Parties
This Service Level Agreement (SLA) is entered into between Assetify (the "Service Provider") and the Client (the "Customer").
Service availability
The Service Provider commits to maintaining 99.9% uptime for the Assetify platform, measured monthly. Uptime excludes planned maintenance windows, which are scheduled outside business hours when possible and communicated at least 7 days in advance.
Support response times
Every ticket is triaged on submission and assigned a priority. Response times are measured from triage.
| Priority | Scope | Response time |
|---|---|---|
| Critical | Complete platform outage or data loss. | < 1 hour · 24/7 |
| High | Significant feature unavailability affecting multiple users. | < 4 business hours |
| Normal | Partial functionality or non-critical bugs. | < 1 business day |
| Low | Cosmetic issues or feature requests. | < 3 business days |
Planned maintenance
Planned maintenance windows will not exceed four hours per month and will be scheduled outside peak usage hours. The Service Provider will provide at least 7 days notice via email and in-app notification.
Maintenance windows do not count against uptime calculations.
Performance standards
| Metric | Target |
|---|---|
| Page load timesNormal conditions | < 3 seconds |
| API response times95th percentile | < 500 ms |
| Data exports & reportsStandard operations | < 15 minutes |
Data backup and recovery
Daily automated backups are performed and stored redundantly in European Union data centers.
| Metric | Target |
|---|---|
| Recovery Time ObjectiveRTO | 4 hours · any data loss incident |
| Recovery Point ObjectiveRPO | 1 hour maximum data loss |
Security monitoring
- The platform is monitored 24/7 for security threats and anomalies.
- Vulnerability assessments are conducted quarterly.
- Penetration testing is performed annually by an independent third party.
Incident notification
In the event of a security breach affecting Customer data, the Service Provider will notify the Customer within 24 hours with details of the incident, affected data, and remediation steps. The Customer will receive regular updates until the incident is fully resolved.
Credits for SLA breaches
If monthly uptime falls below 99.9%, the Customer receives service credits applied against the next invoice.
| Monthly uptime | Service credit |
|---|---|
| 99.0% – 99.9% |
10%
|
| 95.0% – 99.0% |
25%
|
| Below 95.0% |
50%
|
Exclusions
SLA credits do not apply to downtime caused by:
- Customer misconfiguration.
- Third-party integrations outside Assetify's control.
- Internet connectivity issues on the Customer's side.
- Denial-of-service attacks.
- Force majeure events.
SLA credits are the Customer's sole remedy for service failures under this agreement.
Monitoring and reporting
The Service Provider maintains a public status page at status.getassetify.com showing current system status and incident history. Monthly uptime reports are provided to Enterprise customers upon request.
Service changes
The Service Provider may update or modify services with 30 days notice. Critical security patches may be deployed with shorter notice. Changes that significantly impact availability or functionality require written customer consent.
Escalation
Unresolved critical issues will be escalated to senior technical staff after 6 hours. Customers can request escalation to management at any time by emailing support@getassetify.com.
Term and termination
This SLA is effective for the duration of the service agreement. Either party may terminate with 30 days written notice.
Governing law
This SLA shall be governed by the laws of the Netherlands. Any disputes shall be submitted to the competent court in the Netherlands.