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Service Level Agreement

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Service Level Agreement

Effective Date: 01. January 2025
Swiss Digitech GmbH
Neumattstr. 12, 8902 Urdorf, Switzerland
Email: info@payrollrobot.ai

This Service Level Agreement (“SLA”) accompanies the Swiss Digitech GmbH Terms of Service, available at [terms of service URL], or any successor URL (the “Agreement”). This SLA outlines the service commitments Swiss Digitech GmbH (“Provider”) makes to its customers (“Customer”). Capitalized terms not defined herein have the meanings assigned to them in the Agreement.

Target Availability

Swiss Digitech GmbH will make reasonable efforts to ensure that the services provided (“Services”) maintain an uptime of 99.5% during each calendar month (“Target Availability”).

Exclusions

The calculation of uptime excludes periods of unavailability caused by:

  1. Unauthorized Use: Customer’s use of the Services in a manner not authorized under the Agreement or applicable documentation.
  2. External Factors: General Internet issues, force majeure events, or any factors beyond Swiss Digitech GmbH’s reasonable control.
  3. Customer-Related Issues: Customer’s own equipment, software, network connections, or infrastructure failures.
  4. Third-Party Systems: Issues caused by third-party systems, actions, or omissions.
  5. Maintenance Activities: Scheduled Maintenance or reasonable emergency maintenance as outlined below.

Scheduled Maintenance

Definition: Scheduled Maintenance refers to routine maintenance activities planned to ensure the proper functioning of the Services.

  • Notification: Customers will be notified at least 24 hours in advance of any scheduled maintenance.
  • Duration: Scheduled Maintenance will not exceed 8 hours per month.
  • Frequency: Maintenance is typically performed once per month.

 

Remedy for Failure to Meet Target Availability

  1. If Swiss Digitech GmbH fails to meet the Target Availability for two consecutive months, the Customer may terminate the applicable subscription term.
  2. Termination Process: The Customer must send written notice of termination within 30 days following the end of the second month of failure.
  3. Refund: Swiss Digitech GmbH will refund any prepaid fees for the terminated portion of the applicable subscription term.
  4. Exclusive Remedy: This termination and refund option is the Customer’s sole remedy for any failure by Swiss Digitech GmbH to meet the Target Availability.

For additional information or to report issues with service availability, please contact us at:
Swiss Digitech GmbH
Email: info@payrollrobot.ai