Service Level Agreement (SLA)

Updated: 30.07.2025

1. Introduction and Scope

This Service Level Agreement (SLA) applies to all customers who purchase credits and use Right Person AS ("Right Person", "we", "us") to order and conduct background checks. The SLA governs service availability, response times, and compensation mechanisms and supplements our Terms of Use, Credit Purchase Terms, and Data Processing Agreement (DPA).

In case of conflict between this document and other agreements, the DPA shall prevail for matters related to privacy and data processing.

2. Definitions and Working Hours

  • Business Days: Monday to Friday, 08:00–16:00 CET/CEST, excluding Norwegian public holidays.
  • Availability: Percentage of time the platform is operational and can be used to purchase and use credits as well as order background checks.
  • Total Unavailable Time (TUT): Periods of downtime caused by Right Person and not planned maintenance or force majeure.

3. Service Level and Availability

Right Person commits to 99.9% availability per calendar month.

Availability is calculated as follows:

Availability = 100 × (TT − TUT) / TT

Where TT is the total time in the measurement period.

Downtime due to planned maintenance or circumstances outside Right Person's control (force majeure) is not considered TUT.

4. Incident Classification and Response Time

Incidents are categorized by severity level, each with an associated response time.

Response time is measured from when Right Person receives the error report via the defined support channels.

5. Maintenance and Updates

  • Planned maintenance will be notified at least 2 business days in advance.
  • Critical security updates may be performed without prior notice, but Right Person will inform customers as soon as possible.
  • Planned maintenance is primarily carried out outside of working hours to minimize service disruption.

6. Compensation (Credits)

If availability falls below 99.9% in a month, compensation will be granted in the form of additional credits.

  • Customers must claim compensation in writing within 90 days after the month in which the downtime occurred.
  • Compensation is provided as credits for future orders and is not issued as cash refunds.

7. Data Handling and Security

All processing of personal data follows GDPR and Right Person's Data Processing Agreement (DPA). Personal data is encrypted both in transit and at rest. Data is deleted or anonymized within 90 days after termination of the customer relationship, unless longer retention is required by law.

8. Force Majeure

Right Person is not liable for breaches of the SLA caused by circumstances beyond our reasonable control, including natural disasters, government orders, war, acts of terrorism, strikes, internet outages, or power failures at third-party providers.

In the event of force majeure, Right Person will:

  • Notify the customer as soon as possible with information about the incident and expected duration.
  • Take reasonable steps to mitigate the impact and resume normal operations.

9. Changes to the SLA

Right Person may update this SLA to reflect changes in the service or applicable law. Significant changes will be notified at least 30 days in advance via email or on the platform.

10. Governing Law and Dispute Resolution

This SLA is governed by Norwegian law. Any disputes shall be handled by Oslo District Court.