{"id":6439,"date":"2023-10-24T09:38:15","date_gmt":"2023-10-24T09:38:15","guid":{"rendered":"https:\/\/heartpace.com\/?page_id=6439"},"modified":"2025-03-28T06:07:55","modified_gmt":"2025-03-28T06:07:55","slug":"sla","status":"publish","type":"page","link":"https:\/\/heartpace.com\/sv\/sla\/","title":{"rendered":"A_SLA_SV"},"content":{"rendered":"[vc_row type=&#8221;full_width_background&#8221; full_screen_row_position=&#8221;middle&#8221; column_margin=&#8221;default&#8221; column_direction=&#8221;default&#8221; column_direction_tablet=&#8221;default&#8221; column_direction_phone=&#8221;default&#8221; bg_color=&#8221;#002d72&#8243; bg_image_phone=&#8221;4906&#8243; scene_position=&#8221;center&#8221; top_padding=&#8221;12%&#8221; bottom_padding=&#8221;4%&#8221; text_color=&#8221;light&#8221; text_align=&#8221;left&#8221; row_border_radius=&#8221;none&#8221; row_border_radius_applies=&#8221;bg&#8221; overflow=&#8221;visible&#8221; class=&#8221;vc_hidden-sm vc_hidden-xs&#8221; advanced_gradient_angle=&#8221;0&#8243; 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desktop_text_alignment=&#8221;default&#8221; tablet_text_alignment=&#8221;default&#8221; phone_text_alignment=&#8221;default&#8221; background_color_opacity=&#8221;1&#8243; background_hover_color_opacity=&#8221;1&#8243; column_backdrop_filter=&#8221;none&#8221; column_shadow=&#8221;none&#8221; column_border_radius=&#8221;none&#8221; column_link_target=&#8221;_self&#8221; overflow=&#8221;visible&#8221; gradient_direction=&#8221;left_to_right&#8221; overlay_strength=&#8221;0.3&#8243; width=&#8221;1\/2&#8243; tablet_width_inherit=&#8221;default&#8221; animation_type=&#8221;default&#8221; bg_image_animation=&#8221;none&#8221; border_type=&#8221;simple&#8221; column_border_width=&#8221;none&#8221; column_border_style=&#8221;solid&#8221;][vc_column_text css=&#8221;&#8221; text_direction=&#8221;default&#8221;]\n<h1>Service Level Agreement<\/h1>\n[\/vc_column_text][vc_column_text]Nedan hittar du tj\u00e4nstniv\u00e5avtalet som g\u00e4ller f\u00f6r v\u00e5r tj\u00e4nst.[\/vc_column_text][\/vc_column_inner][vc_column_inner column_padding=&#8221;no-extra-padding&#8221; 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heading_tag=&#8221;default&#8221; heading_tag_functionality=&#8221;default&#8221; title=&#8221;1. Bakgrund&#8221;][vc_column_text]Heartpace AB, 556575-7530, tillhandah\u00e5ller en s k cloud-tj\u00e4nst som IT-st\u00f6d till f\u00f6retag och organisationer f\u00f6r de HR processer som fr\u00e4mst handlar om Performance Management och kompetens. I dokument h\u00e4nvisas till cloudtj\u00e4nsten som system, tj\u00e4nst, verktyg, produkt och avser i dessa fall samma leverans.