Service Level Agreement.

Uptime target#

99.9% monthly uptime across the customer-facing configurator surface (the configurators we host on customer domains).

This is measured against the time the configurator surface responds to public requests with valid content. Scheduled maintenance (announced 7 days in advance, performed in low-traffic windows for your region) is excluded.

Customer authoring dashboards have a 99.5% target (lower because they’re internal-facing and brief outages there don’t affect your buyers).

Service credits#

If we miss the 99.9% in a given month:

• 99.0%–99.9%: 10% credit on that month’s subscription.
• 95.0%–99.0%: 25% credit.
• Below 95.0%: 50% credit.

Credits are applied to the following month’s invoice. You request them via the contact page with topic “Legal” and “SLA credit”; we process within 5 working days.

Support response times#

By tier (specified in your order form):

Standard tier#

• Initial response: within 1 working day.
• Working hours: Mon–Fri, 9–17 CET.
• Channels: email, in-product chat.
• Production incidents: triaged within 2 hours during working hours.

Growth tier#

Includes the 90-day growth program and a dedicated customer success owner.

• Initial response: within 4 working hours.
• Working hours: Mon–Fri, 9–17 CET (after-hours for production incidents only).
• Channels: email, in-product chat, Slack Connect channel.
• Production incidents: triaged within 1 hour during working hours, 4 hours after-hours.

Enterprise tier#

• Initial response: within 1 working hour during your timezone working hours.
• 24/7 production incident response.
• Dedicated customer success owner + named technical contact.
• Quarterly executive business reviews.
• Custom SLA terms negotiable at contract.

Incident severity#

• Sev 1: Production configurator is down or returning incorrect quotes. Triaged immediately, communicated within 30 minutes, post-mortem within 5 working days.
• Sev 2: Production configurator is degraded (slow, partial functionality). Triaged within 2 hours, post-mortem within 10 working days if customer-impacting.
• Sev 3: Non-production issues, feature requests, questions. Standard support flow.

Communication#

For Sev 1 and Sev 2:

• Initial customer notification when the incident is acknowledged.
• Progress update every 30 minutes during active incident response.
• Resolution notification with a brief root-cause summary.
• Full post-mortem within the SLA window above.

Communication is via email to the registered customer success contact, plus in-product banner for the affected customer’s authoring users.

What’s not covered#

• Issues caused by customer-side configuration errors (we’ll help diagnose but don’t credit).
• Issues caused by third-party services the customer chose to integrate (their CRM down, their payment gateway timing out).
• Issues caused by customer’s domain configuration (DNS, certificate, CDN if managed by the customer).
• Force majeure (natural disasters, internet backbone outages, regulatory orders, etc.).

How this maps to security#

The security page covers incident response from the security side (data breaches, unauthorised access). This SLA covers operational uptime. Both are part of the platform’s reliability posture.

For the legal frame, see the platform terms, where this SLA is incorporated by reference.