You will find the SLA of the Simplifier Cloud below:
The Licensor operates the provided Platform under the criteria of highest possible care, reliability, and availability of 99.7%, 7 days a week, 24 hours a day, 365 days a year. Downtimes are not considererd in the calculation of availability if the Licensee expressly agreed to it in writing or if these downtimes are default times mentioned in paragraphs 4 and 5.
The Licensee has the right to reduce the agreed monthly fee for the maximum of 2% for every full percentage point that is below the assured availability. Any further claims of the customer remain unaffected.
Down times for maintenance, servicing and upgrades are explicitly pre-announced in writing between the parties, if these deviate from the default times mentioned in paragraphs 4 and 5.
The maintenance of the Simplifier is carried out by default on Saturday from 22:00 to 24:00 CET (Central European Time). Divergent or in addition necessary maintenance must be announced to the Licensee in writing, at least four weeks in advance and require the Licensee‘s written approval.
Every six months a release upgrade will be installed, namely on Saturday of the month’s last weekend, unless the contracting parties agree in a specific case for a different arrangement.
Updates and upgrades, that change the process, have to be announced to the Licensee in writing and before the implementation and will require written approval.