[\/vc_column_text][vc_column_text][\/vc_column_text][\/toggle][toggle color=&#8221;Default&#8221; heading_tag=&#8221;default&#8221; heading_tag_functionality=&#8221;default&#8221; title=&#8221;2. Tj\u00e4nst&#8221;][vc_column_text]Molntj\u00e4nsten Heartpace st\u00f6djer fr\u00e4mst f\u00f6retagets Kompetenshantering och Performance Management process. Tj\u00e4nsten \u00e4r uppbyggd kring funktioner\/moduler som:<\/p>\n<ul>\n<li>Profil \u2013 grunddata kompletterad med annan valfri information<\/li>\n<li>Kompetensprofil \u2013 ett st\u00f6d f\u00f6r att organisera personlig, yrkesm\u00e4ssig och organisatorisk kompetens och g\u00f6ra den s\u00f6kbar<\/li>\n<li>Samtal \u2013 st\u00f6d f\u00f6r att driva och dokumentera olika typer av dialogsamtal och uppf\u00f6ljning<\/li>\n<li>Aktiviteter och m\u00e5l som ocks\u00e5 delas till kalendrar med deadlines<\/li>\n<li>Arkivering &#8211; en struktur f\u00f6r att spara dokument<\/li>\n<li>En effektfull mallbyggare d\u00e4r man l\u00e4tt bygger egna mallar f\u00f6r samtal, enk\u00e4ter, utv\u00e4rderingar mm eller anv\u00e4nder f\u00f6rslagsmallar fr\u00e5n Heartpace<\/li>\n<li>Enk\u00e4thanteringsfunktionalitet &#8211; f\u00f6r medarbetarunders\u00f6kningar, tempm\u00e4tningar mm<\/li>\n<li>Utv\u00e4rdering av modellen 360<\/li>\n<li>Tillg\u00e4ngligt API f\u00f6r uppkoppling mot befintliga system. Gr\u00e4nssnitt f\u00f6r koppling mot OFfice360\/Azure\/Microsoft AD mfl.<\/li>\n<\/ul>\n<p>Heartpace lanserar nya features l\u00f6pande \u2013 sk continous integration.<br \/>\nDen funktionalitet v\u00e5ra kunder har tillg\u00e5ng till i systemet har de ocks\u00e5 r\u00e4tt till under kontraktets l\u00f6ptid. Ut\u00f6ver detta erh\u00e5lls f\u00f6rb\u00e4ttringar och uppdateringar av funktionalitet kostnadsfritt. Dock g\u00e4ller att i de fall tredjepartsfunktioner, eller annan funktionalitet ut\u00f6ver grundutbudet anv\u00e4nds, exempelvis sms autentisering, hantering av e-mailvolym ut\u00f6ver basvolym, tillg\u00e5ng till egen dom\u00e4n och\/eller databas etc skall s\u00e5dana tillkommande kostnader ut\u00f6ver abonnemangsavgifter b\u00e4ras av Kunden. I basutbudet ing\u00e5r lagring av 100 MB i databas och 1 GB fildata\/medarbetare samt hantering av 200 mail\/medarbetare\/\u00e5r. Priser ut\u00f6ver basutbud erh\u00e5lls p\u00e5 f\u00f6rfr\u00e5gan.[\/vc_column_text][vc_column_text][\/vc_column_text][\/toggle][toggle color=&#8221;Default&#8221; heading_tag=&#8221;default&#8221; heading_tag_functionality=&#8221;default&#8221; title=&#8221;3. Leverant\u00f6rens leverans&#8221;][vc_column_text]Heartpace tillhandah\u00e5ller en cloudtj\u00e4nst som st\u00e4ndigt utvecklas. Kunden f\u00e5r d\u00e4rf\u00f6r l\u00f6pande tillg\u00e5ng till uppgradering och f\u00f6rb\u00e4ttringar. Heartpace f\u00f6rbeh\u00e5ller sig d\u00e4rf\u00f6r r\u00e4tten att n\u00e4r som helst och med kort varsel \u00e4ndra tj\u00e4nsternas utformning, funktionss\u00e4tt, tekniska specifikationer och andra funktioner.<\/p>\n<p>Alla uppdateringar publiceras p\u00e5 &lt;ahref=&#8221;https:\/\/app.heartpace.com\/release_notes&#8221;&gt;https:\/\/app.heartpace.com\/release_notes, dessa kommuniceras via mail till administrat\u00f6rer hos kunderna.