Service Level Agreement

1. Introduction

This Service Level Agreement (SLA) supplements and amends the WeSolve Terms of Service (ToS), available at WeSolve Terms of Service. If there is any conflict between this SLA and the Terms of Service, the applicable terms in the SLA shall prevail. Capitalized terms not defined in this SLA have the meaning assigned in the Terms of Service.

2. General

WeSolve provides certain guarantees regarding the availability of our WeSolve Platform and Services. This SLA outlines the service availability levels and the support that customers can expect for the duration of their agreement with WeSolve.

3. Definitions

• “Service Credit” – A credit (as described in the Customer Agreement) denominated in Euros (€), calculated based on the criteria below. Service Credits are not refundable and cannot be exchanged for cash.
• “Unavailable” or “Unavailability” – The WeSolve Platform is not accessible on an up-to-date version of Chrome, Edge, Firefox, or Safari due to WeSolve’s fault.
• “Monthly Uptime Percentage” – The percentage of total minutes in a month that the WeSolve Web Application Services were Unavailable, excluding downtime from SLA Exclusions (defined below).

4. Uptime Service Commitment

Customers on paid subscription plans covered under this SLA are eligible for Service Credits when WeSolve fails to meet the Monthly Uptime Percentage Commitment. No uptime service commitments apply to customers on free plans.

The Monthly Uptime Percentage, Allowed Downtime, Acceleration Ratio, and Maximum Service Credit are as follows:

Example Calculation:
If a Professional Plan customer experiences an outage of 4 hours (or 240 minutes) in a month, the allowable downtime for this plan is 87.6 minutes (since 99% uptime allows for 1% downtime in a 30-day month, or 43,800 total minutes × 1% = 438 minutes of allowable downtime).

The creditable outage is therefore:
240 minutes – 87.6 minutes = 152.4 minutes

Applying the 20x acceleration ratio, the total eligible credit percentage is calculated as:
(152.4 minutes × 20) ÷ 43,800 total monthly minutes = 6.96%

Thus, the customer would receive a Service Credit of 6.96% of their monthly invoice.

5. SLA Exclusions

WeSolve is not responsible for failures caused by factors outside our control, including but not limited to:

• Third-party services beyond WeSolve’s control (e.g., Customer’s internet service provider, email domain service, push notification provider).
• Force Majeure Events, including but not limited to:
  • Government actions, regulations, or orders.
  • Strikes, labor disputes, or slowdowns.
  • Natural disasters (fires, floods, earthquakes, hurricanes).
  • Acts of war, terrorism, or civil unrest.
  • Systemic internet issues or failures caused by telecommunications providers.
• Customer account suspensions due to violations of the ToS, Acceptable Use Policy, or government/legal orders.
• Service degradation due to customer misuse in violation of the Community Policy.

6. Service Credit Terms

To request a Service Credit, the customer must submit a claim via support@wesolve.com within 30 days of the month in which the Unavailability occurred. The claim must include:

1. Subject line: “SLA Claim”
2. Details: Dates and times of the Unavailability.
3. Evidence: Any applicable logs documenting the outage.

Conditions for Eligibility

To qualify for a Service Credit, the customer must:

• Use the latest version of the WeSolve Platform.
• Access the platform using an up-to-date version of Chrome, Edge, Firefox, or Safari.

If the claim is verified, the Service Credit will be applied to the next billing cycle. Pending Service Credits do not exempt customers from paying invoices in full.

7. Sole Remedy

Unless explicitly stated in the Terms of Service, a Service Credit is the only remedy available for any service downtime, non-performance, or failure to meet uptime commitments.

8. Customer Support Commitment

Customers on Basic, Pro, and Enterprise Plans receive priority support based on the following commitments:

8.1 Support Availability

• Phone Support: Monday – Friday, 09:00 – 17:00 CET
• Email Support: Monday – Friday, 09:00 – 17:00 CET
  • Emails sent outside business hours will be addressed on the next business day.
• Live Assistance: Screensharing or call-guided support is available within 72 hours, limited to two sessions per month.

8.2 Service Request Response Times

• High Priority Issues: 0-12 hours
• Medium Priority Issues: Within 48 hours
• Low Priority Issues: Within 5 business days
• Remote assistance will be provided based on the priority level.

9. Revision & Updates

WeSolve reserves the right to revise this SLA with 30 days’ notice via email. Customers may cancel their subscription anytime as per the WeSolve Customer Agreement.

This WeSolve SLA is effective as of January 1, 2025. If you have any questions or concerns, please contact support@wesolve.app.