This Service Level Agreement ("SLA") is entered into between Weld Technologies ApS ("Weld") and You and forms part of the Terms of Service. This SLA sets out provisions on response and resolution times, availability, and service credits relevant to the Services provided under the Agreement.
Table of contents
Definitions
Capitalised terms not defined in this SLA have the meaning given in the Terms of Service. For the purposes of this Service Level Agreement:
- Business Day: A day which is not a Saturday, a Sunday, or a public holiday in Denmark.
- Downtime: The total number of minutes in a calendar month during which the Services are unavailable or inoperable, excluding:
- Scheduled Maintenance.
- Periods of unavailability caused by factors outside Our reasonable control (e.g., force majeure events as defined in clause 18 of the Terms of Service).
- Periods specifically excluded under this Agreement.
- Monthly Uptime Percentage: A measure of the Services' availability during a calendar month, calculated as:
((Total Minutes in a Calendar Month - Downtime) / Total Minutes in a Calendar Month) * 100Where:
- Total Minutes in a Calendar Month: The total number of minutes in the applicable calendar month.
- Downtime: The total number of minutes the Services were unavailable, as defined under this Agreement.
The result represents the percentage of time the Services were operational and available during the month.
- Scheduled Maintenance: Maintenance that is announced on status.weld.app at least 48 hours in advance, carried out outside 9:00 to 17:00 Copenhagen time on Business Days, and does not exceed four (4) hours in any calendar month.
- Service Credit: Additional days of service added to the Subscription Period based on the criteria in clause 5.
- Service Availability Goal: The commitment to ensure that the Services are available and operational with a Monthly Uptime Percentage of at least 99.9% in each calendar month.
Service levels and service credits
1. Use of service levels
1.1
The purpose of the service levels is to ensure that the Services are of a consistently high quality, delivered on time and meet the requirements set out in the Agreement. We are dedicated to making the Services easy to access and use and to providing you with the highest standards of service. This SLA sets out Our Service Availability Goal of 99.9% uptime of the Services and the Service Credits that apply if it is not met.
1.2
Service levels are measured, reported, and monitored by Us. Current status and incident history are published at status.weld.app.
2. Response and resolution time
2.1
We use commercially reasonable efforts to respond to and resolve problems within Our standard response and target resolution timelines set out below:
Response time by support level
| Severity | Basic | Premium | Priority | Enterprise |
|---|---|---|---|---|
| Severity 1: Critical | 1 day | 1 hour | 15 mins | Custom agreed |
| Severity 2: High | 2 days | 1 day | 1 hour | Custom agreed |
| Severity 3: Medium | 5 days | 2 days | 1 day | Custom agreed |
| Severity 4: Low | 7 days | 2 days | 2 days | Custom agreed |
Target resolution time by support level
| Severity | Basic | Premium | Priority | Enterprise |
|---|---|---|---|---|
| Severity 1: Critical | 7 days | 2 days | 1 day | Custom agreed |
| Severity 2: High | 14 days | 5 days | 2 days | Custom agreed |
| Severity 3: Medium | 30 days | 14 days | 5 days | Custom agreed |
| Severity 4: Low | 60 days | 30 days | 14 days | Custom agreed |
Basic support is included in all plans, Premium support in the Premium plan and above, and Priority support in the Business and Enterprise plans. Enterprise times are agreed individually and set out in the Order Confirmation.
2.2
Unless otherwise agreed, response and resolution times apply during standard working hours (9:00 to 17:00 Copenhagen time) on Business Days only.
2.3
Weld assesses all incidents based on a number of factors including impact and urgency. Criteria for classifying severity levels:
| Severity | Description |
|---|---|
| Severity 1: Critical | A problem or issue has occurred that affects critical functionality or critical data and severely impacts business or service continuity and where no workaround is immediately available. |
| Severity 2: High | A problem or issue has occurred that affects major functionality or major data and moderately affects business or service continuity. Operations can continue in a restricted fashion, although long-term productivity might be adversely affected. |
| Severity 3: Medium | A problem or issue has occurred with a limited adverse effect on business operations. |
| Severity 4: Low | A problem or issue where business operations have not been adversely affected. |
2.4
Failure of Us to meet the target resolution times shall not be deemed a material breach of the Agreement, provided that We use commercially reasonable efforts to meet such times.
3. Availability and uptime
3.1
We are committed to ensuring the Services are available and operational with an uptime percentage of no less than 99.9% (the "Service Availability Goal"), measured over any calendar month. This commitment is subject to the terms of this Agreement, including adherence to the Order Confirmation and the Terms of Service.
3.2
If the Service Availability Goal is not met in a given month, you may submit a claim by contacting us via: a) the in-app chat, or b) email at hello@weld.app. When submitting a claim, include: a) the nature of the issue, b) the duration of the downtime, and c) any affected users (if applicable). Claims must be submitted within three (3) months of the incident.
3.3
Upon receiving your claim, we will review its validity. If the claim is approved, we will issue a Service Credit as compensation. The Service Credit: a) is added as free days to Your current Subscription Period in accordance with clause 5.3, b) is not convertible to cash, and c) is limited to a maximum of fifteen (15) days for any one calendar month in which the downtime occurred. Subject to clause 5.5, Service Credits are Your sole remedy for any failure to meet the Service Availability Goal.
4. SLA exclusions
4.1
This SLA does not apply to services that are expressly excluded in the Terms of Service or to Downtime resulting from: a) force majeure events as defined in clause 18 of the Terms of Service, or outages of the data sources, destinations or other third-party products that You connect to the Services; b) the equipment, services, actions or omissions of You, Your Users or third parties acting on Your behalf; c) Scheduled Maintenance; and/or d) suspension of the Services under clause 8.5, 14.4 or 27.2 of the Terms of Service.
4.2
Unavailability caused by the hosting and other providers that We use to deliver the Services counts as Downtime, unless it results from a force majeure event as defined in clause 18 of the Terms of Service.
5. Service credits
5.1
Service Credits are compensation provided as free days added to Your current Subscription Period if We do not meet the Service Availability Goal. These credits aim to ensure fairness and acknowledge any inconvenience caused by service interruptions.
5.2
If We do not meet the Service Availability Goal, and if You meet Your obligations under the Terms of Service, including this SLA, You are entitled to Service Credits according to clause 5.3 below, subject to a claim under clause 3.2 and the conditions in clause 6.2.
5.3
Monthly Uptime Percentage:
| Monthly Uptime Percentage | Service Credits |
|---|---|
| 99.90% or higher | N/A |
| 99.50% to below 99.90% | 1 day |
| 99.00% to below 99.50% | 5 days |
| 95.00% to below 99.00% | 10 days |
| Below 95.00% | 15 days |
5.4
Subject to clause 5.5, Service Credits shall be the sole and exclusive remedy for a failure by Weld to meet the Service Availability Goal.
5.5
If the Monthly Uptime Percentage is below 99.00% in any three (3) calendar months within a period of six (6) consecutive months, You may terminate the Agreement by written notice within thirty (30) days after the end of the third such month. We will then refund prepaid fees for the remainder of the Subscription Period.
6. Your obligations
6.1
You must provide Us with access to equipment, software, and services for the purposes of maintenance, updates, and fault prevention and provide access to any staff or agents of Yours to cooperate with and assist Us as needed.
6.2
In order to receive Service Credits, You must be current in all payment obligations, be in full compliance with the Agreement, and submit Your claim within three (3) months of the incident in accordance with clause 3.2.