<\/p>\n<p>Heartpace erbjuder m\u00f6jligheten att utveckla ytterligare moduler och funktionalitet efter \u00f6verenskommelse.[\/vc_column_text][\/toggle][toggle color=&#8221;Default&#8221; heading_tag=&#8221;default&#8221; heading_tag_functionality=&#8221;default&#8221; title=&#8221;4. Leverant\u00f6rens allm\u00e4nna villkor&#8221;][vc_column_text]Heartpace allm\u00e4nna villkor f\u00f6r anv\u00e4ndning av tj\u00e4nsten ut\u00f6ver vad som n\u00e4mns i detta SLA, specificeras genom avtal vilket finns tillg\u00e4ngligt p\u00e5 www.heartpace.com. Om konflikt f\u00f6religger mellan SLA och individuellt avtal \u00e4ger individuellt avtal f\u00f6retr\u00e4de.[\/vc_column_text][\/toggle][toggle color=&#8221;Default&#8221; heading_tag=&#8221;default&#8221; heading_tag_functionality=&#8221;default&#8221; title=&#8221;5. \u00c4gander\u00e4tt till data&#8221;][vc_column_text]Kunder \u00e4ger all data och information som skapas i Heartpace system. Vid eventuell avslut av abonnemanget finns m\u00f6jligheten att exportera den information som finns i systemet.<\/p>\n<p><strong>\u00c5TKOMST TILL KUNDDATAA<\/strong><\/p>\n<ul class=\"text-block__advantage-list\">\n<li class=\"text-block__advantage-item\">F\u00f6retagsinformation, csv<\/li>\n<li class=\"text-block__advantage-item\">Organisationsshema, csv<\/li>\n<li class=\"text-block__advantage-item\">Medarbetarprofiler och kontoinformation\/samtal\/m\u00e5l och aktiviteter, cdv employees bilder, zip<\/li>\n<li class=\"text-block__advantage-item\">Upplagda f\u00f6retagsdokument, zip<\/li>\n<li class=\"text-block__advantage-item\">Upplagda Medarbetardokument, zip<\/li>\n<li class=\"text-block__advantage-item\">Medarbetar-CVs (utskriftsversion), xls\/pdf<\/li>\n<\/ul>\n<p><strong>Datarensningsf\u00f6rfarande vid upps\u00e4gning av avtal<\/strong><\/p>\n<p>N\u00e4r ett f\u00f6retagskonto raderas har f\u00f6retagsadministrat\u00f6ren tre m\u00e5naders respit att ladda ner f\u00f6retagets data innan det raderas. Raderingen sker automatiskt och all data tas bort fr\u00e5n systemet. Heartpace g\u00f6r en backup som sparas i ytterligare tre m\u00e5nader efter respittiden.<\/p>\n<p>N\u00e4r ett medarbetarkonto raderas kan medarbetaren inte logga in. Efter tre m\u00e5nader raderas all data r\u00f6rande medarbetaren fr\u00e5n DB. Backups h\u00e5ller informationen i tre m\u00e5nader innan all information \u00e4r raderad ber\u00e4knat fr\u00e5n det datum anv\u00e4ndaren \u00e4r raderad.<\/p>\n<p>Detta betyder att Heartpace l\u00e4ngst sparar data om medarbetare i 6 m\u00e5nader efter radering.