Service Level Agreement (SLA)

The Provider guarantees an uptime or availability which shall match the requirements specified in the Product-specific Service Level as defined in relevant Appendices. The Platform will provide three levels of availability, related to the three different product quality tiers:

Alpha/Early access: Early testing phase with somewhat limited functionality. Products are not feature-complete, and significant API changes may occur. No SLAs apply, and products are recommended only for test environments, not production use.

Beta: More stable and feature-complete than Alpha, but still subject to changes with notice. Suitable for testing and limited production environments, but no SLAs or guaranteed stability apply. Documentation is available but may evolve.

General Availability: Fully supported, stable, and ready for production use. SLAs apply, with no breaking changes made without versioning or prior communication at least 3 months in advance. Products are feature-complete and reliable for commercial deployment.

The uptime and availability is contingent on third-party services being operational. In the event that third-party dependencies affect service availability, specific business continuity and failover mechanisms may be agreed upon in each Product Appendix to mitigate such risks.

For Incident Management, the Provider commits to responding to critical issues within one business day. For high-priority issues, a response will be provided within two business days. The Provider will maintain detailed logs of incidents, which will be available to the Client for audit purposes.

The Client will be granted access to monitoring systems and operational logs to ensure transparency in service delivery. In the event that the Provider fails to meet the agreed-upon SLA levels, the Client will be entitled to a proportional reduction in the yearly service fee, based on the severity and duration of the breach.