SERVICE LEVEL AGREEMENT
WiseWare.chat SaaS Platform
WiseWare BV - Service Level Agreement Version 1.2 - June 17, 2026
1. SERVICE COMMITMENTS
1.1 Uptime Guarantee
| Service Tier | Monthly Uptime | Maximum Downtime |
|---|---|---|
| All Tiers | 99.5% | 3 hours 36 minutes |
1.2 Uptime = (Total Minutes - Downtime) / Total Minutes × 100
1.3 Excludes scheduled maintenance, emergency maintenance (max 4 hours/month), and LLM provider outages.
1.4 Definitions and measurement
- Downtime: unavailability of login or core chat operations for Customer users, as measured by WiseWare’s external monitoring at the service edge, excluding maintenance under Section 3 and exclusions in Section 4
- Month: calendar month (CET/CEST)
- Service Minute: one minute during the Month
2. SUPPORT LEVELS
2.1 Support Channels and Coverage
| Service Tier | Available Channels | Coverage Hours |
|---|---|---|
| All Tiers | Business hours (09:00-17:00 CET/CEST), Monday-Friday, excluding Dutch public holidays |
2.2 Response Time Commitments
| Severity Level | Response Time |
|---|---|
| Critical (Service unavailable) | 4 business hours |
| High (Major functionality impaired) | 1 business day |
| Medium (Minor issues) | 2 business days |
| Low (General questions) | 3 business days |
Response times are measured within the Coverage Hours specified in Section 2.1.
2.3 Severity Definitions
- Critical: Service completely unavailable or major security breach
- High: Core functionality significantly impaired affecting multiple users
- Medium: Functionality impaired but workarounds available
- Low: General usage questions, feature requests, or minor issues
2.4 Support Languages
- Primary: Dutch
- Secondary: English
2.5 Support Contact
Report incidents and request support at [email protected].
3. MAINTENANCE
3.1 Scheduled Maintenance
- Routine Maintenance: Any day between 20:00-06:00 CET/CEST when no service interruption expected
- Service Interruption Maintenance: Sundays 20:00-06:00 CET/CEST (max 4 hours/month)
- Minimum 48 hours advance notice for maintenance with expected downtime
3.2 Emergency maintenance may occur without notice for critical security or stability issues.
4. EXCLUSIONS
This SLA does not cover:
- Third-party LLM provider outages or response times
- Customer internet connectivity issues
- Service misuse or violations of Acceptable Use Policy
- Beta or preview features
- Force majeure events
- Customer-configured integrations and third-party APIs, including their availability and response times
5. MONITORING AND COMMUNICATION
5.1 24/7 automated monitoring of availability, performance, and security.
5.2 Status updates via:
- Status page: status.wiseware.chat
- Email notifications for service contacts
- In-platform notifications
6. REMEDIES
WiseWare’s remedy for SLA breaches is restoration and support efforts as described herein. Additional work requested by Customer or required due to Customer actions constitutes Professional Services under the General Terms.
7. CONTINUOUS IMPROVEMENT
WiseWare commits to:
- Monthly performance reviews
- Regular platform updates and optimizations
- Proactive capacity planning
- Customer feedback integration
8. UPDATES
This SLA may be updated in accordance with the Master Subscription Agreement.
WiseWare BV Utrecht, Netherlands KvK: 98236652 Version 1.2 - June 17, 2026
This SLA applies to all WiseWare.chat service tiers and reflects WiseWare’s commitment to reliable service delivery.