{"id":1193,"date":"2026-03-12T13:24:48","date_gmt":"2026-03-12T12:24:48","guid":{"rendered":"https:\/\/mycreator.io\/?page_id=1193"},"modified":"2026-03-12T13:51:34","modified_gmt":"2026-03-12T12:51:34","slug":"service-level-agreement","status":"publish","type":"page","link":"https:\/\/mentorkit.com\/dk\/service-level-agreement\/","title":{"rendered":"Service Level Agreement [SLA]"},"content":{"rendered":"<h1>\n\t\t\tService Level Agreement <br \/>\u2013 Brugsbetingelser\t<\/h1>\n\t<h2><b>1. Generel<\/b><\/h2>\n<p>Leverand\u00f8ren er blevet hyret af Kunden til at levere hosting- og driftstjenester for systemet baseret p\u00e5 WordPress.<\/p>\n<p>Denne aftale regulerer Leverand\u00f8rens og Kundens ansvar og afklarer sp\u00f8rgsm\u00e5l, der er omfattet af g\u00e6ldende databeskyttelseslovgivning, herunder den norske lov om personoplysninger og EU's General Data Protection Regulation (GDPR), l\u00e6s mere her: <a href=\"https:\/\/mentorkit.com\/dk\/privacy-policy\/\">mentorkit.com\/persondatapolitik\/<\/a><\/p>\n<h3><b>1.1 Leverand\u00f8ren<\/b><\/h3>\n<p><b>Norsk Interaktiv AS<\/b><\/p>\n<p>Forretningsadresser:<\/p>\n<p>Haugesund: Austb\u00f8vegen 16, Oasen Storsenter, 3. sal<\/p>\n<p>Kristiansand: Kj\u00f8ita 17, 4630 Kristiansand<\/p>\n<p>Oslo: Tollbugata 8, 0152 Oslo<\/p>\n<p>Under GDPR betragtes Leverand\u00f8ren som en <b>Databehandler<\/b>.<\/p>\n<p>I det kommercielle forhold mellem Leverand\u00f8ren og Kunden, kan Leverand\u00f8ren handle som begge <b>Databehandler<\/b> og <b>Dataansvarlig<\/b>, afh\u00e6ngigt af typen af data, der behandles.<\/p>\n<h3><b>1.2 Kunden<\/b><\/h3>\n<p>Kunden er den person eller juridiske enhed, der indg\u00e5r denne Aftale.<\/p>\n<p>Under GDPR betragtes Kunden som <b>Dataansvarlig<\/b>.<\/p>\n<h3><b>1.3 Tjenesten<\/b><\/h3>\n<p>Ydelserne, der leveres af SimplyLearn (Norsk Interaktiv AS), omfatter dem, der er beskrevet p\u00e5:<\/p>\n\n<blockquote data-secret=\"pVgDHNSH6T\"><p><a href=\"https:\/\/simplylearn.com\/\">En simpel og fleksibel l\u00e6ringsplatform p\u00e5 din egen hjemmeside<\/a><\/p><\/blockquote>\n<p><iframe loading=\"lazy\" sandbox=\"allow-scripts\" security=\"restricted\" title=\"\u201cEn enkel og fleksibel l\u00e6ringsplatform p\u00e5 din egen hjemmeside\u201d \u2014 SimplyLearn\" src=\"https:\/\/simplylearn.com\/embed\/#?secret=xROh7CcjEk#?secret=pVgDHNSH6T\" data-secret=\"pVgDHNSH6T\" width=\"500\" height=\"282\" frameborder=\"0\" marginwidth=\"0\" marginheight=\"0\" scrolling=\"no\"><\/iframe><\/p>\n<p>Leverand\u00f8ren forbeholder sig retten til at \u00e6ndre tjenesten uden forudg\u00e5ende varsel. S\u00e5danne \u00e6ndringer vil ikke p\u00e5virke kunder i en periode, der allerede er betalt for.