Service Level Agreement

This Service Level Agreement describes the availability Secure Tenant commits to for the portal at app.secure-tenant.com and its API, and what you receive from us if we do not meet that commitment. It forms part of our Terms of Service and applies to every paid subscription.

We commit to availability of at least 99% per calendar month. In a thirty-day month that allows for roughly seven hours of unavailability before we have broken our commitment.

• This commitment is identical for Compliance and Assurance. Both plans run on the same infrastructure, so promising different availability would be meaningless.
• Unavailable means the portal or the API does not respond or consistently returns errors. A single failed request that succeeds on retry does not count.

We measure availability with checks performed from outside every five minutes, from infrastructure separate from the environment the Service runs on. The result is public and continuously visible at status.secure-tenant.com.

• We use that same public measurement for our own accounting, so you do not have to take our word for it.
• If your own observation differs from our measurement, we will look into it and weigh your evidence.

The following are excluded when calculating availability:

• Planned maintenance announced in advance in accordance with section 5.
• Force majeure and other circumstances beyond our reasonable control, as described in our Terms of Service.
• Failures at third parties the Service depends on, including Microsoft, your own cloud provider and your internet connection.
• Problems in your own environment, network or equipment.
• Use of the Service that breaches our Terms of Service or Acceptable Use Policy.
• Interruptions because we suspended access under the Terms of Service.

Occasionally we need to carry out maintenance during which the Service is briefly unavailable. Fixed rules apply.

• We announce planned maintenance on status.secure-tenant.com and by email to the administrators of your organization.
• That announcement goes out as soon as the window is fixed, and again roughly twenty-four hours before it starts.
• Maintenance cannot be announced retroactively. If a window was not announced before it began, it counts as unavailability like any other.
• Where possible we schedule maintenance outside Dutch business hours.

If we do not meet the committed availability in a calendar month, you are entitled to a credit on your next invoice:

• Availability of 95% up to and including 98.99%: 10% of the monthly fee for that month.
• Availability below 95%: 20% of the monthly fee for that month.
• For annual subscriptions we treat the monthly fee as one twelfth of the annual fee.
• Credits are applied to a future invoice and are not paid out in cash.

We do not award credits automatically. You claim them.

• Write to contact@secure-tenant.com within thirty days after the end of the month concerned.
• State your organization and the period during which you could not reach the Service.
• If you do not claim within those thirty days, the right to a credit for that month lapses.
• A credit is your sole remedy for a failure to meet the committed availability. Other claims for damages on this basis are excluded, without prejudice to the Limitation of Liability in our Terms of Service.

Support runs through support@secure-tenant.com and through support.secure-tenant.com, where you can track open requests. We respond on working days between 09:00 and 17:00 Dutch time.

• Compliance: we respond no later than the next working day.
• Assurance: we respond within four working hours.
• These times concern a first substantive reply, not resolution of the problem itself. How long a fix takes depends on what is wrong.
• For an outage affecting all customers we post on status.secure-tenant.com and you do not need to report it.

We may amend this Service Level Agreement. If we lower the committed availability or reduce the credits, we will tell the administrators of your organization at least thirty days in advance. You may then cancel your subscription with effect from the end of the current period.

Questions about this agreement or about a credit can be sent to contact@secure-tenant.com. Secure Tenant is registered with the Dutch Chamber of Commerce under number 84249242, at Diepmeerven 33, 5645KG Eindhoven, the Netherlands.