[\/vc_column_text][\/toggle][toggle color=&#8221;Default&#8221; heading_tag=&#8221;default&#8221; heading_tag_functionality=&#8221;default&#8221; title=&#8221;6. Support&#8221;][vc_column_text]Heartpace \u00e5tar sig att ge support f\u00f6r alla fr\u00e5gest\u00e4llningar som kan relateras till anv\u00e4ndaren av tj\u00e4nsten. Support via mail \u00e4r tillg\u00e4nglig f\u00f6r registrerade anv\u00e4ndare av tj\u00e4nsten med en svarstid inom 24 timmar. Hos kund registrerad administrat\u00f6r \u00e4ger \u00e4ven r\u00e4tt till allm\u00e4n support via telefon under normal arbetstid helgfria vardagar.<\/p>\n<p><strong>INCIDENTHANTERINGSPROCESS<\/strong><br \/>\nVid driftsstopp skickas ett mail till ber\u00f6rda anv\u00e4ndare. I det mailet beskrivs orsak och n\u00e4r tj\u00e4nsten ber\u00e4knas vara tillg\u00e4nglig. Tillg\u00e4nglighet skall levereras i enlighet med SLA.<\/p>\n<ul>\n<li>En supportf\u00f6rfr\u00e5gan uppr\u00e4ttas via webben eller mailas till support@heartpace.com<\/li>\n<li>Ett support\u00e4rende uppr\u00e4ttas i Heartpace Helpdesk.<\/li>\n<li>Vid tekniska problem skapas ett utvecklings\u00e4rende:\n<ul>\n<li>Det tekniska \u00e4rendet klassifieras p\u00e5 skalan Normal\/Allvarlig\/Kritisk\/Blocker<\/li>\n<li>Kritiska- och Blocker-\u00e4renden f\u00e5r h\u00f6gsta prioritet och l\u00f6ses i de flesta fall under samma arbetsdag<\/li>\n<\/ul>\n<\/li>\n<li>\u00c4rendet \u00e5terkopplas till anv\u00e4ndaren via mail och i f\u00f6rekommande fall via telefon.<\/li>\n<\/ul>\n[\/vc_column_text][\/toggle][toggle color=&#8221;Default&#8221; heading_tag=&#8221;default&#8221; heading_tag_functionality=&#8221;default&#8221; title=&#8221;7. Tillg\u00e4nglighet&#8221;][vc_column_text]Heartpace utnyttjar molntj\u00e4nsten Amazon f\u00f6r drift av applikationen. Heartpace garanterar en tillg\u00e4nglighet om 99% dygnet runt, \u00e5ret runt. Vid rapportering av eventuella fel efterstr\u00e4var Heartpace att inleda fels\u00f6kning inom ett dygn under arbetstid. Heartpace server \u00e4r placerad inom EU. Heartpace vidtar sk\u00e4liga anstr\u00e4ngningar f\u00f6r att minimera tiden d\u00e5 den kan g\u00f6ras otillg\u00e4nglig tex med anledning av planerade, eller oplanerade, driftstopp f\u00f6r n\u00f6dv\u00e4ndig service och underh\u00e5ll. Kunden informeras i god tid innan planerade driftsstopp.<\/p>\n<p>Vi rekommenderar senaste version av den browser du f\u00f6redrar f\u00f6r b\u00e4sta anv\u00e4ndarupplevelse. Heartpace st\u00f6djer alla p\u00e5 marknaden vanligt f\u00f6rekommande browsers som; Chrome, Firefox, Safari, Microsoft Edge och Edge Chromium. Det \u00e4r viktigt f\u00f6r b\u00e5de anv\u00e4ndarupplevelse, funktionalitet och s\u00e4kerhet att b\u00e5de browser och OS, Operativ System, \u00e4r uppdaterade till de senaste versioner som leverant\u00f6rer tillhandah\u00e5ller.