<\/p>\n<h3><b>1.4 Opbevaring af kundeoplysninger<\/b><\/h3>\n<p>Der gemmes ingen oplysninger om Kunden udover det, der er n\u00f8dvendigt for fakturering og almindelig forretningskommunikation mellem Leverand\u00f8ren og Kunden.<\/p>\n<p>Data vedr\u00f8rende Leverand\u00f8rens kunder opbevares separat fra Kundens egne data og beskyttes ved krypteret kommunikation.<\/p>\n<h3><b>1.5 Opbevaring og beskyttelse af kundedata<\/b><\/h3>\n<p>Alle data skal gemmes inden for EU\/E\u00d8S, medmindre andet er eksplicit aftalt mellem Leverand\u00f8ren og Kunden.<\/p>\n<p>Data gemt af Kunden hos Leverand\u00f8ren er beskyttet gennem Leverand\u00f8rens sikkerheds- og driftsrutiner. Kunden, eller enhver part, der er bemyndiget af Kunden, kan anmode om adgang til disse rutiner og udf\u00f8re stikpr\u00f8vekontroller efter forudg\u00e5ende aftale. Eventuelle omkostninger forbundet med s\u00e5danne kontroller afholdes af Kunden.<\/p>\n<h3><b>1.6 Fortrolighed<\/b><\/h3>\n<p>Leverand\u00f8ren m\u00e5 ikke videregive oplysninger gemt i Tjenesten eller oplysninger vedr\u00f8rende Kunden til tredjeparter.<\/p>\n<h3><b>1.7 Kundens ansvar for egne data<\/b><\/h3>\n<p>Kunden er eneansvarlig for at sikre, at egne data til enhver tid overholder alle g\u00e6ldende love og regler.<\/p>\n<h3><b>1.8 Kundedata ved oph\u00f8r<\/b><\/h3>\n<p>Ved oph\u00f8r af kundeforholdet skal kundens data slettes senest to m\u00e5neder efter oph\u00f8ret, eller hurtigere hvis kunden anmoder om det. Kundedata kan stadig fremg\u00e5 af \u00e6ldre backups, som vil blive udskiftet over tid.<\/p>\n<h3><b>1.9 Underdatabehandlere \/ underleverand\u00f8rer<\/b><\/h3>\n<p>Medmindre andet er eksplicit aftalt mellem Leverand\u00f8ren og Kunden, anvender Leverand\u00f8ren kun et datacenter i Oslo, Cloudflare og DigitalOcean som underdatabehandlere til datalagring.<\/p>\n<p>Leverand\u00f8ren anvender datacentre fra underleverand\u00f8rer beliggende inden for EU\/E\u00d8S. S\u00e5danne underleverand\u00f8rer opererer i overensstemmelse med GDPR.<\/p>\n<h2><b><br \/>\n2. Aftalen<\/b><\/h2>\n<h3><b>2.1 Dannelse af aftalen<\/b><\/h3>\n<p>Aftalen indg\u00e5s, n\u00e5r Kunden accepterer disse vilk\u00e5r i bestillingsformularen og modtager bekr\u00e6ftelse via e-mail om, at ordren er modtaget.<\/p>\n<h3><b>2.2 Aftalens l\u00f8betid<\/b><\/h3>\n<p>Aftalen l\u00f8ber i 12 m\u00e5neder, medmindre andet er aftalt skriftligt.<\/p>\n<h3><b>2.3 Opsigelse af Kunden<\/b><\/h3>\n<p>Kunden kan opsige Aftalen til enhver tid. I s\u00e5 fald forts\u00e6tter Aftalen indtil udl\u00f8bet af den aktuelle abonnementsperiode. Leverand\u00f8ren refunderer ikke allerede betalte bel\u00f8b.