1. Service levels

   1. SLA Levels. Within the individual subscriptions, We offer different levels of Service (SLAs). These may include for example the terms of guaranteed Service availability, response times, and resolution times. You can find in the detailed information on the individual SLAs in Our price list and other Documentation. Only the SLAs belonging to the Subscription you purchased shall apply.

   2. Availability. Availability SLA means that We will make the Service available in accordance with the agreed uptime measured over the period of 365 consecutive days starting with the first day of the subscription term (each such period, a “Service Period”), excluding unavailability as a result of any of the Exceptions described below (the “Availability Requirement”). If the Agreement is terminated prior to the expiry of a full Service Period (for example in the event of non-renewal of the shorter Subscription for the Service), the Service will be viewed as available during the remainder of the Service Period. Specific uptime values for respective SLA Levels are set out in the Documentation.

   3. Response. Response time SLA means that We will initially respond to issues with the Service that are caused by a defect of Our software (the “Incident”) within the agreed timeframes, excluding incidents caused as a result of any of the Exceptions described below (the “Reaction Requirement”). Documentation may also set out timeframes for resolution of an Incident for some of the SLA Levels.

   4. Reporting. Incidents may be reported by e-mail support@ynput.io. Other ways of reporting Incidents may be set out in the Documentation for specific SLA Levels. When reporting the Incidents, you shall provide the following information:

      1. your identification (contact name / company name ),

      2. identification of the Service in which the Incident occurred,

      3. the time the problem occurred and a detailed description of the problem,

      4. used operating system and its versions, used web browser and its versions,

      5. description of steps leading to the replication of the Incident and the measures taken to prevent the Incident,

      6. screenshot, error logs displayed and other diagnostic information,

      7. proposal for categorization of the Incident.

   5. Completeness of Reporting. Incident report is not complete and does not cause any timeframes to run unless it contains all information set forth in Section 1.4. We may request from you such additional information, documents, other materials or interaction that We believe is necessary to effectively deal with the request. Until you provide such additional information and documentation, all SLA timeframes shall be suspended and shall not run. 

   6. We recognize the following categories of Incidents:

The category may be proposed by you, however, final decision which Category the Incident falls under is Ours.

7. Material failure to meet the Availability Requirement or the Reaction Requirement shall be considered a “Service Failure”, provided that such failure did not occur in connection with any from the following is a non-exhaustive list of “Exceptions”: 

   1. act or omission by you or any Authorized User that does not strictly comply with the Agreement,

   2. Authorized User’s Internet connectivity,

   3. Third-Party Materials, including failure, interruption, outage, or other problem with any software, hardware, system, network, facility, or other matter not supplied by Us pursuant to the Agreement,

   4. third party Addons,

   5. materially excessive customization of the Service from your side which may have impact on Service responsiveness,

   6. disabling, suspension, or termination of the Service pursuant to the Agreement,

   7. scheduled downtime, or

   8. force majeure event.

8. We may schedule downtime for routine maintenance of the Service between the hours of ([NUMBER]) a.m. and ([NUMBER]) a.m. CEST provided that We give you at least 24 hours prior notice.

2. Service Level Failures and Remedies

   1. In the event of a Service Failure or a multiple Service Failures, We will issue a credit to You in the amount set out in the Documentation.

   2. Issuance of service credit is conditional on you reporting the Service Failure to Us immediately on becoming aware of it and requesting such service credit in writing within 30 days of the Service Failure.

   3. Any service credit payable to you under the Agreement will be issued in the agreement term following the term in which the Service Failure occurred. If no other term shall follow due to termination or expiration of the Agreement, the service credit is payable based on an invoice issued on your behalf within 1 month from the termination or expiration of the Agreement.