Cordaata Customer Service Level Agreement

This Service Level Agreement (“SLA”) applies to all customers (“Customer”) that purchase access to Cordaata subscription-based services designated as Covered Services (as defined below). This SLA describes Cordaata’s availability and support commitments and Customer’s remedies in the event those commitments are not met. This SLA forms part of Cordaata’s standard subscription terms and is incorporated into the agreement between Cordaata and Customer by reference.

Cordaata may revise this SLA from time to time by posting an updated version at this address. Cordaata will provide at least thirty (30) days’ prior written notice of any material change by email or in-platform notification. Revised terms take effect at the start of the next renewal term of the applicable Covered Service and do not apply to a Subscription Term already in progress.

”Available” means the Covered Service is operational and accessible to Customer’s authorised users over the public internet.

”Availability” means the percentage calculated by dividing (a) the total number of minutes in a calendar month during which the Covered Service is Available, by (b) the total number of minutes in that calendar month, excluding Excused Downtime.

”Covered Service” means the Core Application of a commercial, production instance of Cordaata’s subscription-based online software service, as provisioned, operated, or controlled by Cordaata and purchased by Customer.

”Downtime” means consecutive periods of five (5) minutes or more during which Customer’s instance of the Covered Service is completely inaccessible, excluding Excused Downtime.

”Excused Downtime” means periods during which the Covered Service is not Available due to: (a) Scheduled Maintenance, not exceeding four (4) hours per calendar month; (b) events beyond Cordaata’s reasonable control, including force majeure events, general internet outages, failures of third-party services or infrastructure not controlled by Cordaata, Customer systems or networks, or security incidents not caused by Cordaata; (c) Customer’s acts or omissions, including misconfiguration or misuse of the Covered Service; or (d) Beta or Trial features.

”Monthly Subscription Fees” means the portion of the fees paid by Customer attributable to the applicable Covered Service for the relevant calendar month.

”Scheduled Maintenance” means planned maintenance of which Cordaata has provided at least seventy-two (72) hours' advance written notice to Customer by email, conducted during off-peak hours (preferably Saturday or Sunday 00:00–06:00 CET/CEST) where reasonably practicable, not exceeding four (4) hours per calendar month.

”Subscription Term” means the period of authorised access to the Covered Service as set forth in the applicable Order or Invoice between Customer and Cordaata.

”Uptime Percentage” is calculated as: ((Total Minutes in Month – Downtime Minutes) / Total Minutes in Month) × 100.

Cordaata will use commercially reasonable efforts to make the Covered Service Available with a monthly Availability of 99.5%, measured on a calendar-month basis, excluding Excused Downtime.

Availability is measured by Cordaata using its internal monitoring systems. Cordaata's records are the primary basis for determining whether the Availability commitment has been met in any given calendar month.

Cordaata may perform Service Modifications as reasonably necessary to operate, maintain, and improve the Covered Service. The timing and notice requirements for planned maintenance are set out in the definition of Scheduled Maintenance in Section 1.

Emergency maintenance that cannot be announced in advance will be communicated to Customer by email as soon as practicable. Cordaata will use commercially reasonable efforts to restore service within four (4) hours of commencing emergency maintenance.

If the Availability of a Covered Service falls below 99.5% in any calendar month during the Subscription Term (each, an ”Availability Event”), Customer may request a service fee credit (“Fee Credit”) as described below.

To request a Fee Credit, Customer must submit a written request to support@cordaata.com within thirty (30) days after the end of the calendar month in which the Availability Event occurred. The request must include the date, time, and duration of the claimed Downtime, together with any supporting evidence Customer has collected, such as error logs, monitoring records, or screenshots. Cordaata will review the claim against its own monitoring records and respond in writing within fifteen (15) business days. Where Customer's evidence materially conflicts with Cordaata's records, Cordaata will provide a written explanation of its determination. Cordaata's good-faith determination is final, subject to any mandatory dispute resolution rights under applicable law.

Fee Credits will be calculated as a percentage of the Monthly Subscription Fees for the affected month, as follows:

Fee Credits will be applied to fees due for a future renewal term and are not refundable or redeemable for cash.

Cordaata provides the following initial response times for support tickets. Response times are measured from Cordaata's receipt of a properly submitted support ticket submitted to support@cordaata.com. "BD" means business days (Monday–Friday, excluding Belgian public holidays, 09:00–18:00 CET/CEST).

All customers have access to Cordaata's documentation, help centre, and in-app support tools.

Response times are targets only and do not constitute a service level commitment. Failure to meet a response time target does not give rise to a Fee Credit or any other remedy under this SLA.

Fee Credits constitute Customer’s sole and exclusive remedy, and Cordaata’s sole liability, for any failure to meet the Availability commitments set forth in this SLA.

If Customer receives any other form of relief, workaround, or accommodation from Cordaata related to an Availability issue, Customer will not be entitled to additional Fee Credits for that same issue.