This Service Level Agreement ("SLA") forms part of the Terms of Service between Subduxion B.V. ("Subduxion", "we", or "our") and the Customer, and defines the service availability commitments, support response standards, and remedies applicable to the Blake platform (the "Services").
This SLA applies to Customers on paid subscription plans. Customers on free trials, Preview, or Beta features are not covered by the availability commitment in Section 2, but are entitled to the support standards described in Section 3.
1. Definitions
- "Monthly Uptime Percentage" means the total number of minutes in a calendar month minus the number of minutes of Downtime, divided by the total number of minutes in the calendar month, expressed as a percentage.
- "Downtime" means a period during which the Services are materially unavailable or materially degraded for the Customer, as measured by Subduxion's monitoring systems. Downtime excludes Scheduled Maintenance and Exclusions as defined below.
- "Scheduled Maintenance" means planned maintenance windows communicated to Customers at least 48 hours in advance. Subduxion will use commercially reasonable efforts to schedule maintenance during low-traffic periods (typically between 02:00 and 06:00 CET on weekdays).
- "Service Credit" means a credit applied to the Customer's account, calculated as a percentage of the monthly subscription fee for the affected month.
2. Availability Commitment
2.1 Uptime Target
Subduxion commits to a Monthly Uptime Percentage of at least 99.9% for the core Services, including the platform application, API endpoints, and data processing pipelines.
2.2 Service Credits
If the Monthly Uptime Percentage falls below the committed level, the Customer is entitled to request a Service Credit in accordance with the following schedule:
| Monthly Uptime Percentage | Service Credit |
|---|---|
| 99.0% to < 99.9% | 10% of monthly fee |
| 95.0% to < 99.0% | 25% of monthly fee |
| Below 95.0% | 50% of monthly fee |
2.3 Credit Request Procedure
To receive a Service Credit, the Customer must submit a request to support@subduxion.com within 30 days of the end of the calendar month in which the Downtime occurred. The request must include the dates and times of the Downtime and a description of the impact. Subduxion will evaluate the request against its monitoring data and respond within 10 business days.
2.4 Credit Limitations
- Service Credits are the Customer's sole and exclusive remedy for Downtime under this SLA.
- The aggregate Service Credits for any calendar month shall not exceed 50% of the monthly subscription fee for that month.
- Service Credits are applied as a credit against future invoices and are not redeemable for cash or refund.
- Service Credits are forfeited upon termination of the subscription.
2.5 Exclusions
The following are excluded from the Downtime calculation and do not give rise to Service Credits:
- Scheduled Maintenance communicated in accordance with Section 1.
- Force majeure events as defined in the Terms of Service.
- Failures of the Customer's internet connectivity, hardware, software, or network infrastructure.
- Actions or omissions of the Customer or its users, including misconfiguration of the Services.
- Third-party services or integrations not operated by Subduxion, including CRM platforms, email providers, or API services.
- Suspension of the Customer's account in accordance with the Terms of Service.
- Features designated as Preview, Beta, or Early Access.
3. Support
3.1 Support Channels
Subduxion provides technical support through the following channels:
- Email: support@subduxion.com (all plans)
- In-app support: available within the platform interface (all plans)
3.2 Response Times
Subduxion targets the following initial response times based on issue severity:
| Severity | Description | Initial Response |
|---|---|---|
| Critical | Services unavailable or severely degraded for all users | 1 hour (business hours) |
| High | Material feature unavailable or significant performance degradation | 4 hours (business hours) |
| Medium | Non-critical feature issue or moderate performance impact | 1 business day |
| Low | General questions, feature requests, minor issues | 2 business days |
Business hours are Monday through Friday, 09:00 to 18:00 CET, excluding Dutch public holidays. Response times are targets and not guaranteed commitments. Subduxion will use commercially reasonable efforts to meet or exceed these targets.
3.3 Escalation
If a support request is not resolved to the Customer's satisfaction within a reasonable timeframe, the Customer may escalate the matter by contacting support@subduxion.com with the subject line "Escalation" and a reference to the original support ticket. Escalated issues are reviewed by senior technical staff.
4. Maintenance and Updates
4.1 Scheduled Maintenance
Subduxion performs regular maintenance to ensure the security, performance, and reliability of the Services. Scheduled maintenance windows will be communicated at least 48 hours in advance via email or in-app notification. Subduxion targets no more than 4 hours of scheduled maintenance per month.
4.2 Emergency Maintenance
Subduxion may perform emergency maintenance without prior notice to address security vulnerabilities, data integrity issues, or other circumstances that pose an immediate risk to the Services or customer data. Subduxion will notify affected Customers as soon as practicable during or after emergency maintenance.
4.3 Updates
Subduxion deploys updates, improvements, and bug fixes to the Services on a continuous basis. Such updates are generally deployed without interruption to the Services. Material changes to functionality will be communicated in accordance with the Terms of Service.
5. Monitoring and Reporting
Subduxion continuously monitors the availability and performance of the Services using automated monitoring systems. In the event of Downtime, Subduxion will:
- Initiate incident response procedures in accordance with the Security Policy.
- Provide status updates at reasonable intervals during the incident.
- Publish a post-incident summary for incidents resulting in more than 30 minutes of unplanned Downtime.
6. Changes to This SLA
Subduxion may update this SLA from time to time. Changes that materially reduce the service level commitments will be communicated at least 60 days in advance and will take effect at the start of the next subscription renewal period.
7. Contact
For questions regarding this SLA or to submit a Service Credit request:
Subduxion B.V.
Attn: Customer Support
High Tech Campus 5
5656 AE Eindhoven
The Netherlands
Email: support@subduxion.com