Service Level Agreement
Version 1.0 — 22 September 2026
1. Scope
This SLA covers the Ballpark platform as delivered under a platform license: the participant application, the admin application, and the platform’s hosted infrastructure. Tataki Digital AS ("Tataki") operates all underlying infrastructure and is the single point of contact for it.
Not covered: client-side systems and configurations that the platform integrates with or is served through, content errors in client-managed content, and delays or failures caused by third parties outside Tataki’s control.
2. Availability
Target availability is 99.5 % for participant-facing services during campaign periods, supported by the availability commitments of the underlying managed infrastructure providers. The platform is monitored continuously with automatic alerting on errors and downtime.
3. Incident classification and response
The supplier classifies every reported issue on receipt as either a defect (the platform deviates from documented functionality — resolved under the license) or a change request (new or altered behavior — scoped and billed as project work).
Defects are classified by severity:
| Severity | Definition | Response (campaign period) | Response (otherwise) |
|---|---|---|---|
| Critical | Participation stopped, or loss of data | Within 4 hours, 08:00–22:00 (Oslo time), all days; worked continuously until resolved | Next business day |
| Non-critical | All other defects | Same business day acknowledgement; scheduled fix | Next business day |
The campaign period is defined per deployment in the customer’s agreement. Outside campaign periods, all response is next business day.
4. Deployments and maintenance
During campaign periods, changes to the participant application are deployed outside high-traffic hours, except for defect fixes, which may be deployed at any time. Changes to the admin application may be deployed continuously. Planned maintenance is announced in advance and scheduled outside high-traffic hours.
5. Support channel
The support channel, escalation path and contacts are defined per deployment in the customer’s agreement. Security incidents affecting client data are notified without undue delay, per the applicable data processing agreement.
Deployment-specific parameters — campaign period, support channel and contacts, high-traffic hours — are set out in a deployment appendix to the customer’s agreement.