{"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\/se\/service-level-agreement\/","title":{"rendered":"Service Level Agreement [SLA]"},"content":{"rendered":"<h1>\n\t\t\tTj\u00e4nsteniv\u00e5avtal <br \/>&#8211; Terms of Use\t<\/h1>\n\t<h2><b>1. Allm\u00e4nt<\/b><\/h2>\n<p>Leverant\u00f6ren har anlitats av Kunden f\u00f6r att tillhandah\u00e5lla hosting- och driftstj\u00e4nster f\u00f6r det WordPress-baserade utbildningssystemet.<\/p>\n<p>Detta avtal reglerar Leverant\u00f6rens och Kundens ansvarsomr\u00e5den och klarg\u00f6r fr\u00e5gor som styrs av g\u00e4llande dataskyddslagstiftning, inklusive den norska personuppgiftslagen och EU:s allm\u00e4nna dataskyddsf\u00f6rordning (GDPR), l\u00e4s mer p\u00e5: <a href=\"https:\/\/mentorkit.com\/se\/privacy-policy\/\">mentorkit.com\/integritetspolicy\/<\/a><\/p>\n<h3><b>1.1 Leverant\u00f6ren<\/b><\/h3>\n<p><b>Norsk Interaktiv AB<\/b><\/p>\n<p>Aff\u00e4rsadresser:<\/p>\n<p>Haugesund: Austb\u00f8vegen 16, Oasen Storsenter, 3:e v\u00e5ningen<\/p>\n<p>Kristiansand: Kj\u00f8ita 17, 4630 Kristiansand<\/p>\n<p>Oslo: Tollbugata 8, 0152 Oslo<\/p>\n<p>Under GDPR betraktas leverant\u00f6ren som en <b>Databehandlare<\/b>.<\/p>\n<p>I den kommersiella relationen mellan Leverant\u00f6ren och Kunden kan Leverant\u00f6ren agera b\u00e5de som <b>Databehandlare<\/b> och <b>Datakontrollant<\/b>, beroende p\u00e5 vilken typ av data som bearbetas.<\/p>\n<h3><b>1.2 Kunden<\/b><\/h3>\n<p>Kunden \u00e4r den enskilda person eller juridiska enhet som ing\u00e5r detta avtal.<\/p>\n<p>Dataskyddsf\u00f6rordningen (GDPR) betraktar Kunden som <b>Datakontrollant<\/b>.<\/p>\n<h3><b>1.3 Tj\u00e4nsten<\/b><\/h3>\n<p>Tj\u00e4nsterna som erbjuds av SimplyLearn (Norsk Interaktiv AS) inkluderar de som beskrivs p\u00e5:<\/p>\n\n<blockquote data-secret=\"pVgDHNSH6T\"><p><a href=\"https:\/\/simplylearn.com\/\">En enkel och flexibel l\u00e4rplattform p\u00e5 din egen webbplats<\/a><\/p><\/blockquote>\n<p><iframe loading=\"lazy\" sandbox=\"allow-scripts\" security=\"restricted\" title=\"\u201cEn enkel och flexibel l\u00e4rplattform p\u00e5 din egen webbplats\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>Leverant\u00f6ren f\u00f6rbeh\u00e5ller sig r\u00e4tten att \u00e4ndra tj\u00e4nsten utan f\u00f6reg\u00e5ende meddelande. S\u00e5dana \u00e4ndringar ska inte p\u00e5verka kunder under n\u00e5gon period som redan har betalats f\u00f6r.<\/p>\n<h3><b>1.4 Lagring av kundinformation<\/b><\/h3>\n<p>Ingen information om Kunden lagras ut\u00f6ver vad som \u00e4r n\u00f6dv\u00e4ndigt f\u00f6r fakturering och vanlig aff\u00e4rskommunikation mellan Leverant\u00f6ren och Kunden.