Service Level Agreement

This Service Level Agreement ("SLA") is incorporated into and forms part of the Terms of Service (the "Agreement") between Venuvo AB (org.nr 559499-4484) ("Venuvo") and the Customer. This SLA sets forth the service levels, support commitments, and remedies applicable to the Service.

Language: This SLA exists in Swedish and English. In the event of any discrepancy between the versions, the Swedish version prevails. See Section 8.

1. Definitions

Downtime

Any period during which the Service is materially unavailable to Customer. A period of Downtime begins when Venuvo confirms the unavailability, whether through its own monitoring or upon notification by Customer, and ends when the Service is restored to material availability.

Monthly Uptime Percentage

Calculated as: ((Total Minutes in Calendar Month – Downtime Minutes) / Total Minutes in Calendar Month) × 100. For example, in a 30-day month (43,200 total minutes), 216 minutes of Downtime would result in 99.5% uptime.

Scheduled Maintenance

Planned maintenance that Venuvo performs to update, improve, or maintain the Service infrastructure. Scheduled Maintenance is not counted as Downtime, provided that Venuvo gives advance notice as specified in Section 3.

Service Credit

A credit applied to Customer's future invoice as compensation for Downtime that falls below the committed service level.

Sub-Processor

A third party engaged by Venuvo to process Customer Data, as listed in the sub-processor list published by Venuvo and referenced in the Data Processing Agreement.

2. Uptime commitment

2.1 Service Level Target

Venuvo commits to a Monthly Uptime Percentage of 99.5% for the Service (the "Uptime Commitment"). This means that in any given calendar month, the Service should be available for at least 99.5% of the total minutes, excluding Scheduled Maintenance and Excluded Events.

2.2 Excluded Events

The following events are excluded from Downtime calculations:

• Scheduled Maintenance: Maintenance performed during the designated maintenance window with advance notice (see Section 3).
• Force Majeure: Events beyond Venuvo's reasonable control, including natural disasters, pandemics, war, terrorism, government actions, power outages, and failures of upstream internet or telecommunications infrastructure.
• Customer-Caused Issues: Downtime resulting from Customer's or its Authorized Users' actions, including misconfiguration, misuse, or actions that violate the Terms of Service or the Acceptable Use Policy.
• Third-Party Dependencies: Outages of third-party services, integrations, or suppliers, including Venuvo's Sub-Processors, that are outside Venuvo's direct control.
• Beta Features: Any features, modules, or services designated as "beta", "preview", "early access", or similar.
• Free and Trial Accounts: This SLA does not apply to free-tier or trial subscriptions.

3. Scheduled maintenance

3.1 Maintenance Windows

Planned maintenance will be performed during low-usage windows, typically between 02:00 and 06:00 CET/CEST on weekends (Saturday or Sunday). We will endeavor to schedule maintenance during periods that minimize impact on Customer operations.

3.2 Advance Notice

We will provide at least forty-eight (48) hours' advance notice for scheduled maintenance via email to account administrators and through the in-app notification system. Maintenance notices will include the expected start time, estimated duration, and description of the impact.

3.3 Emergency Maintenance

In exceptional circumstances where maintenance is required to address a critical security vulnerability, prevent data loss, or resolve an active security incident, Venuvo may perform emergency maintenance without advance notice. We will notify affected customers as soon as reasonably practicable and provide a post-maintenance summary.

4. Support services

4.1 Support Channels and Hours

Support is available through the following channels:

• Email: info@venuvo.net
• In-App Support: Support ticket system accessible from within the Service.

Support is available during business hours: Monday to Friday, 09:00–16:00 CET/CEST, excluding Swedish public holidays.

During July and from 24 December to 6 January, staffing is reduced and the response times set out in Section 4.2 are doubled.

4.2 Incident Severity and Response Times

Response times are measured from the time a support ticket is received during business hours. Tickets received outside business hours are considered received at the start of the next business day.

Response times and indicative resolution times are targets, not guarantees. Indicative resolution times do not give rise to Service Credits or any other compensation.

4.3 Escalation

If you believe your support ticket is not receiving appropriate attention, you may request escalation by replying to the ticket with "ESCALATION REQUEST" in the subject line. Escalated tickets will be reviewed by Venuvo's management within one business day.

5. Service credits

5.1 Basis for Credits

Service Credits arise solely from a Monthly Uptime Percentage below the level committed in Section 2. No other failure to meet a target under this SLA, including a response time or an indicative resolution time, gives rise to a Service Credit or any other compensation.

5.2 Credit Schedule

If the Monthly Uptime Percentage falls below 99.5% in any calendar month, eligible Customers may request Service Credits as follows:

5.3 Credit Request Process

To receive Service Credits, Customer must submit a written request to info@venuvo.net within thirty (30) calendar days of the end of the month in which the Downtime occurred. The request must include: (a) the dates and times of the Downtime; (b) a description of the impact; and (c) any relevant evidence (such as screenshots or error messages).

5.4 Credit Limitations

• Service Credits are applied to future invoices and do not entitle Customer to a cash refund.
• The maximum Service Credit for any single calendar month shall not exceed twenty-five percent (25%) of the monthly fee for that month.
• Service Credits are the sole and exclusive remedy for Downtime and for any failure to meet the Uptime Commitment.
• Service Credits may not be transferred, assigned, or applied to other accounts.
• Service Credits expire if not applied within twelve (12) months of issuance.

6. Incident communication

During P1 and P2 incidents, Venuvo will provide:

• An initial status update within one (1) business hour of incident confirmation.
• Periodic updates at intervals of no more than four (4) business hours until the incident is resolved.
• A post-incident summary for P1 incidents, available on request, within five (5) business days of resolution.

Status updates will be provided via email to account administrators and, where available, through a status page.

7. SLA exclusions

This SLA does not apply to: (a) free-tier or trial accounts; (b) features designated as beta, preview, or experimental; (c) Customer-caused issues; (d) force majeure events; (e) third-party services, integrations, or Sub-Processors outside Venuvo's direct control; or (f) any period during which Customer's account is suspended for non-payment or violation of the Acceptable Use Policy.

8. Governing language

This SLA exists in Swedish and English. In the event of any discrepancy between the versions, the Swedish version prevails.

9. Contact

Venuvo AB
Org.nr: 559499-4484

Örebro, Sweden

Email: info@venuvo.net

Website: https://www.venuvo.net