Custodian SLA

Version 1.4, December 2025

This Service Level Agreement (SLA) is applicable to all Custodian Cloud Services, unless otherwise specified in an Order Form or a Contract.

An Order Form should refer to a specific version of this SLA, and the Order Form, the  Cloud Services Terms and this SLA constitute the entire Agreement between a Customer and PSA (PSA Solutions AS or PSA Sweden AB) with regard to Custodian Cloud Services.

For Customers with a local support agreement covering our partner products (e.g., iManage, Deltek Maconomy, Litera, and TIQ Time), the support service terms described below apply to those products as well.

1. ABOUT CUSTODIAN

Custodian is a Digital Services Platform purpose-built to address the requirements of law firms and other professional services firms.

Powered by modern cloud technology, Custodian provides secure master data management and flexible, robust, and secure integration capabilities, allowing organisations to seamlessly connect business critical applications and processes throughout their digital ecosystem.

Custodian also provides standardised industry applications and microservices – purpose-built to boost productivity and ensure efficient and connected processes in law firms and other professional services firms.

Custodian is provided as an Integration Platform as a Service (iPaaS), developed and maintained by PSA and hosted by Intility.

The integration services are licensed as Custodian subscriptions and charged by standard connector (data stream) and/or active Custodian application.

Custodian and Connected Integration services are provided from PSA’s Managed Cloud Centre hosted by Intility in Norway.

2. THE CUSTODIAN iPaaS SERVICE

The Custodian server manages an agreed set of data streams (“Connected Integrations”) between applications and/or data services, that the Customer uses (“Third Party Applications”). Custodian acts as a central hub for data streams, providing a master data and metadata management solution and orchestrator between such Third Party Applications.

After data streams are put into operation, PSA monitors, manages, and maintains the data streams on behalf of the Customer, as a service included in the iPaaS subscription. In addition, regular general software improvements, minor error fixes and service packs are provided, installed, and put into service by PSA.

PSA sets up active monitoring and logs for all data streams. The Customer can log on to the Custodian portal at any time and access log information and an overview of the status of the various data streams.

New Connected Integrations or added Connected Integrations from PSA’s library of standard Connected Integrations will have the same SLA as described in these terms and conditions.

3. SERVICE LEVEL AGREEMENT

PSA will use commercially reasonable efforts to ensure that the Custodian Cloud Services are Available 99.7% of the time in each calendar month, measured over 24x7, excluding: (a) Scheduled Maintenance; (b) Emergency Maintenance; (c) unavailability caused by the Customer, Third Party Applications, or their providers; (d) force majeure events; and (e) failures of the public Internet or Customer’s network.
 
The SLA also includes PSA upgrading and adjusting a Connected Integration when a Third Party Application is upgraded to a new version, provided that the Customer notifies PSA thereof within a reasonable time, and the changes do not result in any significant changes in formats, functions or data stream structure. For major upgrades, this is limited to once a year per Connected Integration.

If the Customer notifies PSA at least 60 days prior to a planned upgrade of a Third Party Application, PSA will use commercially reasonable efforts to adjust the relevant Connected Integration so that it continues to function with the new version as from the planned upgrade date, provided that the changes do not require substantial redesign or new functionality. Where the Customer provides less than 60 days’ notice, PSA will still use commercially reasonable efforts to implement the required adjustments, but PSA does not warrant that the adjustments will be completed by the effective date of the Third Party Application upgrade.

Changes that involve new functionality, substantial changes in data structure, or increased data volumes beyond the agreed scope will be treated as new or materially changed integrations and may be subject to additional subscription fees or time‑and‑materials charges. Upgrades also assume that the new version only incrementally impacts the integration and does not introduce new functionality or significant changes in data structure or volume. Any significant changes, completely new integrations or significant changes in formats may result in an increase in subscription prices or billable consultancy services. Upgrades also assume that the new version only incrementally impacts the integration and does not bring in new functionality or significant changes in data structure or volume. Any significant changes, completely new integrations or significant changes in formats may result in increase in subscription prices, or billable consultancy services.
 
The Custodian SLA furthermore includes PSA actively monitoring all connected integrations.
 

4. SUPPORT SERVICES

Support for the Custodian Digital Services Platform, and its iPaaS capabilities with Connected Integrations, is covered by support services.

PSA will provide support services in respect of incidents relating to the standard software and Connected Integrations.

PSA's helpdesk is staffed on weekdays 09:00-17:00 CET, excluding Norwegian public holidays.

Support services do not cover incidents:

  1. Caused by the Customer, or external consultants or contractors who aren’t employed by PSA.
  2. Caused by PSA’s Software Partners making changes or modifications beyond PSA's reasonable control.

All the Customer’s reported cases are archived and made available to the Customer through PSA’s Service Desk Portal (https://service.psasolutions.com/) in accordance with PSA’s standard operating procedures. The Service Desk can also be contacted by phone (+47 22 34 30 23) and e-mail (service@psasolutions.com).

Customer documentation is provided as follows:
  • customer‑specific fixes are logged and archived in the Support Portal;
  • solution documentation from PSA will be updated following new orders and changes; and
  • general changes to the standard solution are documented in the Support Portal.

Procedure for reporting errors or issues

The Customer reports errors or suspected errors via PSA’s Service Desk Portal (https://service.psasolutions.com/) in accordance with the guidelines stated in the support portal.

The Customer documents suspected errors and problems or requests:

  1. A description of the problem as clearly as possible:
    – specify which integration, module, area, dialogue, function or report is affected, and indicate in which connected Third Party Application the error occurred or was observed;
    – describe the problem, what has been done, what is happening and, if possible, what the expected outcome is;
    – if there are log files, upload them along with any screenshots that explain the problem; and
    – describe the consequences of the problem.
  2. Confirm whether any changes have been made to any Third Party Application or the technical environment.
  3. Confirm whether this has worked in the past.
  4. Confirm whether the problem has occurred before (if it has been reported to support previously, the previous case number must be stated).
  5. Describe what has been done to try to solve the problem.

The following work is considered additional, payable services:

  • PSA’s work on a problem in a module or product that is not provided by PSA;
  • addition of new functionality to existing integrations, or new integrations;
  • end‑user training, user interface customisation, integrations or other forms of incremental development (for example via iManage’s SDK);
  • changes in security set‑up due to changes in the Customer’s networks, software or procedures; and
  • implementation of new modules or solutions in the standard software or in related software solutions.

5. INCIDENT REPORTING

PSA uses a combination of monitoring tools, alerting systems and operational procedures to detect, manage and report incidents that may affect our cloud services. This includes data breaches, DPA-related events, and operational or availability issues.

For incidents that qualify as a personal data breach under the applicable Data Protection Agreement (“DPA”), PSA will notify the Customer in accordance with the timelines and information requirements set out in the DPA. This SLA does not limit or amend PSA’s obligations under the DPA.
 
Confirmed incidents are reported to affected clients main support contacts without undue delay and PSA will provide regular updates throughout the incident lifecycle until it is resolved or closed.
 
Customers can contact the PSA Service Desk at any time for updates. They can also reach out to their Customer Success Manager and, if necessary, escalate through their Executive (C-level) Sponsor.

Custodian iPaaS and Smart Apps logs and service alerts are also available in the Custodian self-service portal.