<\/p>\n<p>Data concerning the Supplier&#8217;s customers is stored separately from the Customer&#8217;s own data and is protected by encrypted communication.<\/p>\n<h3><b>1.5 Lagring och skydd av kunddata<\/b><\/h3>\n<p>All data ska lagras inom EU\/EES om inte annat uttryckligen avtalats mellan Leverant\u00f6ren och Kunden.<\/p>\n<p>Data stored by the Customer with the Supplier is protected through the Supplier&#8217;s security and operational routines. The Customer, or any party authorized by the Customer, may request access to these routines and carry out spot checks by prior agreement. Any costs associated with such checks shall be borne by the Customer.<\/p>\n<h3><b>1.6 Konfidentialitet<\/b><\/h3>\n<p>Leverant\u00f6ren f\u00e5r inte l\u00e4mna ut n\u00e5gon information som lagrats i Tj\u00e4nsten eller n\u00e5gon information som r\u00f6r Kunden till tredje part.<\/p>\n<h3><b>1.7 Kundens ansvar f\u00f6r egna data<\/b><\/h3>\n<p>Kunden ansvarar ensam f\u00f6r att s\u00e4kerst\u00e4lla att dess egna data f\u00f6ljer alla till\u00e4mpliga lagar och regler vid varje given tidpunkt.<\/p>\n<h3><b>1.8 Kunddata vid upps\u00e4gning<\/b><\/h3>\n<p>Upon termination of the customer relationship, the Customer&#8217;s data shall be deleted within two months after termination, or sooner if requested by the Customer. Customer data may still appear in older backups, which will be rotated out over time.<\/p>\n<h3><b>1.9 Underprocessorer \/ underleverant\u00f6rer<\/b><\/h3>\n<p>Om inte annat uttryckligen avtalats mellan Leverant\u00f6ren och Kunden, anv\u00e4nder Leverant\u00f6ren endast ett datacenter i Oslo, Cloudflare och DigitalOcean som underleverant\u00f6rer f\u00f6r datalagring.<\/p>\n<p>Leverant\u00f6ren anv\u00e4nder datacenter som drivs av underleverant\u00f6rer inom EU\/EES. Dessa underleverant\u00f6rer arbetar i enlighet med GDPR.<\/p>\n<h2><b><br \/>\n2. Avtalet<\/b><\/h2>\n<h3><b>2.1 Avtalets bildande<\/b><\/h3>\n<p>Avtalet ing\u00e5s n\u00e4r Kunden accepterar dessa villkor i best\u00e4llningsformul\u00e4ret och mottar en bekr\u00e4ftelse via e-post att best\u00e4llningen har mottagits.<\/p>\n<h3><b>2.2 Avtalstid<\/b><\/h3>\n<p>Avtalet l\u00f6per under 12 m\u00e5nader om inte annat skriftligen avtalats.<\/p>\n<h3><b>2.3 Upps\u00e4gning av Kunden<\/b><\/h3>\n<p>Kunden kan s\u00e4ga upp Avtalet n\u00e4r som helst. I s\u00e5 fall ska Avtalet g\u00e4lla till slutet av den innevarande prenumerationsperioden. Leverant\u00f6ren ska inte \u00e5terbetala redan inbetalda belopp.<\/p>\n<h3><b>2.4 Upps\u00e4gning av leverant\u00f6ren<\/b><\/h3>\n<p>The Supplier has the right to terminate the Agreement immediately and without stating a reason. In such case, the Supplier shall provide the Customer&#8217;s content electronically and refund the portion of the subscription fee relating to the period the Customer was unable to use the Service.