Version date: 13.01.2026
This Service Level Agreement (“SLA”) applies only if it is expressly agreed as a contractual component in the applicable contract, order form, or subscribed plan.
1. Definitions
Availability The proportion of time the Service is usable as intended without unplanned interruption, measured per calendar month.
Downtime An unplanned complete unavailability of the Service that is not attributable to maintenance windows or exclusions under Section 4.
Short interruptions of less than 5 minutes do not count as downtime.
2. Availability Target
2.1
The availability target is 99.9% per calendar month.
2.2 Measurement
Availability is measured exclusively by SoluForge’s internal monitoring system using automated health checks at regular intervals.
Measurements or evaluations by the Customer or third parties are not relevant for the availability calculation.
3. Maintenance Window
3.1 Regular maintenance window
Regular maintenance windows take place on Tuesdays between 00:00 and 04:00 CET/CEST and may total up to 4 hours per calendar month.
Multiple maintenance activities may be combined within this period.
3.2 Announcement
Planned maintenance is usually announced at least 48 hours in advance.
4. Exclusions
The following periods do not count as downtime:
planned maintenance windows,
force majeure events,
disruptions caused by customer systems, networks or identity providers (IdP),
outages due to abuse, security attacks or governmental measures outside SoluForge’s control.
5. Support Targets
Support targets follow the Support & Maintenance Policy.
Response or resolution times are not SLA guarantees unless expressly agreed in the applicable SLA plan.
6. Remedies for Non-Compliance
If the availability target is not met, any claims by the Customer are governed exclusively by the SaaS Terms and statutory law.
No automatic fee reduction, penalties or flat service credits apply unless such remedies are expressly agreed.
A termination right does not arise solely due to failure to meet the availability target.