Service Level Agreement

This Service Level Agreement ("SLA") describes the availability, data protection and support that relyd provides for the Service. It forms part of the Master Subscription Agreement ("MSA") and applies to paid subscriptions. It does not apply to free trials or to beta features.

1. Availability

1.1 Commitment. relyd will make the Service available with a monthly availability of at least 99.5 %.

This corresponds to at most about 3 hours 39 minutes of unavailability per calendar month.

1.2 Definition. The Service is unavailable if Users cannot sign in or cannot use the core functions of the Service, and the cause lies within relyd's responsibility. Availability is measured by relyd's independent external monitoring at intervals of no more than five (5) minutes. It is calculated per calendar month as follows:

(total minutes of the month − minutes of unavailability) ÷ total minutes of the month

1.3 Exclusions. The following do not count as unavailability:

• (a) planned maintenance announced at least forty-eight (48) hours in advance, carried out where possible between 22:00 and 06:00 Central European Time, and not exceeding four (4) hours per month;
• (b) urgent maintenance to close a security vulnerability;
• (c) causes outside relyd's reasonable control (force majeure, section 16.3 MSA), including failures of the public internet;
• (d) failures of services connected by the Customer (MSA section 4.4);
• (e) suspension in accordance with the MSA or the Terms of Sale;
• (f) problems caused by the Customer's systems, configuration or use in breach of the MSA;
• (g) individual features that are unavailable while the Service as a whole remains usable.

1.4 Status information. Current availability and incidents are published at status.relyd.co.

2. Service credits

2.1 If the monthly availability falls below the commitment, the Customer receives a credit on its next invoice for the affected subscription, as a percentage of the monthly subscription fee for that month:

2.2 The Customer must claim the credit in writing within thirty (30) days after the end of the month concerned. The total credits for a month may not exceed 50 % of the monthly fee.

2.3 Service credits are the Customer's sole financial remedy for failure to meet the availability commitment. The Customer's right to terminate the MSA for cause in the event of repeated or serious failures is not affected. Liability for wilful misconduct or gross negligence (MSA section 13.1) is also not affected.

3. Backup and recovery

3.1 Backups. relyd backs up all databases of the Service every hour. The backups are encrypted and stored in a separate data centre region, where they are protected against deletion and modification for their retention period:

• hourly backups for 7 days;
• daily backups for 30 days;
• monthly backups for 12 months.

3.2 Recovery targets in the event of a failure of the production systems:

• Recovery Point Objective (RPO): at most 1 hour of data loss;
• Recovery Time Objective (RTO): restoration of the Service within 24 hours.

3.3 Restore tests. relyd tests the restoration of backups at least once a month and documents the result.

3.4 Restoring individual data. Backups serve to restore the Service after an incident. Restoring individual records or a Workspace to an earlier point in time at the Customer's request, for example after an accidental deletion by a User, is possible within the retention period. It is charged according to effort under the Terms of Service (Professional Services).

4. Support

4.1 Support is provided in English, German, French and Italian, by e-mail and through the Service, on working days from 08:00 to 17:00 Swiss time (CET/CEST), which is 07:00 to 16:00 Irish time throughout the year, except public holidays in Ireland.

4.2 relyd aims to respond within the following times:

Response times are targets, not guaranteed resolution times.

5. Security

The security measures relyd maintains are described in Annex 2 of the Data Processing Agreement.