Service Level Agreement

This Service Level Agreement (the “SLA”) applies to Ardoca, a service operated by ezyClients OÜ (“ezyClients”, “we”, “us”). It forms part of, and is incorporated into, the Terms of Service between ezyClients and the Customer. Capitalised terms not defined here have the meaning given in the Terms of Service.

1. Availability Commitment

ezyClients will make the Application available with a Monthly Uptime Percentage of at least 99.5 % in each calendar month.

2. Definitions

• “Application” means the Ardoca dashboard at https://app.ardoca.com and each Customer subdomain at {company}.ardoca.com, including the client portal used by End Clients.
• “Availability” means that the Application responds successfully to ezyClients’s external monitoring checks.
• “Downtime” means a monitoring interval in which the Application is not Available, excluding the Exclusions in Section 4.
• “Monthly Uptime Percentage” means the total number of minutes in a calendar month, minus the minutes of Downtime in that month, divided by the total number of minutes in that month, expressed as a percentage.
• “Monthly Fee” means the subscription fee for the Service attributable to the affected calendar month (for annual subscriptions, one twelfth of the annual fee).

3. Measurement

Availability is measured by ezyClients’s external monitoring, which checks the Application at 5-minute intervals. Each 5-minute interval in which the Application is not Available counts as 5 minutes of Downtime. ezyClients’s monitoring records are used to calculate the Monthly Uptime Percentage.

4. Exclusions

The following are not counted as Downtime:

• Scheduled maintenance announced at least 48 hours in advance, up to a maximum of 4 hours per calendar month. Maintenance beyond 4 hours in a month counts as Downtime.
• Causes outside ezyClients’s reasonable control, including force majeure events, the Customer’s own systems or internet access, and failures of third-party networks outside ezyClients’s providers.

5. Service Credits

If the Monthly Uptime Percentage in a calendar month falls below the commitment, Customer is entitled to a service credit on the Monthly Fee for the affected month:

Monthly Uptime Percentage	Service credit
Below 99.5 %	5 % of the Monthly Fee
Below 99.0 %	10 % of the Monthly Fee
Below 98.0 %	25 % of the Monthly Fee (maximum)

Only the single highest applicable credit applies for a month. Service credits for any month never exceed 25 % of the Monthly Fee.

6. How to Claim

To receive a service credit, Customer must request it by e-mail to [email protected] within 30 days after the end of the affected month, stating the organisation and the month concerned. Credits are applied to Customer’s next invoice and are not paid out in cash.

7. Sole Remedy

Service credits are Customer’s sole financial remedy for unavailability of the Application. This does not affect the termination right in Section 8 or any liability that cannot be limited under the Terms of Service or applicable law.

8. Termination Right

If the Monthly Uptime Percentage is below 98.0 % in three consecutive calendar months, Customer may terminate its subscription by giving 30 days’ notice by e-mail to [email protected]. Section 5.3 of the Terms of Service (Customer data during and after the term) applies.

9. Support

Support is provided by e-mail at [email protected]. ezyClients responds on Estonian business days.