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.
Contact: