Service Level Agreement (SLA)
This Service Level Agreement ("SLA") sets forth the performance targets, support response times, and service commitments for the software services ("Software") provided by us to our customers ("Customer").
Agreement & Target Parameters
- Target Uptime: 99.9% availability.
- Recovery Time Objective (RTO): 8 hours (maximum target resolution time for unexpected system issues).
- Recovery Point Objective (RPO): 24 hours (maximum data loss window, matching backup frequency).
- Coverage Hours: Standard support is provided via email from 9:30 AM to 6:30 PM (CET), Monday through Friday, excluding public holidays.
- Continuous Operations: Service availability is maintained 24/7, including weekends and holidays.
Priority Levels & Response Targets
| Severity Level | Description | Target Response Time |
|---|---|---|
| 1. Outage | Application or server completely down | Immediate |
| 2. Critical | High risk of impending downtime or major failure | Within 1 hour |
| 3. Urgent | Core end-user functionality impacted | Within 1 hour |
| 4. Monitor | Issue addressed; potential future impact | Within 1 business day |
| 5. Informational | General inquiry or information request | Within 2 business days |
Note: Response times for Severity Level 2 and below may be extended by up to 24 hours during weekends and public holidays.
Shared Responsibilities
Provider Responsibilities
- Serve as primary support provider for the Software.
- Notify Customers regarding scheduled maintenance windows and unscheduled service disruptions.
Customer Responsibilities
- Provide necessary details, context, and support assistance required to investigate and resolve reported issues.
- Timely communicate changing business requirements that impact SLA terms.
Exceptions & Service Limitations
Performance commitments do not apply under the following circumstances:
- Force Majeure: Outages or degraded performance caused by events beyond reasonable control, as defined in our Terms of Use.
- Third-Party Infrastructure: Service disruptions resulting directly from failures of upstream third-party service or infrastructure providers.
Indemnification & Downtime Credits
If system downtime exceeds the allowable limits defined by the 99.9% uptime target, financial indemnification is provided as a credit based on total system inaccessibility.
Calculation Formula
Financial credits are calculated strictly based on full hours of unexcused downtime exceeding the annual target:
| Credit = | ( | C | ) | × H |
| D × 24 |
- C = Total contract value for the subscription period
- D = Total days in the subscription period
- H = Verified hours of downtime beyond the 99.9% uptime target
Liability Cap
In accordance with our Terms of Use, total aggregate financial liability under this SLA will not exceed the total fees paid by the Customer during the preceding twelve (12) months.