<\/p>\n<h2><b><br \/>\n3. Webbhotell och underh\u00e5ll<\/b><\/h2>\n<h3><b>3.1 S\u00e4kerhet<\/b><\/h3>\n<p><b>Cache-server<\/b><\/p>\n<p>Den h\u00e4r servern fungerar som en hastighetsoptimerare f\u00f6r webbplatsen samtidigt som den f\u00f6rb\u00e4ttrar s\u00e4kerheten genom att filtrera bort o\u00f6nskad trafik och dataf\u00f6rfr\u00e5gningar.<\/p>\n<p><b>Databaseserver<\/b><\/p>\n<p>Detta \u00e4r en dedikerad och isolerad server som lagrar all kundinformation. Den \u00e4r konfigurerad f\u00f6r att minimera risken f\u00f6r dataintr\u00e5ng eller dataf\u00f6rlust.<\/p>\n<p><b>Webbserver<\/b><\/p>\n<p>Den h\u00e4r servern \u00e4r k\u00e4rnsystemet som k\u00f6r webbplatsens k\u00e4llkod och \u00e4r specifikt utformad f\u00f6r att motst\u00e5 olika typer av cyberhot.<\/p>\n<p><b>S\u00e4kerhetskopieringsserver<\/b><\/p>\n<p>Ut\u00f6ver de andra lagren lagras nattliga s\u00e4kerhetskopior av all viktig data p\u00e5 en separat server. S\u00e4kerhetskopior sparas i upp till 20 dagar f\u00f6r att s\u00e4kerst\u00e4lla att v\u00e4rdefull information inte g\u00e5r f\u00f6rlorad.<\/p>\n<h2><b><br \/>\n4. Betalning<\/b><\/h2>\n<h3><b>4.1 Betalning och prenumeration<\/b><\/h3>\n<p>Tj\u00e4nsten ska f\u00f6rbetalas kvartalsvis.<\/p>\n<h3><b>4.2 Faktura<\/b><\/h3>\n<p>Fakturor skickas ut 30 dagar innan prenumerationsperioden l\u00f6per ut och fakturorna ska vara betalda inom 14 dagar.<\/p>\n<h3><b>4.3 Pris\u00e4ndringar<\/b><\/h3>\n<p>Leverant\u00f6ren f\u00f6rbeh\u00e5ller sig r\u00e4tten att \u00e4ndra priser utan f\u00f6reg\u00e5ende meddelande. S\u00e5dana prisf\u00f6r\u00e4ndringar ska inte g\u00e4lla f\u00f6r Kunden under den g\u00e4llande avtalsperioden.<\/p>\n<h3><b>4.4 Bristande betalning<\/b><\/h3>\n<p>Vid utebliven betalning kan Leverant\u00f6ren st\u00e4nga av Tj\u00e4nsten utan f\u00f6reg\u00e5ende meddelande. Leverant\u00f6ren har r\u00e4tt att ta ut en \u00e5teruppkopplingsavgift p\u00e5 100 EUR f\u00f6r att \u00e5teraktivera Tj\u00e4nsten.<\/p>\n\n<h2><b>5. \u00c4gander\u00e4tt<\/b><\/h2>\n<h3><b>5.1 Inneh\u00e5ll<\/b><\/h3>\n<p>Allt inneh\u00e5ll \u00e4gs och hanteras av Kunden, inklusive hantering av anv\u00e4ndare och \u00e5tkomstr\u00e4ttigheter. Kunden ansvarar f\u00f6r att f\u00f6lja upphovsr\u00e4ttslagen och all annan relevant lagstiftning.<\/p>\n<p>Vid brott mot lagen kan leverant\u00f6ren tvingas avbryta tj\u00e4nsten.<\/p>\n<h3><b>5.2 Kontroversiellt inneh\u00e5ll<\/b><\/h3>\n<p>The Supplier reserves the right to suspend the Service if the content violates Norwegian law or the Supplier&#8217;s standards. Examples include racism and pornography.