Service Level Agreement (SLA)
Our commitments regarding service uptime and support.
This Service Level Agreement (âSLAâ) outlines the service availability and support commitments provided by Recommand in connection with the use of its Peppol API platform. This SLA is subject to the terms of the Recommand Terms of Service (the âTerms of Serviceâ).
Definitions
- Monthly Uptime Percentage: The total minutes in a calendar month, minus downtime, divided by the total minutes in that month, expressed as a percentage.
- Unavailability: A period exceeding fifteen (15) consecutive minutes during which the Recommand API is unresponsive or unable to process Peppol messages, excluding scheduled maintenance and exclusions noted below.
- Service Credit: A financial credit offered if the Monthly Uptime Percentage falls below the committed threshold, calculated as a percentage of the monthly subscription fee. For an annual term, the monthly subscription fee is one twelfth of the annual fee.
Service Commitment
Recommand commits to a Monthly Uptime Percentage of 99.9%. In the case Recommand is not able to meet the Service Commitment, you will be eligible to receive a Service Credit as outlined below.
Monthly Uptime and Service Credit
| Monthly Uptime | Service Credit |
|---|---|
| â„ 99.0% and < 99.9% | 2% of monthly fee |
| â„ 97.0% and < 99.0% | 5% of monthly fee |
| < 97.0% | 10% of monthly fee |
Service Credits apply toward future Recommand invoices. No cash refunds are offered. Claims must be submitted within 30 days of the incident. Your sole and exclusive remedy for any Unavailability is the Service Credit in accordance with this SLA.
SLA Exclusions
This SLA does not cover downtime caused by:
- Factors beyond Recommandâs control (e.g., force majeure)
- Customer-side software, infrastructure, or misuse of the API
- Scheduled maintenance (with prior notice)
- Suspension due to violations of the Recommand Terms of Service
Monitoring
Recommand uses a combination of internal and third-party monitoring tools to track uptime and performance. These systems provide the sole basis for uptime calculations.
Platform Incident Response
Recommand monitors the platform 24x7x365. For Critical incidents affecting the platform as a whole, meaning the Recommand API is unavailable or unable to process Peppol messages for customers generally, Recommand begins remediation as soon as the incident is detected and works to restore service on a 24x7x365 basis, independent of the support hours below. The support levels and response times below apply to individual support requests.
Backup and Recovery
Recommand maintains regular backups of platform data. In the event of data loss caused by a failure of the Recommand platform, Recommand commits to the following recovery objectives:
- Recovery Point Objective (RPO): 12 hours: restored data will reflect a state no older than 12 hours before the incident.
- Recovery Time Objective (RTO): 8 hours: the affected services and data are restored within 8 hours after the incident is confirmed.
Downtime during such recovery counts toward the Monthly Uptime Percentage and the Service Credits above.
Support Levels
The support level of your subscription is stated per plan on the pricing page, or in your order form for Enterprise agreements. Support hours are Monday through Friday, 9:00 - 17:00 (Europe/Brussels), excluding Belgian public holidays ("Business Hours").
| Support level | Channels | Hours |
|---|---|---|
| Community support | Documentation and public resources | Not applicable |
| Email support | Email to support@recommand.eu | Business Hours |
| Priority support | Email to support@recommand.eu, handled before Email support requests | Business Hours |
| Enterprise support | Email to support@recommand.eu, handled before Priority support requests; a dedicated contact where agreed in the Enterprise agreement | Business Hours (optional: 24x7x365 for Critical requests) |
Response Times
A response is a reply from our support team that acknowledges your request and starts its handling; it is not a resolution time. Response times are counted within Business Hours, unless 24x7x365 support is part of your Enterprise agreement.
Target time to first response, per support level:
| Severity | Description | Email support | Priority support | Enterprise support |
|---|---|---|---|---|
| Critical | Production use blocked, no workaround | 4 business hours | 1 business hour | 30 minutes |
| High | Major impact, workaround exists | 1 business day | 3 business hours | 3 business hours |
| Medium | Limited impact | 2 business days | 1 business day | 1 business day |
| Low | No business impact, questions | 3 business days | 2 business days | 2 business days |
Indicate the severity when you contact support. Recommand may reclassify a request based on its actual impact. Response times are targets; Service Credits apply only to the Service Commitment above.
How to Claim a Credit
To request a Service Credit, please contact us at support@recommand.eu with the following details:
- Description of the incident
- Dates, times, and duration of the outage
- Affected endpoints or operations
For questions or clarification regarding this SLA, please contact your Recommand account representative.