Service Level Agreement

Effective Date: May 1st, 2024

This Service Level Agreement ("SLA") outlines the service levels provided by Repasdo AS ("Company," "we," "us," or "our") regarding the availability and performance of our services (the "Services") and the responsibilities of both parties.

Service Availability

We aim to provide 99.9% uptime for our Services, excluding scheduled maintenance and any events beyond our control (force majeure). This commitment is contingent upon any third party solution provider’s availability of service.

Scheduled Maintenance

We will provide advance notice of scheduled maintenance that may affect the availability of our Services. Such notice will be given at least 24 hours in advance via email and website announcement.

Support Response Times

We commit to the following response times for support inquiries for Brand and Enterprise customers, based on the severity of the issue:

• Critical Issues: response within 6 hours
• High Priority Issues: response within 12 hours
• Medium Priority Issues: response within 1 business day
• Low Priority Issues: response within 3 business days

Service Credits

If we fail to meet the uptime commitment specified, you may be eligible for service credits as follows:

• 99.0% - 99.9% Uptime: 10% service credit
• 95.0% - 98.9% Uptime: 20% service credit
• Below 95.0% Uptime: 30% service credit

Service credits will be calculated based on the monthly service fee paid by you for the affected Services. To request service credits, you must submit a written request within 30 days of the service disruption.

Database Provider Reference

Our database services are provided through Supabase Inc., and their SLA governs the availability and performance of those database services. In the event of any conflicts between this SLA and Supabase's SLA, Supabase's SLA will take precedence regarding database availability.

Data Ownership and Access

The customer retains full ownership of all data generated by the customer within the service. The customer has unconditional access to retrieve this data at any time. Additionally, the customer is entitled to recover backed-up data for any point in time within the preceding seven days as a standard service offering. Should the customer require a longer retention period, options for extending this timeframe are available.

Limitations

This SLA does not apply to issues caused by factors outside our reasonable control, such as natural disasters or internet service provider outages, scheduled maintenance periods or any issues arising from your misuse of the Services or failure to comply with the Terms of Use.

Modifications to the SLA

We reserve the right to modify this SLA at any time. Any changes will be communicated to you, and your continued use of the Services following such modifications will constitute acceptance of the revised SLA.

Contact Us

For any questions regarding this SLA or to request support, please contact us at: info@repasdo.com