Service Level Agreement (SLA)

1. Scope

This SLA applies to the production SimpleAct SaaS environment and defines support and response targets.

2. Availability target

Target availability: 99.5% per calendar month.

3. Support window

Business days (Mon-Fri), 09:00-18:00 CET/CEST, excluding public holidays in NRW, Germany.

4. Incident priorities and first response

• P1 Critical outage: first response within 4 hours.
• P2 Major impairment: first response within 1 business day.
• P3 Minor issue: first response within 2 business days.

5. Planned maintenance

Planned maintenance is announced in advance where feasible and scheduled to minimize customer impact.