Service Level Agreement (SLA)

Vikingegaarden offers three SLA tiers for Emiko Cloud.

This Service Level Agreement (“SLA”) applies to the Emiko Ecosystem, which consists of the Emiko user interface (UI), backend cloud services, mobile apps (Android/iOS), and Vikingegaarden controllers containing both software and firmware, equipped with GSM/WiFi communication and interfaces for external meter integration (such as M-Bus, Modbus, pulse or similar). Together, these components form the complete Emiko solution.

The purpose of this SLA is to ensure reliable and secure operation of the Emiko Ecosystem.

If an issue is caused by Vikingegaarden’s firmware, software or platform, Vikingegaarden will correct the defect without additional cost.

This SLA covers software, cloud services and remote diagnostics only. All hardware-related tasks are covered exclusively by the Service & Maintenance Agreement.

Products that are not part of the Emiko Ecosystem are governed by the warranty and non-Emiko hardware rules described in Section 16.

2.1 Emiko Platform (Cloud Software)

• Emiko Platform (cloud backend)
• Emiko Web Console
• Emiko mobile applications

2.2 Vikingegaarden Controllers (Software & Firmware) Covered:

• Bug fixes in controller
• software/firmware
• Stability improvements
• Controller–cloud communication
• Recommendations for firmware/software upgrades

Firmware and software upgrades on controllers are available as paid services according to Vikingegaarden’s price list. 

2.3 Support Channels

All support cases must be submitted in writing to:

support@vikingegaarden.com

This is the only official support channel.

Cases sent to personal email, SMS, messaging apps or by phone are not treated as support cases.

Business hours:

• Monday–Thursday: 08:00–16:00 (CET)
• Friday: 08:00–14:00 (CET)

Phone support (short clarifications up to 5 minutes, free of charge): +45 7580 3960

Phone calls do not create support cases.

Phone support exceeding 5 minutes is billed, unless the issue is covered by warranty.

Paid 24/7 Hotline: +45 7580 3961

Price: 800 DKK per started 30 minutes + 600 DKK start fee (ex. VAT)

Hotline cases do not require written submission.

Billing of Support (Non-Warranty Cases)

Support provided outside warranty is billed at 725 DKK per hour (excl. VAT), charged per started 15-minute interval.

This applies to:

• Email support
• Phone support exceeding 5 minutes
• Technical analysis, troubleshooting,
• configuration
• Remote assistance not covered by warranty

2.4 Reaction Times

Reaction time begins when the support case is submitted in writing to support@vikingegaarden.com

2.5 Free Correction of Software Defects

Defects caused by Vikingegaarden’s own software, firmware or cloud platform are corrected free of charge.

2.6 Custom Development

Requested new features, integrations, dashboards, reports or special logic are performed as paid development.

2.7 Custom Modules – Defect Period

For customer-specific modules delivered by Vikingegaarden, defects must be reported within 14 days after customer acceptance.

After this period, all work is considered paid development or maintenance.

2.8 Price Approval Before Work Begins

For all billable work, Vikingegaarden will inform the customer of the price before work is initiated.

Paid work begins only after the customer has provided written approval.

Vikingegaarden provides SIM cards as standard.

Connectivity and data flow are guaranteed only when using Vikingegaarden SIM cards.

If the customer uses their own SIM card or data plan, Vikingegaarden is not responsible for (not limited to):

• GSM coverage or signal strength
• Data plan limitations
• Roaming issues
• Outages
• Missing data
• Troubleshooting related to customer-owned SIM cards

SLA uptime and reaction times do not apply in such cases.

 

Vikingegaarden is not responsible for (not limited to):

• Meter hardware defects
• Incorrect or unstable signals
• Wiring issues or long cable runs
• Electrical noise or interference
• Poor M-Bus/Modbus design
• Damaged or corroded meter cables
• Third-party misconfiguration
• Inaccurate meter data
• Third-party firmware updates
• Unsupported protocol changes

The SLA covers only the ability to receive valid data from external meters.

