Service Level Agreement

Our Commitment to Reliability

Effective Date: 15 February 2026

Enterprise-Grade Reliability for Your Business. Our Service Level Agreement commits us to 99.5% monthly uptime and rapid support response times — on the layer we control, and bounded by what the provider of the Platform’s infrastructure makes available to us. Section 1 sets that boundary out in full.

1. Key Commitments 2. Support Response Times 3. Security and Data Protection 4. Scheduled Maintenance 5. Frequently Asked Questions 6. Contact Us

1. Key Commitments

99.5% Monthly Uptime

Availability commitment on the layer we control

1-Hour Critical Response

P1 issues acknowledged within 1 hour

24/7 Critical Monitoring

Round-the-clock P1 issue monitoring

EU Data Storage

All data stored within EU

Where this commitment stops. The Platform runs on third-party infrastructure. The 99.5% figure covers the layer that remains under our control and is limited to what the provider of that infrastructure makes available to us. Downtime caused solely by a failure on that provider’s side is excluded from the availability calculation and does not generate a service credit. We report it to you as soon as we identify it, we pursue that provider to the extent our contract with them allows, and we pass on to you whatever we actually recover. We do not hand you a risk we cannot control — we commit to our own layer: configuration, integration, data, incident response and restoration of service so far as it lies within our power.

2. Support Response Times

All support requests are classified by priority level with guaranteed response times:

Priority	Description	Response	Target Resolution
P1 — Critical	Platform unavailable or major functionality broken	1 hour	4 hours
P2 — High	Major feature unavailable, no workaround	4 hours	1 business day
P3 — Medium	Feature degraded, workaround available	8 hours	3 business days
P4 — Low	Minor issue or general question	1 business day	5 business days

3. Security and Data Protection

TLS 1.2+ Encryption

All data encrypted in transit

AES-256 Encryption

Data at rest protection

Daily Backups

30-day retention, EU-based storage

Disaster Recovery

24h RPO, 4h RTO for critical services

MFA Support

Multi-factor authentication available

Security Audits

Regular vulnerability assessments

4. Scheduled Maintenance

Standard Maintenance

Sundays 02:00 – 06:00 CET. Regular platform updates and improvements with minimal disruption.

Extended Maintenance

Saturdays 23:00 – Sundays 06:00 CET. Major upgrades when required, always with 48+ hours advance notice.

48-Hour Advance Notice: All scheduled maintenance is communicated at least 48 hours in advance via email and in-platform notifications. Emergency security patches may be applied with shorter notice.

5. Frequently Asked Questions

How is availability calculated?

Availability is calculated as (Total Minutes − Downtime Minutes) ÷ Total Minutes × 100 for each calendar month. Scheduled maintenance and force majeure events are excluded from downtime calculations.

What happens during a P1 incident?

We acknowledge P1 incidents within 1 hour and provide updates every 60 minutes until resolution. After resolution, we provide a root cause analysis within 5 business days explaining what happened and steps taken to prevent recurrence.

Where can I check platform status?

Our public status page at status.avantwerk.com displays real-time platform availability, current incidents, and scheduled maintenance windows. You can subscribe to receive automatic notifications.

What is excluded from the SLA?

Scheduled maintenance with 48h notice, emergency security patches, force majeure events, issues caused by customer equipment or network, customer misuse, and failures of third-party services outside our control (e.g., payment processors, SMS gateways) — including any failure of the third-party infrastructure the Platform itself runs on, as set out in Section 1.