Service Level Agreement

This SLA applies to paying customers. It is part of the Terms of Service.

1. Uptime targets

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

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.