Service level terms

1. Availability commitment

We target monthly availability of 99.9 percent for each customer Site, measured over a calendar month. That allows roughly forty-three minutes of unplanned unavailability per month.

A Site is considered unavailable when it cannot be reached or cannot perform core functions for reasons within our control, measured from our external monitoring, in consecutive periods of five minutes or more.

2. What is excluded

• Announced maintenance within the windows described in clause 4
• Emergency maintenance required to address a security vulnerability, which we will always announce as early as we responsibly can
• Failures of a third-party service you have chosen to connect, such as a bank, carrier or payment provider
• Problems caused by your own configuration, scripting, integration or import activity
• Your own network or internet connectivity
• Suspension for non-payment after written notice, or for a breach of the acceptable use policy
• Force majeure

3. Support response targets

Site unavailable	First response within 1 hour. Work continues until service is restored, including outside business hours.
Core process broken	First response within 4 business hours. A core process fails or produces incorrect results with no reasonable workaround.
Degraded but workable	First response within 1 business day. A defect with a workaround, or behaviour that is wrong but not blocking.
Questions and requests	First response within 2 business days.

Business hours are 09:00 to 17:30 CET, Monday to Friday, excluding Dutch public holidays. Site-unavailable incidents are monitored and handled continuously. These are first-response targets; resolution time depends on what is wrong, and you will be told what we know as we know it.

4. Maintenance

Routine maintenance is performed within a weekly window between 22:00 and 02:00 CET on Sundays. Most updates cause no interruption at all. Where an interruption is expected, it is announced at least seventy-two hours in advance on the status page and by email to Site administrators.

Emergency security maintenance may take place at any time. It is announced as early as responsibly possible, which is sometimes after the fact when the vulnerability makes advance notice unwise.

5. Backups and recovery

Backup frequency	Daily, database and files together
Retention	30 days of dated daily archives, retained in Europe
Integrity checking	Every backup is verified automatically as part of the run; a failed verification raises an alert the same night
Recovery point objective	24 hours on standard plans; shorter windows available on request
Recovery time objective	4 hours for a full Site restore
Restore testing	Full restores are exercised periodically, because an unverified backup is a hypothesis rather than a backup

You may also request a restore of your own Site to a point within the retention period, for example after a bad import. Ask, and we will confirm the point and the impact before doing anything.

6. Incident communication

During an incident, the status page is updated first, before we have an explanation, because silence is the worst part of an outage. Affected customers are notified directly. Any incident with material impact gets a written post-incident note within five business days describing what happened, why, and what changed as a result.

7. Service credits

If monthly availability falls below the target, you may claim a credit against the following month's subscription fee:

Below 99.9 percent	10 percent of the monthly fee
Below 99.5 percent	25 percent of the monthly fee
Below 99.0 percent	50 percent of the monthly fee
Below 95.0 percent	100 percent of the monthly fee, and the right to terminate without penalty

Claims are made by writing to khadeem.smart@tynk-tech.nl within thirty days of the end of the affected month. We will not make you prove something our own monitoring already shows. Credits are the contractual remedy for missed availability; they are not intended as a measure of what a bad outage costs you, which is why we would rather not have them apply.

8. Changes to these terms

Material changes are notified at least thirty days in advance. We will not reduce a commitment quietly, and a reduction that genuinely does not work for you is grounds to terminate without penalty.

---

Questions about this document go to khadeem.smart@tynk-tech.nl. Trivena Technologies B.V. (i.o.) is established in the Netherlands, and these documents are governed by Dutch law.