Last reviewed 2026-10-13
Service Level Agreement
This SLA applies to paying customers. It is part of the Terms of Service.
1. Uptime targets
| Plan | Monthly uptime target | Definition |
|---|---|---|
| Single Audit and Guard | 98% | Web app, audits and checks, and report export reachable and responsive. |
| Enterprise | 98% | As agreed per engagement; at least the self serve target. |
Uptime is calculated as (total minutes in the month - downtime minutes) / total minutes, excluding planned maintenance and excluded events (below).
Note: while several features are still in active testing and the operating entity (SARL) is being finalised, both targets are set at 98%. Once the company structure is fully established and the platform exits its test phase, the self serve target will be raised to 99.5% and the Enterprise target to 99.9%.
2. Planned maintenance
We aim to schedule maintenance outside business hours (CET) and to announce it at least 48 hours in advance through the in-app banner and the status page (when introduced). Planned maintenance does not count as downtime.
3. Support response targets
| Plan | First response (business days) | Channel |
|---|---|---|
| Account without an audit or a plan yet | Best effort | contact@ecgtready.eu |
| Single Audit and Guard | 2 business days | contact@ecgtready.eu, in-app help |
| Enterprise | 1 business day | contact@ecgtready.eu, in-app help, priority queue |
Business days are Monday to Friday, 9:00 to 18:00 CET, excluding Luxembourg public holidays.
4. Service credits
If we miss the monthly uptime target, you can request a service credit:
- 5% of monthly fees for each 0.1% miss below target.
- Capped at 30% of the monthly fees for that month.
- Credits apply to your next invoice. They are not redeemable for cash.
Request a credit within 30 days of the affected month to contact@ecgtready.eu. Service credits are your sole and exclusive remedy for missed targets.
5. Exclusions
- Force majeure (large-scale outages of upstream providers, network attacks, acts of state).
- Customer-caused issues (misconfiguration, exhausted quotas, blocked IPs).
- Beta features and explicitly labelled experimental endpoints.
6. Status
Until a public status page is launched, incidents are reported by email to active customers and announced in the in-app banner.