[\/vc_column_text][\/toggle][toggle color=&#8221;Default&#8221; heading_tag=&#8221;default&#8221; heading_tag_functionality=&#8221;default&#8221; title=&#8221;8. Kvalitet&#8221;][vc_column_text]Heartpace AB arbetar f\u00f6ra att leverera bra kvalitet, d\u00e4r m\u00e5ls\u00e4ttningen \u00e4r att (i) tj\u00e4nsten skall uppfylla kundens specifika krav, (ii) tj\u00e4nsten \u00e4r oavbruten, snabb, s\u00e4ker och felfri, (iii) de resultat som kan erh\u00e5llas fr\u00e5n anv\u00e4ndning av tj\u00e4nsten kommer att vara korrekta och tillf\u00f6rlitliga, (iv) kvaliteten p\u00e5 alla produkter, tj\u00e4nster, information eller annat material som k\u00f6ps eller erh\u00e5lls av kunden via tj\u00e4nsten uppfyller f\u00f6rv\u00e4ntningarna, och (v) eventuella fel i tj\u00e4nsten kommer att korrigeras. Heartpace accepterar inte ansvar f\u00f6r direkta, indirekta, of\u00f6rutsedda, s\u00e4rskilda, typiska skador eller f\u00f6ljdskador av n\u00e5gon natur.<\/p>\n<p>Dock g\u00e4ller att om Heartpace agerat f\u00f6rsumligt att en ers\u00e4ttning kan utg\u00e5 men begr\u00e4nsat till vad som faktiskt betalats av kunden f\u00f6r tj\u00e4nsten under sex (6) m\u00e5nader omedelbart innan skadans uppkomst.[\/vc_column_text][\/toggle][toggle color=&#8221;Default&#8221; heading_tag=&#8221;default&#8221; heading_tag_functionality=&#8221;default&#8221; title=&#8221;9. S\u00e4kerhet&#8221;][vc_column_text]Heartpace anv\u00e4nder servrar med h\u00f6g s\u00e4kerhetsniv\u00e5 f\u00f6r att skydda applikation och information i tj\u00e4nsten. F\u00f6r kommunikationen med systemet utnyttjar vi s\u00e4kerhetscertifikat \u00f6ver protokollet SSL (https), vilket \u00f6kar s\u00e4kerheten i datakommunikation, bl a \u00e4r alla data som s\u00e4nds \u00f6ver internet krypterad. Tj\u00e4nsten har inbyggd hantering av l\u00f6senordspolicy och \u00e4ven hantering av tv\u00e5stegsautenticering. Ut\u00f6ver detta tillhandah\u00e5lls m\u00f6jlighet till ip-avgr\u00e4nsning samt ocks\u00e5 m\u00f6jlighet att erh\u00e5lla en egen serverinstallation.<\/p>\n<p>S\u00e4kerhetskopiering sker 8 ggr\/dygn samt ytterligare m\u00e5nadsbackup.<br \/>\nHeartpace g\u00f6r regelbundet s\u00e4kerhetstester av tj\u00e4nsten. P\u00e5 f\u00f6rfr\u00e5gan tillhandah\u00e5lls till kund ett s\u00e4kerhetsdokument som n\u00e4rmare beskriver Heartpace s\u00e4kerhetsstruktur. Ytterligare information finns ocks\u00e5 att l\u00e4sa p\u00e5 <a href=\"https:\/\/aws.amazon.com\/security\/\">https:\/\/aws.amazon.com\/security\/<\/a>[\/vc_column_text][\/toggle][toggle color=&#8221;Default&#8221; heading_tag=&#8221;default&#8221; heading_tag_functionality=&#8221;default&#8221; title=&#8221;10. Sekretess&#8221;][vc_column_text]Kunden \u00e4ger skyldighet att teckna Personuppgiftsbitr\u00e4desavtal med Heartpace f\u00f6r anv\u00e4ndning av tj\u00e4nsten.[\/vc_column_text][\/toggle][toggle color=&#8221;Default&#8221; heading_tag=&#8221;default&#8221; heading_tag_functionality=&#8221;default&#8221; title=&#8221;11. Kontakt&#8221;][vc_column_text]Heartpace AB<br \/>\nSupport: support@heartpace.com<br \/>\n\u00d6vrigt: info@heartpace.com<br \/>\nTel: +46-8-545 159 50[\/vc_column_text][\/toggle][\/toggles][\/vc_column][\/vc_row][vc_row type=&#8221;full_width_content&#8221; full_screen_row_position=&#8221;middle&#8221; column_margin=&#8221;default&#8221; equal_height=&#8221;yes&#8221; content_placement=&#8221;middle&#8221; column_direction=&#8221;default&#8221; column_direction_tablet=&#8221;default&#8221; column_direction_phone=&#8221;column_reverse&#8221; scene_position=&#8221;center&#8221; top_padding=&#8221;5%&#8221; bottom_padding=&#8221;5%&#8221; top_padding_phone=&#8221;70px&#8221; text_color=&#8221;dark&#8221; text_align=&#8221;left&#8221; row_border_radius=&#8221;none&#8221; row_border_radius_applies=&#8221;bg&#8221; overflow=&#8221;visible&#8221; advanced_gradient_angle=&#8221;0&#8243; overlay_strength=&#8221;0.3&#8243; gradient_direction=&#8221;left_to_right&#8221; shape_divider_position=&#8221;bottom&#8221; 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background_color_opacity=&#8221;1&#8243; background_hover_color_opacity=&#8221;1&#8243; column_backdrop_filter=&#8221;none&#8221; column_shadow=&#8221;none&#8221; column_border_radius=&#8221;none&#8221; column_link_target=&#8221;_self&#8221; column_position=&#8221;default&#8221; advanced_gradient_angle=&#8221;0&#8243; gradient_direction=&#8221;left_to_right&#8221; overlay_strength=&#8221;0.3&#8243; width=&#8221;1\/2&#8243; tablet_width_inherit=&#8221;default&#8221; animation_type=&#8221;default&#8221; bg_image_animation=&#8221;none&#8221; border_type=&#8221;simple&#8221; column_border_width=&#8221;none&#8221; column_border_style=&#8221;solid&#8221; gradient_type=&#8221;default&#8221; column_padding_type=&#8221;default&#8221;][vc_column_text]\n<h3>Har du fr\u00e5gor?<\/h3>\n[\/vc_column_text][vc_column_text]Om du har n\u00e5gra fr\u00e5gor, tveka inte att h\u00f6ra av dig[\/vc_column_text][vc_column_text]<a class=\"prhp-secondary-btn\" href=\"\/sv\/contact-us\/\" alt=\"Button\"> \r\n\t<div class=\"prhp-btn-wrap\">\r\n\t\t<div class=\"prhp-btn-text\">Kontakta oss<\/div>\r\n\t\t<div class=\"prhp-btn-icon\">\r\n\t\t\t<svg width=\"70\" height=\"28\" viewBox=\"0 0 70 28\" fill=\"none\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\r\n\t\t\t\t<g id=\"Icons \/ Arrow \/ Long_right\">\r\n\t\t\t\t<path id=\"Union\" fill-rule=\"evenodd\" clip-rule=\"evenodd\" d=\"M64.8536 9.14645C64.6583 8.95118 64.3417 8.95118 64.1464 9.14645C63.9512 9.34171 63.9512 9.65829 64.1464 9.85355L67.2929 13H1.5C1.22386 13 1 13.2239 1 13.5C1 13.7761 1.22386 14 1.5 14H67.2929L64.1464 17.1464C63.9512 17.3417 63.9512 17.6583 64.1464 17.8536C64.3417 18.0488 64.6583 18.0488 64.8536 17.8536L68.8536 13.8536C69.0488 13.6583 69.0488 13.3417 68.8536 13.1464L64.8536 9.14645Z\" fill=\"#203040\"\/>\r\n\t\t\t\t<\/g>\r\n\t\t\t<\/svg>\r\n\t\t<\/div>\r\n\t<\/div>\r\n<\/a>[\/vc_column_text][\/vc_column][\/vc_row]\n","protected":false},"excerpt":{"rendered":"<p>[vc_row type=&#8221;full_width_background&#8221; 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