<\/p>\n<h2><b><br \/>\n6. Trafik<\/b><\/h2>\n<p>Den till\u00e5tna m\u00e4ngden trafik anges f\u00f6r varje prenumeration. Om trafikgr\u00e4nsen \u00f6verskrids kommer kunden att meddelas och d\u00e4refter faktureras f\u00f6r \u00f6veranv\u00e4ndning.<\/p>\n<p>&nbsp;<\/p>\n<h2><b><br \/>\n7. E-post<\/b><\/h2>\n<p>Det \u00e4r inte till\u00e5tet att anv\u00e4nda utg\u00e5ende e-postservrar eller webbservrar f\u00f6r massutskick av e-post. Aktivitet som leder till att en utg\u00e5ende e-postserver svartlistas kan resultera i att webbplatsen st\u00e4ngs av.<\/p>\n<p>&nbsp;<\/p>\n<h2><b>8. Support<\/b><\/h2>\n<h3><b>8.1 St\u00f6d f\u00f6r anv\u00e4ndning av MentorKit-inl\u00e4rningsl\u00f6sning<\/b><\/h3>\n<p>F\u00f6retagskunder f\u00e5r gratis support.<\/p>\n<h3><b>8.2 Plattformst\u00f6d<\/b><\/h3>\n<p>All customers receive free support for the platform. &#8220;Platform&#8221; means the underlying services such as backup, Varnish cache, firewall, SFTP, and similar infrastructure.<\/p>\n<h3><b>8.3 Vem kan f\u00e5 st\u00f6d<\/b><\/h3>\n<ul>\n<li>\n<p>Endast de tv\u00e5 utsedda administrat\u00f6rerna f\u00e5r ringa, skicka e-post eller skapa support\u00e4renden p\u00e5:<\/p>\n\n<blockquote data-secret=\"oXGFTZOr3b\"><p><a href=\"https:\/\/simplylearn.com\/support\/\">St\u00f6d<\/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>Kursadministrat\u00f6rer, instrukt\u00f6rer och vanliga anv\u00e4ndare m\u00e5ste kontakta en av administrat\u00f6rerna f\u00f6r att f\u00e5 hj\u00e4lp.<\/p>\n<\/li>\n<\/ul>\n<h3><b>8.4 Vad ing\u00e5r i support<\/b><\/h3>\n<p>Supporten inkluderar:<\/p>\n<ul>\n<li>\n<p>Hur man anv\u00e4nder plattformen<\/p>\n<\/li>\n<li>\n<p>Hur man s\u00e4tter upp en kurs<\/p>\n<\/li>\n<li>\n<p>R\u00e5d om b\u00e4sta praxis<\/p>\n<\/li>\n<li>\n<p>Hur man anv\u00e4nder kursplattformen<\/p>\n<\/li>\n<li>\n<p>Hur man anv\u00e4nder webbinarier, sidbyggare och andra funktioner<\/p>\n<\/li>\n<\/ul>\n<h3><b>8.5 Vad som inte ing\u00e5r i support<\/b><\/h3>\n<p>Efter att den f\u00f6rsta kursen har satts upp, brukar f\u00f6ljande <b>inte<\/b> ing\u00e5r i st\u00f6det:<\/p>\n<ul>\n<li>\n<p>Att st\u00e4lla in kursinneh\u00e5ll<\/p>\n<\/li>\n<li>\n<p>Producering av text, bilder, video eller annat inneh\u00e5ll<\/p>\n<\/li>\n<li>\n<p>Redigera kursinneh\u00e5ll<\/p>\n<\/li>\n<li>\n<p>Att s\u00e4tta upp webbinarier eller andra inneh\u00e5llsrelaterade uppgifter<\/p>\n<\/li>\n<\/ul>\n<p>De fyra omr\u00e5dena ovan anses <b>inneh\u00e5llsutveckling<\/b> och debiteras separat per minut eller per timme.<\/p>\n<h3><b>8.6 Inneh\u00e5llsutveckling<\/b><\/h3>\n<p>Utveckling av kursinneh\u00e5ll ing\u00e5r inte i supporten.<\/p>\n<p>MentorKit kan hj\u00e4lpa till till en avgift av <b>139 EUR per timme<\/b>.