Service Level Agreement

Last updated: 9 August 2026 · Version 1.0 · The German version is legally binding.

This Service Level Agreement ("SLA") specifies the availability commitment under section 8 of the General Terms and Conditions of Beyondles UG (haftungsbeschränkt). It applies to the Starter, Growth and Scale plans. No availability commitment applies to the Free plan or to Beta features. For Enterprise contracts, the individually agreed values apply; commitments exceeding this SLA require a separately agreed, redundant deployment.

1. Definition of availability

1.1 The Service is "available" when the platform is reachable via the public internet and its core functions can be used: login, access to the product interfaces, and acceptance of tasks and requests by the system.

1.2 The following in particular do not constitute unavailability: the substantive quality or duration of individual agent tasks, disruptions of individual connected third-party systems or third-party channels, and impairments affecting only individual Beta features.

2. Availability commitment

2.1 The Provider warrants an availability of 99.5% per calendar month.

2.2 The commitment applies per organisation from the first full calendar month of a paid plan.

3. Measurement and status page

3.1 Availability is measured by external monitoring independent of the production system, at one-minute intervals, and evaluated per calendar month. The readings of this monitoring are decisive.

3.2 The Provider publishes the current operational status and incident history on a public status page.

4. Exclusions

The calculation of availability disregards periods attributable to:

• announced maintenance windows pursuant to section 8.2 of the GTC (announced at least 48 hours in advance, preferably during low-usage hours; as a rule no more than four hours per month);
• circumstances within the customer's sphere of responsibility, including their network connection, their systems and the configurations they have set up;
• model provider outages, to the extent the automatic switching under section 8.3 of the GTC does not enable execution;
• force majeure within the meaning of section 17 of the GTC;
• measures required to defend against attacks or in the event of abusive use, including a suspension under section 5.4 of the GTC.

5. Service credits

5.1 If availability in a calendar month falls short of the commitment under section 2, the customer receives, upon request, a credit on the monthly plan fee of the affected month (excluding usage-based costs):

• below 99.5%: 10%
• below 99.0%: 25%
• below 95.0%: 50%

5.2 The credit is capped at 100% of the monthly plan fee per month. It is offset as a balance against future fees; no cash payout is made.

5.3 Requests must be made in text form to [email protected] within 30 days of the end of the affected month.

5.4 The credit is the customer's sole and exclusive remedy for falling short of the availability commitment. Claims under section 10.1 of the GTC (intent, gross negligence, personal injury, mandatory statutory liability) and the right to extraordinary termination remain unaffected.

6. Incident reports and response times

6.1 The customer reports incidents to [email protected]. Business hours are Monday to Friday, 9 a.m. to 5 p.m. (Berlin time), except on German public holidays.

6.2 The following response times apply within business hours:

6.3 Response means the qualified intake of the incident and the start of processing; it is not a commitment to a resolution time. The Provider works continuously and to the best of its ability on resolving P1 and P2 incidents.

7. Changes

Changes to this SLA are governed by section 14 of the GTC. A reduction of the availability commitment or of the credit tiers constitutes a material change within the meaning of that section.