Legal
Epicz Lab AB | Version 1.0 | Effective date: This document applies from the Effective Date specified in the applicable Order Form, unless otherwise expressly agreed in writing.
Applies to: All paying Customers of Epicz Lab's industrial productivity platform
This Service Level Agreement ("SLA") outlines the service availability and support commitment of Epicz Lab ("Provider") to its customers ("Customer") for access to and use of the Provider's hosted PaaS and SaaS solution ("Services").
This SLA forms part of the Master Subscription Agreement (MSA) between the Provider and Customer. Capitalized terms not defined herein shall have the meanings set forth in the MSA.
The Provider is committed to providing a Monthly Uptime Percentage of at least 99% for the Services that are used operationally by the customer, excluding scheduled maintenance and force majeure events as described below and excluding Trial Services.
• "Uptime" refers to the time the core functionality of the Services is available to Customers over a calendar month. Uptime is defined as:
[(Total minutes in month − Downtime minutes) / Total minutes in month] × 100
• "Downtime" means the time during which the Services are unavailable due to issues within the Provider's control.
Support hours, incident priorities, and initial response and restoration targets are described in the applicable Epicz Lab Support Policy. Those targets do not alter the availability commitment, Downtime calculation, Service Credits, or termination rights under this SLA.
The Provider may perform planned maintenance that may affect service availability. These will:
• Be announced at least 48 hours in advance via email or dashboard notices.
• Be scheduled outside of peak usage hours, when reasonably possible.
• Not exceed 4 hours per month, and such maintenance will not count as Downtime.
If the Provider fails to meet the 99% Monthly Uptime target, the Customer may be eligible to receive Service Credits as follows:
To claim a credit, the Customer must:
• Submit a support request within 10 business days of the end of the month in question.
• Provide relevant logs or details that document the service interruption.
Credits are:
• Non-refundable (applied to future invoices).
• Capped at 20% of the Fees attributable to the month in question.
• Not available during free trial periods.
This SLA does not apply to Downtime resulting from a Force Majeure Event as defined in Section 7.2 of the MSA.
Repeated failure to meet the service levels (3 or more instances in a rolling 6-month period below 95%) will entitle the Customer to terminate the agreement for cause with 30 days' written notice.
The Provider reserves the right to modify this SLA with 30 days' notice, provided no such changes materially reduce Customer's rights without mutual agreement.
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