<\/p>\n\n<h2><b>9. Svarstider<\/b><\/h2>\n<p>Alla e-postf\u00f6rfr\u00e5gningar ska besvaras inom en arbetsdag om inte annat avtalats.<\/p>\n<p>Telefonsamtal besvaras under ordinarie kontorstid fr\u00e5n <b>09:00 till 15:30 CET<\/b>. Under helgdagar kan telefontillg\u00e4ngligheten vara begr\u00e4nsad.<\/p>\n<h3><b>9.1 Felkorrigering<\/b><\/h3>\n<p>Felavhj\u00e4lpning i fall d\u00e4r en tj\u00e4nst inte fungerar ska p\u00e5b\u00f6rjas inom tv\u00e5 timmar efter att fr\u00e5gan har besvarats. F\u00f6r mindre kritiska fel ska avhj\u00e4lpning p\u00e5b\u00f6rjas senast en arbetsdag efter att fr\u00e5gan har besvarats.<\/p>\n\n<h2><b>10. Hackergaranti<\/b><\/h2>\n<p>The Supplier guarantees, at no additional cost, to clean a WordPress site hosted on the Supplier&#8217;s servers if it is infected by hackers, provided that the Customer keeps WordPress, themes, and plugins updated.<\/p>\n<p>Om Kunden har ett abonnemang som omfattar leverant\u00f6rens ansvar f\u00f6r s\u00e5dana uppdateringar, g\u00e4ller garantin i alla fall.<\/p>\n<p>Garantin g\u00e4ller inte om:<\/p>\n<ul>\n<li>\n<p>Kunden \u00f6ppnar egna bakd\u00f6rrar eller os\u00e4kra \u00e5tkomstpunkter till l\u00f6sningen<\/p>\n<\/li>\n<li>\n<p>Kunden anv\u00e4nder mycket svaga l\u00f6senord som komprometteras genom brute-force-attacker<\/p>\n<\/li>\n<li>\n<p>the website was already hacked when it was moved to the Supplier&#8217;s servers<\/p>\n<\/li>\n<\/ul>\n<p>Leverant\u00f6ren f\u00f6rbeh\u00e5ller sig r\u00e4tten att st\u00e4nga av en hackad webbplats tills den har rensats fr\u00e5n infektion.<\/p>\n<p>&nbsp;<\/p>\n<h2><b>11. Flera webbplatser<\/b><\/h2>\n<p>Multisite f\u00e5r endast anv\u00e4ndas f\u00f6r webbplatser som tillh\u00f6r samma organisationsnummer som Kunden, om inte annat avtalats. Det \u00e4r inte till\u00e5tet att anv\u00e4nda multisite f\u00f6r \u00e5terf\u00f6rs\u00e4ljning eller liknande \u00e4ndam\u00e5l.<\/p>\n<p>Uppdateringar av WordPress, teman och plugins ing\u00e5r endast kostnadsfritt om de kan uppdateras med hj\u00e4lp av <b>WP-CLI<\/b>. Endast huvudanl\u00e4ggningen kommer att inspekteras visuellt.<\/p>\n<h2><b>12. Verksamhet<\/b><\/h2>\n<h3><b>12.1 S\u00e4kerhetskopiering<\/b><\/h3>\n<p>Leverant\u00f6ren ska ta s\u00e4kerhetskopior varje natt och beh\u00e5lla all data i upp till sex dagar. Vid dataf\u00f6rlust \u00e4r Kunden skyldig att omedelbart meddela Leverant\u00f6ren.<\/p>\n<h3><b>12.2 \u00c5terst\u00e4llning av data<\/b><\/h3>\n<p>Data\u00e5terst\u00e4llning ska utf\u00f6ras kostnadsfritt vid dataf\u00f6rlust som inte orsakats av kunden, eller om f\u00f6rlusten beror p\u00e5 misslyckade uppdateringar av WordPress, plugins eller teman.