Service Level Agreement (SLA)
01. January 2025
1. Introduction
This Service Level Agreement ("SLA") defines the service commitments, availability, and support levels for the Semantic API platform, which provides its services via the Peppol logistics network. The agreement is between Semantic ("Provider") and the Customer ("Customer").
2. Service description
The Semantic API platform provides digital business document exchange services via the Peppol network. The service includes:
- Secure and reliable data exchange between trading partners.
- Compliance with Peppol standards and regulations.
- API integration for automated document management.
- Audit trails and transaction logging.
3. Uptime and availability
3.1 Uptime Guarantee
The Provider guarantees a minimum uptime of 99.5% per month. Uptime is calculated as:
The number of hours the service was available divided by total number of hours in the month”
3.2 Scheduled Maintenance
Scheduled maintenance will be communicated to the Customer at least 5 business days in advance and will be conducted outside regular business hours whenever possible.
3.3 Unplanned Downtime
The Provider commits to resolving unplanned downtime as quickly as possible and informing the Customer of the status within 60 minutes of the incident.
4. Support and response
4.1 Support Levels
Semantic offers the following support levels:
- Standard Support: Available weekdays from 09:00-17:00 CET
- Critical Support: 24/7 support for severe operational disruptions.
4.2 Response Times
Issues must be reported in our customer service portal
https://semanticbiz.atlassian.net/servicedesk/customer/portals
Response times are calculated from the time of registration.
| Issue Category | Response Time |
|---|---|
| Critical Issue (System outage) | < 1 hour |
| Major Issue (Partial system unavailability) | < 4 hours |
| Minor Issue (Non-critical functions affected) | < 24 hours |
5. Responsibilities and obligations
5.1 Provider's Obligations
The Provider commits to:
- Delivering the service in accordance with this SLA.
- Ensuring compliance with applicable Peppol standards.
- Informing the Customer of system changes that may affect the service.
6. Compensation and penalties
6.1 Service Credits
If the uptime guarantee is not met, the Customer may be entitled to service credits based on the following scale:
| Uptime (%) | Service Credit |
|---|---|
| 99.5% - 99.0% | 5% of the monthly subscription |
| 99.0% - 98.0% | 10% of the monthly subscription |
| < 98.0% | 20% of the monthly subscription |
7. Duration and termination
This SLA becomes effective upon the Customer's acceptance and remains in effect until terminated by either party with 30 days' notice. In the event of a material breach, the agreement may be terminated immediately.
8. Changes and revisions
The Provider reserves the right to modify this SLA with 30 days' notice. The Customer will be informed of changes in writing.
9. Governing law and disputes
This SLA is governed by the applicable laws of jurisdiction, and any disputes shall be settled in court.