<\/p>\n<h3><b>2.4 Opsigelse fra Leverand\u00f8rens side<\/b><\/h3>\n<p>Leverand\u00f8ren har ret til at opsige Aftalen \u00f8jeblikkeligt og uden at angive en begrundelse. I s\u00e5 fald skal Leverand\u00f8ren elektronisk overdrage Kundens indhold og refundere den del af abonnementsgebyret, der vedr\u00f8rer den periode, hvor Kunden ikke kunne benytte Tjenesten.<\/p>\n<h2><b><br \/>\n3. Webhosting og vedligeholdelse<\/b><\/h2>\n<h3><b>3.1 Sikkerhed<\/b><\/h3>\n<p><b>Cache-server<\/b><\/p>\n<p>Denne server fungerer som en hastighedsoptimerer for hjemmesiden, samtidig med at den forbedrer sikkerheden ved at filtrere u\u00f8nsket trafik og dataanmodninger.<\/p>\n<p><b>Database server<\/b><\/p>\n<p>Dette er en dedikeret og isoleret server, der gemmer alle kundeoplysninger. Den er konfigureret til at minimere risikoen for databrud eller datatab.<\/p>\n<p><b>Webserver<\/b><\/p>\n<p>Denne server er kernesystemet, der k\u00f8rer hjemmesidens kildekode og er specifikt designet til at modst\u00e5 forskellige former for cybertrusler.<\/p>\n<p><b>Backup server<\/b><\/p>\n<p>Udover de andre lagrer en separat server nattens backupkopier af alle vigtige data. Backupkopier gemmes i op til 20 dage for at sikre, at v\u00e6rdifuld information ikke g\u00e5r tabt.<\/p>\n<h2><b><br \/>\n4. Betaling<\/b><\/h2>\n<h3><b>4.1 Betaling og abonnement<\/b><\/h3>\n<p>Tjenesten skal forudbetales kvartalsvis.<\/p>\n<h3><b>4.2 Faktura<\/b><\/h3>\n<p>Fakturaer udsendes 30 dage f\u00f8r abonnementsperioden udl\u00f8ber og er betalingspligtige senest 14 dage derefter.<\/p>\n<h3><b>4.3 \u00c6ndring af priser<\/b><\/h3>\n<p>Leverand\u00f8ren forbeholder sig retten til at \u00e6ndre priser uden varsel. Eventuelle s\u00e5danne pris\u00e6ndringer g\u00e6lder ikke for Kunden i den nug\u00e6ldende aftaleperiode.<\/p>\n<h3><b>4.4 Manglende betaling<\/b><\/h3>\n<p>Ved manglende betaling kan Leverand\u00f8ren suspendere Tjenesten uden varsel. Leverand\u00f8ren er berettiget til at opkr\u00e6ve et gen\u00e5bningsgebyr p\u00e5 EUR 100 for at genaktivere Tjenesten.<\/p>\n\n<h2><b>5. Ejerskab<\/b><\/h2>\n<h3><b>5.1 Indhold<\/b><\/h3>\n<p>Alt indhold ejes og vedligeholdes af Kunden, herunder administration af brugere og adgangsrettigheder. Kunden er ansvarlig for at overholde ophavsretsloven og al anden relevant lovgivning.<\/p>\n<p>I tilf\u00e6lde af lovovertr\u00e6delser kan Leverand\u00f8ren blive n\u00f8dt til at suspendere Tjenesten.<\/p>\n<h3><b>5.2 Kontroversielt indhold<\/b><\/h3>\n<p>Leverand\u00f8ren forbeholder sig retten til at suspendere Tjenesten, hvis indholdet overtr\u00e6der norsk lovgivning eller Leverand\u00f8rens standarder. Eksempler inkluderer racisme og pornografi.