<\/p>\n<h3><b>12.3 Garanterad drifttid<\/b><\/h3>\n<p>Leverant\u00f6ren ska s\u00e4kerst\u00e4lla en s\u00e4ker drift av servrarna. Tj\u00e4nsten ska vara tillg\u00e4nglig 24 timmar om dygnet, f\u00f6rutom under n\u00f6dv\u00e4ndiga underh\u00e5llsperioder.<\/p>\n<p>Leverant\u00f6ren garanterar <b>99% uppetid<\/b> m\u00e4tt \u00f6ver en m\u00e5nad.<\/p>\n<p>Om drifttiden sjunker under denna niv\u00e5, g\u00e4ller f\u00f6ljande krediter p\u00e5 n\u00e4sta faktura:<\/p>\n<ul>\n<li>\n<p>below 99% uptime: credit equal to 25% of one month&#8217;s fee<\/p>\n<\/li>\n<li>\n<p>below 98% uptime: credit equal to 50% of one month&#8217;s fee<\/p>\n<\/li>\n<li>\n<p>95% drifttid eller l\u00e4gre: hela m\u00e5naden ska krediteras<\/p>\n<\/li>\n<\/ul>\n<p>F\u00f6ljande orsaker till driftstopp \u00e4r undantagna fr\u00e5n garantin f\u00f6r drifttid:<\/p>\n<ul>\n<li>\n<p>planerat och meddelat driftstopp<\/p>\n<\/li>\n<li>\n<p>avbrott orsakade av fel i WordPress eller plugins<\/p>\n<\/li>\n<li>\n<p>nertid orsakad av kunden<\/p>\n<\/li>\n<li>\n<p>avbrott orsakat av force majeure<\/p>\n<\/li>\n<\/ul>\n\n<h2><b>13. \u00d6verl\u00e5telse \/ \u00e5terf\u00f6rs\u00e4ljning<\/b><\/h2>\n<h3><b>13.1 Kunden<\/b><\/h3>\n<p>The Customer may not assign its rights or obligations under this Agreement to any third party without the Supplier&#8217;s written consent.<\/p>\n<h3><b>13.2 Leverant\u00f6ren<\/b><\/h3>\n<p>Leverant\u00f6ren f\u00e5r \u00f6verl\u00e5ta alla r\u00e4ttigheter och skyldigheter enligt detta avtal till tredje part.<\/p>\n<p>&nbsp;<\/p>\n\n<h2><b>14. Ansvar<\/b><\/h2>\n<p>Leverant\u00f6ren ska endast h\u00e5llas ansvarig f\u00f6r skador vid grov v\u00e5rdsl\u00f6shet och aldrig f\u00f6r ett belopp som \u00f6verstiger den avgift som Kunden har betalat f\u00f6r Tj\u00e4nsten under de tre m\u00e5naderna n\u00e4rmast f\u00f6re skadeh\u00e4ndelsen.<\/p>\n<p>Leverant\u00f6ren ska aldrig vara ansvarig gentemot n\u00e5gon tredje part.<\/p>\n<p>Kunden ansvarar f\u00f6r allt inneh\u00e5ll, inklusive anv\u00e4ndarhantering och \u00e5tkomstkontroll.<\/p>\n<p>&nbsp;<\/p>\n<h2><b><br \/>\n15. Force majeure<\/b><\/h2>\n<p>If the Service cannot, wholly or partly, be delivered due to circumstances beyond the Supplier&#8217;s control, the Supplier&#8217;s obligations shall be suspended for as long as such circumstances continue.<\/p>\n<p>S\u00e5dana omst\u00e4ndigheter kan inkludera, men \u00e4r inte begr\u00e4nsade till:<\/p>\n<ul>\n<li>\n<p>hackarattacker<\/p>\n<\/li>\n<li>\n<p>strejker<\/p>\n<\/li>\n<li>\n<p>politiska beslut<\/p>\n<\/li>\n<li>\n<p>telekomn\u00e4tverksfel<\/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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