Service Level Agreement (SLA)
Effective Date: January 1, 2026
This Service Level Agreement ("SLA") is a policy governing the use of the QuantumBPM Service and applies to paid plans only.
1. Service Commitment
Coroid s.r.o. will use commercially reasonable efforts to make the QuantumBPM API available with a Monthly Uptime Percentage of at least 99.9% during any monthly billing cycle (the "Service Commitment").
2. Service Credits
Service Credits are calculated as a percentage of the total charges paid by you for the Service for the billing cycle in which the error occurred in accordance with the schedule below:
| Monthly Uptime Percentage | Service Credit Percentage |
|---|---|
| Less than 99.9% but >= 99.0% | 10% |
| Less than 99.0% | 30% |
3. Definitions
- Monthly Uptime Percentage is calculated by subtracting from 100% the percentage of minutes during the month in which the Service was "Unavailable".
- Unavailable means that more than 5% of your API requests are failing with internal server errors (5xx) over a 5-minute period.
4. Exclusions
The SLA does not apply to any unavailability, suspension, or termination of the Service or performance issues:
- Caused by factors outside of our reasonable control, including any force majeure event or Internet access or related problems beyond the demarcation point of the Service;
- That result from any actions or inactions of you or any third party;
- That result from your equipment, software, or other technology and/or third party equipment, software, or other technology (other than third party equipment within our direct control);
- During scheduled maintenance announced at least 48 hours in advance, capped at 4 hours per calendar month;
- Affecting features marked as beta, preview, alpha, or experimental, which are excluded from the Service Commitment;
- On free, trial, or evaluation plans.
5. Service Credits
Service Credits will be applied as a credit to your next invoice and may not be exchanged for cash or transferred between accounts. Service Credits in any single billing cycle shall not exceed 100% of the fees paid by you for that billing cycle. Service Credits are your sole and exclusive remedy for any unavailability of the Service.
6. Claims
To receive a Service Credit, you must submit a claim by emailing support@quantumbpm.com. To be eligible, the credit request must be received by us by the end of the second billing cycle after which the incident occurred and must include dates and times of each unavailability incident that you are claiming.