Service Level Agreement (SLA) - Recommand Peppol API

This Service Level Agreement (“SLA”) 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 “Terms of Service”).

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.

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
≥ 99.0% and < 99.9%	2% of monthly fee
≥ 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 Recommand’s 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 — the Recommand API being 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 plan hours below. The support plans 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 Plans

Recommand provides different support plans based on your needs. All hours are in the Europe/Brussels timezone.

Subscription plan	Email support	Telephone support	Hours
Free	—	—	—
Starter	✓	—	Monday through Friday, 9:00 - 17:00
Professional	priority	—	Monday through Friday, 9:00 - 17:00
Enterprise	priority, dedicated contact	✓	Monday through Friday, 9:00 - 17:00 (Optional: 24x7x365)

Response Times

We aim to respond to support requests made within the provided support hours within the following timeframes:

Severity	Description	Target Response Time
Critical	Blocking issue, no workaround	30 minutes
High	Major impact, workaround exists	3 hours
Medium	Limited impact	12 hours
Low	No business impact	24 hours, Monday through Friday

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.