Standard Service Level Agreement (SLA)

1. Scope

This SLA covers software development, cloud integrations, API implementations, monitoring, support, and related professional services delivered by CodeMatic, unless explicitly overridden.

2. Availability

We aim to deliver professional service quality but do not guarantee absolute uptime—especially where third-party platforms or infrastructure are involved.

• Typical (non-contractual) service availability targets range between 95% and 99%.
• Emergency maintenance windows may occur without prior notice.

3. Response Times

Support requests follow these non-binding targets:

• Critical issues: initial response within 24–48 hours.
• High-priority issues: response within 2–5 business days.
• General inquiries and feature requests: response within 5–10 business days.

These are best-effort targets and not legal guarantees; actual timelines depend on workload and contractual scope.

4. Exclusions

This SLA does not cover service degradation or downtime caused by:

• Third-party service outages (hosting, cloud providers, APIs, payment processors, etc.).
• Hardware failures or misconfigurations originating in the client’s environment.
• Incorrect configuration or unauthorized modifications by the client.
• Client network failures, ISP issues, or internet disruptions.
• Security incidents stemming from client negligence.
• Force majeure events (power outages, fire, flooding, war, civil unrest, etc.).

5. Maintenance

Scheduled or emergency maintenance may be performed without liability. Temporary downtime required for maintenance does not qualify for compensation or service credits.

6. Client Responsibilities

To ensure service quality, clients agree to:

• Maintain secure passwords, MFA, and access controls.
• Provide accurate, timely information and required approvals.
• Ensure a stable environment and adequate infrastructure for deployments.
• Refrain from modifying delivered systems without written approval.

7. Limitation of Liability

Even under this SLA, CodeMatic’s liability remains limited to the amounts and exclusions defined in the Terms of Service. No compensation is provided for indirect, incidental, or consequential losses.

8. Contact

For SLA questions or escalations, email hello@codematic.be.