<\/p>\n<h2><b><br \/>\n6. Trafik<\/b><\/h2>\n<p>Den tilladte m\u00e6ngde trafik er specificeret for hvert abonnement. Hvis trafikgr\u00e6nsen overskrides, vil Kunden blive underrettet og efterf\u00f8lgende faktureret for overforbruget.<\/p>\n<p>&nbsp;<\/p>\n<h2><b><br \/>\n7. E-mail<\/b><\/h2>\n<p>Det er ikke tilladt at benytte udg\u00e5ende mailservere eller webservere til distribueret masse-e-mail. Aktivitet, der medf\u00f8rer, at en udg\u00e5ende mailserver bliver sortlistet, kan resultere i suspension af hjemmesiden.<\/p>\n<p>&nbsp;<\/p>\n<h2><b>8. Support<\/b><\/h2>\n<h3><b>8.1 St\u00f8tte til brug af MentorKits l\u00e6ringsl\u00f8sning<\/b><\/h3>\n<p>Virksomhedskunder modtager gratis support.<\/p>\n<h3><b>8.2 Platformunderst\u00f8ttelse<\/b><\/h3>\n<p>Alle kunder modtager gratis support til platformen. \u201cPlatform\u201d betyder underliggende tjenester som backup, Varnish cache, firewall, SFTP og lignende infrastruktur.<\/p>\n<h3><b>8.3 Hvem kan modtage st\u00f8tte<\/b><\/h3>\n<ul>\n<li>\n<p>Kun de to udpegede administratorer m\u00e5 ringe, sende e-mail eller oprette supportbilletter til:<\/p>\n\n<blockquote data-secret=\"oXGFTZOr3b\"><p><a href=\"https:\/\/simplylearn.com\/support\/\">St\u00f8tte<\/a><\/p><\/blockquote>\n<p><iframe loading=\"lazy\" sandbox=\"allow-scripts\" security=\"restricted\" title=\"\u201cSupport\u201d \u2014 SimplyLearn\" src=\"https:\/\/simplylearn.com\/support\/embed\/#?secret=ezAawPw6Q6#?secret=oXGFTZOr3b\" data-secret=\"oXGFTZOr3b\" width=\"500\" height=\"282\" frameborder=\"0\" marginwidth=\"0\" marginheight=\"0\" scrolling=\"no\"><\/iframe><\/p>\n<\/li>\n<li>\n<p>Kursusledere, instrukt\u00f8rer og almindelige brugere skal kontakte en af administratorerne for at f\u00e5 hj\u00e6lp.<\/p>\n<\/li>\n<\/ul>\n<h3><b>8.4 Hvad er inkluderet i support<\/b><\/h3>\n<p>Support inkluderer:<\/p>\n<ul>\n<li>\n<p>S\u00e5dan bruger du platformen<\/p>\n<\/li>\n<li>\n<p>Hvordan man opretter et kursus<\/p>\n<\/li>\n<li>\n<p>R\u00e5d om bedste praksis<\/p>\n<\/li>\n<li>\n<p>S\u00e5dan bruger du kursusplatformen<\/p>\n<\/li>\n<li>\n<p>S\u00e5dan bruger du webinarer, sidebyggere og andre funktioner<\/p>\n<\/li>\n<\/ul>\n<h3><b>8.5 Hvad er ikke inkluderet i support<\/b><\/h3>\n<p>Efter at det f\u00f8rste kursus er oprettet, er f\u00f8lgende generelt <b>ikke<\/b> inkluderet i support:<\/p>\n<ul>\n<li>\n<p>Ops\u00e6tning af kursusindhold<\/p>\n<\/li>\n<li>\n<p>Producere tekst, billeder, video eller andet indhold<\/p>\n<\/li>\n<li>\n<p>Redigering af kursusindhold<\/p>\n<\/li>\n<li>\n<p>Ops\u00e6tning af webinarer eller andre indholdsrelaterede opgaver<\/p>\n<\/li>\n<\/ul>\n<p>De fire ovenst\u00e5ende omr\u00e5der anses for <b>indholdsudvikling<\/b> og debiteres separat p\u00e5 minut- eller timebasis.