Service Level Agreement

This SLA applies to paying customers on the Standard and Pro plans. It is part of the Terms of Service.

1. Uptime targets

Uptime is calculated as (total minutes in the month - downtime minutes) / total minutes, excluding planned maintenance and excluded events (below).

Note: while several features are still in active testing and the operating entity (SARL-S) is being finalised, both targets are set at 98%. Once the company structure is fully established and the platform exits its test phase, the Standard target will be raised to 99.5% and the Pro target to 99.9%.

2. Planned maintenance

We aim to schedule maintenance outside business hours (CET) and to announce it at least 48 hours in advance through the in-app banner and the status page (when introduced). Planned maintenance does not count as downtime.

3. Support response targets

Business days are Monday to Friday, 9:00 to 18:00 CET, excluding Luxembourg public holidays.

4. Service credits

If we miss the monthly uptime target, you can request a service credit:

• 5% of monthly fees for each 0.1% miss below target.
• Capped at 30% of the monthly fees for that month.
• Credits apply to your next invoice. They are not redeemable for cash.

Request a credit within 30 days of the affected month to contact@ecgtready.eu. Service credits are your sole and exclusive remedy for missed targets.

5. Exclusions

• Force majeure (large-scale outages of upstream providers, network attacks, acts of state).
• Customer-caused issues (misconfiguration, exhausted quotas, blocked IPs).
• Beta features and explicitly labelled experimental endpoints.

6. Status

Until a public status page is launched, incidents are reported by email to active customers and announced in the in-app banner.