This Service Level Agreement (“SLA”) describes the availability targets, support response targets, and service‑credit mechanism that apply to paid Rezvion subscriptions. It is incorporated into the Terms of Service.
Pilot phase. Rezvion is a new platform in active development. The targets below are good‑faith goals based on commercially reasonable efforts, not absolute guarantees. While we invest heavily in reliability — including monitoring, automated tests, and careful change management — early customers may occasionally encounter issues as the Service matures. We will be transparent about any incidents and learn from them quickly. Custom, more demanding SLAs are available on request for Pro and Enterprise customers under a separate signed addendum.
1. Definitions
- Monthly Uptime Percentage — total minutes in a calendar month minus minutes of Unplanned Downtime, divided by total minutes, expressed as a percentage.
- Unplanned Downtime — periods during which the production Service is materially unavailable to the Customer, as recorded by Rezvion’s monitoring, excluding the items in §4.
- Severity — the impact classification of a support ticket per §3.
- Monthly Fee — the recurring subscription fee paid by the Customer for the affected month, excluding usage‑based charges, hardware, professional services, and one‑off fees.
2. Availability targets
Targets are measured monthly and apply to the production environment of the Service. Beta features, preview environments, sandbox tenants, and third‑party integrations are not included.
| Plan | Monthly Uptime target | Equivalent monthly downtime |
|---|---|---|
| Starter | 99.0% | ≈ 7h 18m |
| Growth | 99.5% | ≈ 3h 39m |
| Pro / Enterprise | 99.5% (custom 99.9% available on request) | ≈ 3h 39m |
3. Support response targets
First‑response targets, measured during business hours unless noted. These are targets — actual response times will often be faster, and we will keep the Customer updated until resolution.
| Severity | Definition | First response target |
|---|---|---|
| S1 — Critical | Production Service unavailable or material data loss; no workaround. | 4 business hours (Growth and above) 1 business day (Starter) |
| S2 — High | Major feature broken; workaround available. | 1 business day |
| S3 — Normal | Minor feature issue; non-critical. | 3 business days |
| S4 — Low | Question, cosmetic, feature request. | 5 business days |
Business hours: Monday–Friday 09:00–18:00 CET/CEST, excluding Dutch public holidays. Out‑of‑hours coverage for S1 incidents may be agreed under a custom Order Form.
4. Exclusions
The Monthly Uptime Percentage does not count downtime caused by:
- Scheduled maintenance announced at least 24 hours in advance, or emergency security maintenance with reasonable notice;
- Force‑majeure events (see Terms §17);
- Issues caused by the Customer’s acts or omissions, including misuse of the Service, breach of the AUP, custom configurations, or use of unsupported integrations;
- Failures of third‑party services outside Rezvion’s reasonable control, including delivery platforms (Thuisbezorgd, Uber Eats, Deliveroo), payment providers, mapping providers, or upstream connectivity;
- Issues with the Customer’s own internet connection, devices, browser, or local network;
- Beta, preview, or experimental features clearly labelled as such;
- Periods of suspension permitted by the Terms (e.g. for non-payment or AUP breach).
5. Service credits
Where Rezvion misses the Monthly Uptime target for a Customer’s plan, the Customer may request a service credit calculated as a percentage of the Monthly Fee for the affected month, subject to the caps in §6.
| Monthly Uptime Percentage | Service credit (% of Monthly Fee) |
|---|---|
| Below target and ≥ 98.0% | 5% |
| Below 98.0% and ≥ 95.0% | 10% |
| Below 95.0% | 20% |
6. Caps on service credits
- Per‑month cap. Total service credits issued for a single calendar month shall not exceed 20% of the Monthly Fee for that month, regardless of the number or duration of incidents.
- Annual cap. Total service credits issued to a Customer in any rolling 12‑month period shall not exceed two (2) months’ Monthly Fee.
- Form of credit. Credits are issued only against future invoices for the same Service. They are not redeemable for cash, are not transferable, and have no surrender value on termination.
- Eligibility. The Customer’s account must be in good standing (not in breach of the Terms or AUP, and not more than 30 days overdue on payment) at the time of the request and at the time the credit is applied.
- How to claim. Submit a written request to hello@rezvion.nl within 30 days after the end of the affected month, including the affected dates, times, and impact. Late requests are not eligible.
- Sole and exclusive remedy. Service credits are the Customer’s sole and exclusive remedy for any failure to meet the availability target.
7. Status and incidents
Real-time status, the incident timeline, and post‑incident reviews for major or critical events are published at status.rezvion.nl. Customers registered in the dashboard also receive email notifications for any incident that materially affects their service.
8. Changes to this SLA
We may update this SLA from time to time. Material changes that reduce the Customer’s rights will be notified at least 30 days in advance and will not apply retroactively to incidents that already occurred.
9. Contact
Questions about this SLA? Email hello@rezvion.nl.