<\/p>\n<h3><b>8.6 Indholdsudvikling<\/b><\/h3>\n<p>Kursusindholdsudvikling er ikke inkluderet i support.<\/p>\n<p>MentorKit kan assistere til en rate af <b>EUR 139 i timen<\/b>.<\/p>\n\n<h2><b>9. Responstider<\/b><\/h2>\n<p>Alle e-mailforesp\u00f8rgsler besvares inden for \u00e9n arbejdsdag, medmindre andet er aftalt.<\/p>\n<p>Telefonopkald besvares inden for normal arbejdstid fra <b>09:00 til 15:30 CET<\/b>. I ferieperioder kan telefonens tilg\u00e6ngelighed v\u00e6re begr\u00e6nset.<\/p>\n<h3><b>9.1 Fejlretning<\/b><\/h3>\n<p>Fejlretning i tilf\u00e6lde, hvor en ydelse ikke fungerer, skal p\u00e5begyndes inden for to timer, efter at henvendelsen er besvaret. Ved mindre kritiske fejl skal fejlretningen p\u00e5begyndes senest \u00e9n arbejdsdag, efter at henvendelsen er besvaret.<\/p>\n\n<h2><b>10. Hacker garanti<\/b><\/h2>\n<p>Leverand\u00f8ren garanterer, uden yderligere omkostninger, at rense en WordPress-side hostet p\u00e5 Leverand\u00f8rens servere, hvis den bliver inficeret af hackere, forudsat at Kunden holder WordPress, temaer og plugins opdateret.<\/p>\n<p>Hvis kunden har et abonnement, hvorunder leverand\u00f8ren er ansvarlig for s\u00e5danne opdateringer, g\u00e6lder garantien i alle tilf\u00e6lde.<\/p>\n<p>Garantien g\u00e6lder ikke, hvis:<\/p>\n<ul>\n<li>\n<p>Kunden \u00e5bner sine egne bagd\u00f8re eller usikre adgangspunkter til l\u00f8sningen<\/p>\n<\/li>\n<li>\n<p>Kunden bruger meget svage passwords, der kompromitteres gennem brute-force-angreb<\/p>\n<\/li>\n<li>\n<p>websitet blev allerede hacket, da det blev flyttet til leverand\u00f8rens servere<\/p>\n<\/li>\n<\/ul>\n<p>Leverand\u00f8ren forbeholder sig retten til at suspendere en hacket hjemmeside, indtil den er renset for infektion.<\/p>\n<p>&nbsp;<\/p>\n<h2><b>11. Multisite<\/b><\/h2>\n<p>Multisite m\u00e5 kun anvendes til websites, der tilh\u00f8rer samme organisationsnummer som Kunden, medmindre andet aftales. Det er ikke tilladt at anvende multisite til videresalg eller lignende form\u00e5l.<\/p>\n<p>Opdateringer til WordPress, temaer og plugins er kun inkluderet gratis, hvis de kan opdateres ved hj\u00e6lp af <b>WP-CLI<\/b>. Kun hovedstedet vil blive visuelt inspiceret.<\/p>\n<h2><b>12. Drift<\/b><\/h2>\n<h3><b>12.1 Sikkerhedskopi<\/b><\/h3>\n<p>Leverand\u00f8ren skal tage backup hver nat og opbevare alle data i op til seks dage. I tilf\u00e6lde af datatab er Kunden forpligtet til straks at underrette Leverand\u00f8ren.<\/p>\n<h3><b>12.2 Gendannelse af data<\/b><\/h3>\n<p>Datagendannelse skal udf\u00f8res gratis i tilf\u00e6lde af datatab, der ikke er for\u00e5rsaget af Kunden, eller hvor tabet sker p\u00e5 grund af mislykkede opdateringer af WordPress, plugins eller temaer.