Service Level Agreement (“SLA”)

Last updated: June 05, 2024

  1. Definitions
  • Services: Refers to all software applications, tools, and platforms provided as part of owntag’s offering. This includes:
  • Hosting Offering: The core functionality of owntag, i.e., the technical services that owntag technically sets up and operates on behalf of its customers.
  • Administration Interface: The user interface for configuring the hosting offering, accessible via the web platform console.owntag.eu
  • Support Services: Includes customer and technical support.
  • Availability: The percentage of total time the services are operational and accessible to users during a calendar month.
  • Incident: Any event that is not part of standard operations and causes or could cause an interruption or reduction in the quality of the services. Incidents are classified as follows:
    • Critical: Complete failure of the service affecting all users.
    • High: Significant malfunction affecting many users.
    • Low: Minor issues and general requests.
    • Credit: A financial credit applied to the customer’s account depending on the duration and extent of the service unavailability.
  • Business Hours: Monday to Friday: 9:00 AM - 5:00 PM (GMT+2, Europe/Berlin), excluding public holidays in the Federal Republic of Germany.
  1. Service Commitments

  • Availability Guarantee: owntag commits to an uptime of 99.9% per month. Availability is calculated at the end of each month, excluding scheduled downtime.

    • Service Credits: If availability falls below the guaranteed level, owntag grants credits as follows:

    • 98.00% - 98.99%: 10% of the monthly service fee credited.

    • Below 98.00%: For each additional percentage point reduction in availability, an additional 10% of the monthly service fee will be credited.

    The credit for the service fee will not exceed 50% of the total fee payable for the relevant calendar month. owntag acknowledges and agrees that this credit represents merely a price reduction to reflect the diminished value of the services and does not constitute liquidated damages. Accordingly, such credits are not an exclusive remedy and complement other remedies available to you.

  1. Performance Monitoring and Reporting
  • owntag continuously monitors the performance levels of the services to ensure compliance with this SLA. Monthly reports include uptime statistics, incident logs, and performance metrics. Customers can access detailed statistics upon request, and a summary is publicly available at status.owntag.eu.
  1. Incident Management
  • Response Times: Depending on the severity and classification of the incident:
    • Critical: 2-hour response time (within business hours), 4-hour resolution time.
    • High: 4-hour response time (within business hours), 1 business day resolution time.
    • Low: 1 business day response time (within business hours), 5 business days resolution time. Support Availability: Support services are available via the central support email address support@owntag.eu.
  1. Scheduled Downtime
  • Scheduled downtime will be communicated to customers at least five days in advance and scheduled during off-peak hours between 10:00 PM and 4:00 AM (GMT+2, Europe/Berlin). Scheduled downtime is not included in the availability calculation.
  1. General Provisions

  • Exclusions from this SLA: This SLA does not apply to performance issues caused by (i) circumstances beyond owntag’s control, (ii) actions or omissions of the customer or third parties, or (iii) the customer’s and/or third parties’ equipment (not under owntag’s primary control).

  • Limitation of Liability: owntag is not liable for any loss or damage resulting from the use of the services, except as expressly provided in this SLA. Liability for data loss, unauthorized access, or breaches caused by third-party services is excluded. Further details are governed by the general terms and conditions.

  1. Compliance with Legal and Regulatory Requirements

owntag commits to complying with all legal and regulatory requirements applicable to the provision of its services to ensure compliance, data protection, and user privacy.