Primary hosting – Datacenter A

• Danish EU-based datacenter
• 99.98% infrastructure uptime target
• ISAE 3402 certified
• Up to 24 daily Disaster Recovery snapshots + monthly snapshots

Backup – Datacenter B

• Independent EU datacenter
• Enterprise backup (Acronis)
• GFS model: monthly full, differential every 2–4 weeks, daily incremental
• Restore capability within hours

Examples include, but are not limited to:

Hardware & Physical

• Corrosion, water ingress, salt exposure
• Mechanical damage, vandalism or wear and tear
• Replacements of modules (GSM, I/O, relays, sensors)
• Cables, plugs, connectors
• Power failures

On-Site Tasks

•  Travel, labour, lift/crane costs
• Manual firmware upgrades
• Hardware repairs or replacements

Network & Third-Party Failures

• GSM/WiFi outages
• Hosting provider failures
• Telecom shutdowns
• Third-party APIs
• Customer-owned SIM cards

All hardware work is under the Service & Maintenance Agreement.

Remote upgrades are paid services.

If a remote upgrade fails due to hardware or connectivity issues, on-site work is not included.

The Emiko Ecosystem has a target uptime of 99% per calendar year.

Uptime excludes:

• Planned maintenance
• Software updates and patching
• Scheduled downtime
• Third-party outages
• Force majeure
• Customer-owned SIM/WiFi issues

Vikingegaarden is not responsible for issues caused by (not limited to):

• Telecom disruptions
• Network shutdowns
• External meter failures
• Hosting centre outages
• Internet provider failures
• Protocol changes

Vikingegaarden disclaims all liability to the fullest extent permitted by law.

Not liable for (not limited to):

• Indirect or consequential losses
• Lost data
• Lost revenue or production
• Business interruption
• Failures in customer-owned equipment or SIM
• Third-party failures

Maximum liability is limited to the SLA fees paid in the last 12 months.

Vikingegaarden is not liable for events outside reasonable control (not limited to):
war, terrorism, fire, flood, extreme weather, power failures, telecom shutdown, hosting centre failures, government actions.

Term: 12 months, automatically renewed.

Termination: 30 days’ written notice prior to renewal.

All unpaid invoices must be settled before termination.

Access may be suspended in case of unpaid invoices.

This SLA covers only the Emiko Ecosystem.

Hardware and on-site tasks are governed exclusively by the Service & Maintenance Agreement.

This SLA is governed by Danish law.

This SLA does not replace Vikingegaarden’s hardware warranty terms. Warranty applies only to manufacturing defects as described below. All support, inspections, troubleshooting, repairs, replacements, labour, transport and on-site work outside warranty are paid services.

16.1 Warranty Type

Vikingegaarden provides carry-in warranty only (“indleveringsgaranti”).

The customer is responsible for:

• Removing the product from the installation
• Delivering it to Vikingegaarden
• All transport, shipping and re-installation costs

On-site service is not included in warranty and can only be purchased separately.

 

16.2 Warranty Period

Warranty periods and coverage follow the warranty terms applicable to the specific product.

The SLA does not extend hardware warranty unless explicitly agreed in writing.

 

16.3 Inside vs. Outside Warranty

Warranty covers manufacturing defects only.

Inside warranty:

• Manufacturing defects
• Component failure not caused by external conditions

Outside warranty (examples include, but are not limited to):

• Corrosion, water ingress, rust, salt exposure
• Incorrect or inadequate installation
• Wear and tear
• Mechanical damage, accidents or vandalism
• Over-voltage, unstable power supply
• Environmental exposure, storms, lightning
• Damaged cables, connectors or external parts
• Issues caused by customer-owned SIM cards or network equipment
• Use of incompatible accessories or third-party modifications

 

All work on out-of-warranty products – including diagnostics, labour, replacement parts and transport – is invoiced to the customer.

 

16.4 Non-Emiko Hardware Products

Vikingegaarden also sells products that are not part of the Emiko Ecosystem (“Non-Emiko Hardware Products”).

 

Examples include, but are not limited to:

• Sensors and measurement equipment
• Electrical components
• Mechanical parts
• Legacy equipment sold over the company’s 30-year history

For such products:

• Warranty applies only according to the product’s own warranty terms
• SLA benefits do not apply
• Any support, troubleshooting or guidance is billed unless the issue is a covered manufacturing defect

Vikingegaarden is not obligated to provide free support for legacy or third-party hardware.

 

16.5 Out-of-Warranty Assistance

For out-of-warranty or Non-Emiko hardware:

• All diagnostics, analysis and technical support are invoiced
• Replacement parts and modules are invoiced
• On-site work, travel and labour are invoiced according to current rates
• Firmware or software upgrades for such devices are not included in this SLA

 

16.6 SLA vs. Warranty

The SLA covers software, firmware and cloud operation of the Emiko Ecosystem.
Warranty covers manufacturing defects in hardware only.

The SLA does not extend, modify or override hardware warranty terms.