<\/p>\n<h3><b>12.3 Garanteret oppetid<\/b><\/h3>\n<p>Leverand\u00f8ren skal sikre en sikker drift af serverne. Tjenesten skal v\u00e6re tilg\u00e6ngelig 24 timer i d\u00f8gnet, undtagen i n\u00f8dvendige vedligeholdelsesperioder.<\/p>\n<p>Leverand\u00f8ren garanterer <b>99% oppetid<\/b> m\u00e5lt over en m\u00e5ned.<\/p>\n<p>Hvis oppetiden falder til under dette niveau, g\u00e6lder f\u00f8lgende credits p\u00e5 n\u00e6ste faktura:<\/p>\n<ul>\n<li>\n<p>ved oppetid under 99%: kredit svarende til 25% af en m\u00e5neds gebyr<\/p>\n<\/li>\n<li>\n<p>ved oppetid under 98%: kredit svarende til 50% af en m\u00e5neds gebyr<\/p>\n<\/li>\n<li>\n<p>95% oppetid eller derunder: hele m\u00e5neden skal krediteres<\/p>\n<\/li>\n<\/ul>\n<p>F\u00f8lgende \u00e5rsager til nedetid er undtaget fra garantien for oppetid:<\/p>\n<ul>\n<li>\n<p>planlagt og varslet nedlukning<\/p>\n<\/li>\n<li>\n<p>nedetid for\u00e5rsaget af fejl i WordPress eller plugins<\/p>\n<\/li>\n<li>\n<p>nedetid for\u00e5rsaget af kunden<\/p>\n<\/li>\n<li>\n<p>Force majeure-relateret nedetid<\/p>\n<\/li>\n<\/ul>\n\n<h2><b>13. Overdragelse \/ videresalg<\/b><\/h2>\n<h3><b>13.1 Kunden<\/b><\/h3>\n<p>Kunden m\u00e5 ikke overdrage sine rettigheder eller forpligtelser i henhold til denne aftale til tredjeparter uden leverand\u00f8rens skriftlige samtykke.<\/p>\n<h3><b>13.2 Leverand\u00f8ren<\/b><\/h3>\n<p>Leverand\u00f8ren kan overdrage alle rettigheder og forpligtelser i henhold til denne Aftale til en tredjepart.<\/p>\n<p>&nbsp;<\/p>\n\n<h2><b>14. Ansvar<\/b><\/h2>\n<p>Leverand\u00f8ren er kun ansvarlig for skader i tilf\u00e6lde af grov uagtsomhed og aldrig for et bel\u00f8b, der overstiger de gebyrer, som Kunden har betalt for Tjenesten i de tre m\u00e5neder forud for skadesbegivenheden.<\/p>\n<p>Leverand\u00f8ren er aldrig ansvarlig over for tredjeparter.<\/p>\n<p>Kunden er ansvarlig for alt indhold, herunder brugeradministration og adgangskontrol.<\/p>\n<p>&nbsp;<\/p>\n<h2><b><br \/>\n15. Force majeure<\/b><\/h2>\n<p>Hvis Tjenesten ikke kan leveres, helt eller delvist, p\u00e5 grund af omst\u00e6ndigheder uden for Leverand\u00f8rens kontrol, suspenderes Leverand\u00f8rens forpligtelser, s\u00e5 l\u00e6nge s\u00e5danne omst\u00e6ndigheder forts\u00e6tter.<\/p>\n<p>S\u00e5danne omst\u00e6ndigheder kan omfatte, men er ikke begr\u00e6nset til:<\/p>\n<ul>\n<li>\n<p>hackerangreb<\/p>\n<\/li>\n<li>\n<p>strejker<\/p>\n<\/li>\n<li>\n<p>politiske beslutninger<\/p>\n<\/li>\n<li>\n<p>telekommunikationsnetv\u00e6rksfejl<\/p>\n<\/li>\n<\/ul>\n<p>&nbsp;<\/p>","protected":false},"excerpt":{"rendered":"<p>Service Level Agreement &#8211; Terms of Use 1. 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