Service Level Agreement

1. Representative response times

Acting as EU representative, we will acknowledge and begin handling communications from data subjects and supervisory authorities within the following target times, measured in business days (Monday to Friday, excluding public holidays at the representative’s seat) from receipt:

• Standard plan: within 5 business days.
• Premium plan: within 2 business days.

2. Included request volume

The number of data-subject requests included per year is set out on the Pricing page and in the order (Standard: up to 10 requests per year; Premium: unlimited). Requests beyond an included volume are handled in line with the Terms and the applicable plan.

3. Platform availability

We will use commercially reasonable efforts to keep the platform available and to minimise downtime. Scheduled maintenance will, where practicable, be performed outside peak hours and announced in advance.

4. Service credits

If we materially miss the applicable response-time target in Section 1, your remedy is a service credit as set out in Section 3 of the Refund Policy (a maximum of one credit per quarter). Service credits are the sole and exclusive remedy for missed service levels, without prejudice to the Customer’s mandatory statutory rights.

5. Exclusions

The service levels do not apply to delay or unavailability caused by:

• force majeure (Section 15 of the Terms);
• scheduled or emergency maintenance;
• factors outside our reasonable control, including failures of third-party infrastructure (hosting, payment, signature, or identity providers);
• the Customer’s own acts, omissions, or failure to provide required information;
• suspension under the AUP or the Terms.

6. Claiming a credit

To claim a service credit, contact [email protected] within 30 days of the missed service level, with enough detail to identify the affected request.

7. Changes

We may update this SLA in accordance with Section 16 of the Terms.