Service Level Agreement (SLA)
Availability and service guarantees for the Aldric platform
Version 1.0 — As of: March 2026
This Service Level Agreement (hereinafter "SLA") forms part of the Terms of Service (§ 8) between CONPORT Services GmbH, Alte Benninghofer Str. 24, 44263 Dortmund, Germany (hereinafter "Provider") and the Customer. It governs availability, response times, and compensation for the SaaS platform "Aldric".
§ 1 Scope
This SLA applies to all customers with an active subscription to the Aldric platform. It covers all services provided by the Provider, including the web application, API interfaces, and associated infrastructure.
Third-party services (e.g., the customer's internet connection), customer-specific integrations, and impairments due to force majeure are excluded.
§ 2 Availability
2.1 Availability Guarantee
The Provider guarantees a monthly platform availability of 99.5%. Availability is calculated per calendar month.
2.2 Calculation Formula
Availability (%) = ((Total Minutes - Downtime Minutes) / Total Minutes) × 100
Where:
- Total Minutes: All minutes in the respective calendar month
- Downtime Minutes: Minutes during which the platform was unreachable for the customer, excluding scheduled maintenance
2.3 Measurement
Availability is measured by an independent monitoring system operated by the Provider. A downtime event is defined as a period of at least 5 consecutive minutes during which core services (login, dashboard, API) are unreachable.
§ 3 Scheduled Maintenance
Scheduled maintenance is conducted according to the following parameters:
| Parameter | Policy |
|---|---|
| Maintenance Window | Saturday, 02:00 – 06:00 CET/CEST |
| Advance Notice | Minimum 5 business days |
| Notification | Via email and in-app notification |
| Maximum Duration | 4 hours per maintenance window |
Scheduled maintenance windows are not counted as downtime in the monthly availability calculation.
Emergency Maintenance: In urgent cases (e.g., critical security vulnerabilities), the Provider may perform unscheduled maintenance with a minimum notice period of 4 hours. Such maintenance is counted as downtime.
§ 4 Incident Classification
Incidents are classified into four priority levels based on severity:
| Priority | Description | Example |
|---|---|---|
| P1 — Critical | Platform completely unavailable or data loss | Total outage, database corruption |
| P2 — High | Essential function severely impaired, no workaround | Login impossible, data export defective |
| P3 — Medium | Function limited, workaround available | Reports loading slowly, individual module unreachable |
| P4 — Low | Minor impairment, cosmetic issues | Display errors, non-critical error messages |
§ 5 Response and Resolution Times
The Provider commits to the following response and resolution times (during business hours Mon–Fri, 09:00–18:00 CET/CEST, excluding public holidays in North Rhine-Westphalia, Germany):
| Priority | Response Time | Target Resolution Time |
|---|---|---|
| P1 — Critical | 30 minutes * | 4 hours * |
| P2 — High | 2 hours | 8 hours |
| P3 — Medium | 8 hours | 3 business days |
| P4 — Low | 2 business days | 10 business days |
* P1 incidents are handled around the clock (24/7), including outside business hours.
Response Time: Period between receipt of the incident report and the first qualified response from the support team.
Target Resolution Time: Target period until resolution or provision of a functional workaround. These are target values, not guaranteed maximum times.
§ 6 Service Credits
If the monthly availability falls below the guaranteed value of 99.5%, the customer receives service credits as a credit on the next invoice:
| Monthly Availability | Service Credit |
|---|---|
| 99.0% – 99.49% | 5% of the monthly fee |
| 97.0% – 98.99% | 10% of the monthly fee |
| 95.0% – 96.99% | 20% of the monthly fee |
| Below 95.0% | 30% of the monthly fee |
6.1 Conditions
- Service credits must be requested in writing within 30 days after the end of the affected month.
- Service credits are capped at a maximum of 30% of the monthly fee.
- Service credits are applied as a credit, not paid out in cash.
- Service credits do not apply if the unavailability is attributable to circumstances beyond the Provider's control (force majeure, customer fault, third-party providers).
§ 7 Escalation Matrix
In the event of persistent or escalating incidents, the following escalation matrix applies:
| Level | Trigger | Contact |
|---|---|---|
| Level 1 | Immediately upon report | Support Team (1st Level) |
| Level 2 | After response time expires or upon customer request | Technical Management (2nd Level) |
| Level 3 | After target resolution time expires or P1 > 2 hours | Executive Management |
§ 8 Communication Channels and Reporting
8.1 Incident Reporting
Incidents can be reported through the following channels:
- Email: support@conport.services
- In-App: Support widget within the Aldric platform
- Status Page: Current system availability information at status.aldric.app
8.2 Monthly Reporting
Upon request, the Provider provides the customer with a monthly availability report containing the following information:
- Monthly availability percentage
- Number and duration of outages
- Summary of incidents by priority
- Maintenance activities performed
- Improvement measures taken, if applicable
§ 9 Final Provisions
This SLA is an integral part of the Terms of Service. In the event of conflicts between this SLA and the Terms of Service, the Terms of Service shall prevail, unless this SLA contains expressly deviating provisions regarding availability and response times.
The Provider reserves the right to amend this SLA with 30 days' advance notice. Material deteriorations entitle the customer to extraordinary termination.
The final provisions of the Terms of Service apply, in particular with regard to applicable law (German law) and place of jurisdiction (Dortmund, Germany).
As of: March 2026