Enterprise Service Level Agreement (SLA)

1.1 YepCode commits to maintaining a minimum uptime availability of 99.9% per calendar month (Uptime Service Level), measured 24/7/365. Excluded from this measurement are customer-caused outages, disruptions due to force majeure events, and scheduled (with proper notice to Customer) or emergency maintenance events.

1.2 Outages resulting from customer breaches of agreement or factors beyond YepCode's control, such as customer equipment or connectivity issues, are not included in uptime calculations.

1.3 Uptime measurements are conducted at one-minute intervals using automated monitoring tools. Service unavailability is determined by monitoring tool notifications, user interface access issues or if executions (regardless of how they were triggered) are not started as expected.

1.4 Service unavailability is defined as the inability of all users to access the user interface. In cases where the service is partially unavailable but does not affect execution initiation, it counts towards the SLA after three consecutive hours of unavailability.

1.5 Monthly average percentage uptime availability is calculated at the end of each calendar month, considering total actual uptime minutes and excluding defined exclusions.

2.1 Email Support Hours are from 9am to 5pm CET on business days. During these hours, customers can request support services by emailing [email protected]. Alternative communication methods can be agreed upon.

2.2 Critical or High Severity incidents outside Email Support Hours are not included in standard enterprise accounts unless agreed with the customer specifically. If they are agreed, we could provide a 24x7 support via telephone call.

2.3 YepCode commits to investigating and resolving issues affecting end-to-end service operation, regardless of the root cause. Customer cooperation in coordinating with third parties may be required.

2.4 YepCode aims to meet defined support service levels for different severity levels, including acknowledgment and resolution/workaround timeframes.

2.5 YepCode shall endeavor to meet the following support service levels:

3.1 YepCode may schedule planned outages (Scheduled Maintenance Events) for essential maintenance work, with two days' notice to customers. Efforts are made to minimize disruption to customers during these events.

3.2 Emergency Maintenance Events may be scheduled when the core security or stability of the service is at risk, with less than two days' notice to customers. YepCode endeavors to minimize disruption during these events.

3.3 Unless agreed with the customer, the total duration of Scheduled and Emergency Maintenance Events during Email Support Hours is capped at four hours per calendar month.

4.1 For major releases with significant impacts on service users, YepCode provides release notes two weeks in advance, describing new enhancements and features. Additional on-site training and user assistance may be offered, with costs agreed upon between YepCode and the customer.

4.2 Periodic updates for minor releases are provided every two to four weeks, outlining new enhancements and features without necessarily advanced release notes.

5.1 Database content is backed up to file once daily.

5.2 Back-up files are retained for one week.

5.3 YepCode conducts a yearly test restore from backup at no additional cost.

6.1 YepCode implements a Disaster Recovery (DR) solution meeting industry practice standards to ensure service continuity in catastrophic failure scenarios.

6.2 The DR solution allows for service resumption within twenty-four hours of initiation.

6.3 The Disaster Recovery solution is provided to customers as needed, at no additional cost.

7.1 This SLA does not encompass any performance or availability issues arising from the following:

(a) Events beyond YepCode's control, including but not limited to:
    (i) Hardware, software, or connectivity issues of the Customer or its End Users;
    (ii) Corruption of Customer Content;
    (iii) Actions or oversights of the Customer, its employees, agents, contractors, or vendors; or
    (iv) Unauthorized third-party access to the Service via Customer's Authorized Users' accounts or equipment;

(b) Issues resulting from the Customer's continued use of the Service after YepCode has recommended modification, if the Customer did not comply with the advice;

(c) Incidents occurring during beta and trial services, unless explicitly agreed upon in writing by YepCode.

8.1 If the Service fails to meet the above service level commitments, Customer will receive a credit from YepCode as set-forth in point 9 the "Service Credit"

9.1 Service Credits serve as the Customer's exclusive recourse for any breaches of the Service Levels.

9.2 The aggregate Service Credits awarded within any yearly billing cycle shall not, under any circumstances, surpass three (3) months' worth of the Customer's total cumulative Monthly Fees paid to YepCode during that yearly billing cycle.

9.3 Service Credits pertaining to this SLA will be computed solely based on the Customer's fixed Monthly Fees.

9.4 Service Credits Calculation: For each instance of Outage Period encountered by the Customer within a monthly billing cycle, YepCode will furnish a Service Credit calculated per the formula below, relevant to the Customer's success package: