SLA
Service Level Agreement for Online Services ordered under the Groft AS Customer Agreement (“the Agreement”).
Capitalized terms not defined in this SLA have the meanings given in the Agreement. This SLA is incorporated by reference into the Agreement and is subject to the terms thereof.
Service Levels and Compensation
1. Definitions
1.1 “Downtime” means a period during which the Online Service is materially unavailable to the Customer, as measured by The Provider’s monitoring systems. Downtime is measured in minutes per calendar month.
1.2 “Monthly Uptime Percentage” means the total number of minutes in a calendar month minus Downtime, divided by the total number of minutes in that calendar month, expressed as a percentage.
1.3 “Excluded Downtime” means any period of unavailability caused by circumstances outside The Provider’s reasonable control, including:
(a) Scheduled maintenance, provided that The Provider has given due prior notice, or the maintenace is during the normal maintenance window from 04:00 - 06:00 or 22:00 - 24:00 CET/CEST.
(b) Emergency maintenance required to address security vulnerabilities or critical issues.
(c) Force majeure events as described in the Agreement.
(d) Failures of Customer’s own equipment, software, network connections, or third-party services not under The Provider’s control
(e) Actions or omissions of Customer or its End Users, including misconfiguration or unauthorized modifications.
(f) DNS issues outside The Provider’s managed infrastructure.
Excluded Downtime is not counted when calculating the Monthly Uptime Percentage.
1.4 “Service Credit” means a percentage discount applied to the Customer’s next invoice for the affected Online Service, as set out in Section 4.
2. Service Level
2.1 Uptime Commitment. The Provider shall use commercially reasonable efforts to maintain a Monthly Uptime Percentage of at least 98.5% for the Online Service.
2.2 Working Hours. Support and incident response are provided during normal working hours in Norway: 08:00–16:00 CET/CEST, Monday through Friday, excluding Norwegian public holidays.
2.3 Monitoring. The Provider shall monitor the availability of the Online Service using its own monitoring systems. The Provider’s monitoring data shall be the authoritative source for calculating Downtime and Monthly Uptime Percentage.
3. Incident Response
3.1 Notification. The Provider shall notify the Customer of any unplanned Downtime as soon as reasonably practicable, and shall provide updates on the status of the incident at reasonable intervals.
3.2 Response Times. During working hours, The Provider shall use commercially reasonable efforts to respond to reported incidents within the following timeframes:
| Severity | Description | Target Response Time |
|---|---|---|
| Critical | Online Service is fully unavailable | 2 hours |
| Major | Core functionality is materially impaired | 4 hours |
| Minor | Non-critical functionality is impaired | 2 business day |
3.3 Response times represent the target time to acknowledge and begin investigating the incident, not the time to resolve it.
3.4 Support Channels. Incidents may be reported via The Provider’s designated support channels as published on groft.com.
4. Compensation — Service Credits
4.1 Eligibility. If, during a calendar month, the Monthly Uptime Percentage for the Online Service falls below the committed level set out in Section 2.1, and such failure is attributable to The Provider, the Customer shall be entitled to Service Credits as set out below.
4.2 Service Credit Schedule.
| Monthly Uptime Percentage | Service Credit (% of monthly fee) |
|---|---|
| 98.5% – 98.00% | 5% |
| 95.0% – 97.99% | 10% |
| Below 95.0% | 20% |
4.3 Maximum Credit. The total Service Credits for any single calendar month shall not exceed 20% of the monthly fee for the affected Online Service. The aggregate Service Credits across all calendar months in any twelve (12) month period shall not exceed the equivalent of three (3) months of fees for the affected Online Service.
4.4 Credit Application. Service Credits are applied as a discount on the Customer’s next invoice. Service Credits are not redeemable for cash, refunds, or any other form of payment. If the Customer’s subscription is terminated or expires, any outstanding Service Credits are forfeited.
4.5 Exclusive Remedy. Service Credits as set out in this Section 4 constitute the Customer’s sole and exclusive remedy, and The Provider’s entire liability, for any failure to meet the service levels defined in this SLA. Service Credits are counted toward the aggregate liability cap set out in the Agreement (Section 7).
5. Claim Procedure
5.1 Customer Notification. To be eligible for Service Credits, the Customer must submit a written claim to The Provider within ten (10) business days after the end of the calendar month in which the Downtime occurred.
5.2 Claim Contents. The claim must include:
(a) A description of the incident(s) and the dates and approximate times of the Downtime.
(b) The affected Online Service(s).
(c) Any supporting documentation reasonably available to the Customer.
5.3 Provider Response. The Provider shall respond to a valid claim within five (5) business days with a substantive response, including, where applicable, confirmation of applicable Service Credits or a reasoned explanation for why the claim is not eligible.
5.4 Failure to Claim. If the Customer does not submit a claim within the period set out in Section 5.1, the right to Service Credits for that calendar month is forfeited.
6. Persistent Failure
6.1 If the Monthly Uptime Percentage falls below 95.0% for two (2) consecutive calendar months, or for three (3) or more months within any twelve (12) month rolling period, the Customer may, upon thirty (30) days’ written notice:
(a) Require The Provider to submit a remediation plan within ten (10) business days, or
(b) Terminate the affected Online Service without penalty and receive a pro-rata refund of any prepaid, unused fees.
6.2 The remedies in Section 6.1 are in addition to any Service Credits accrued under Section 4, but are subject to the limitation of liability set out in the Agreement.
7. General
7.1 Amendments. The Provider may update this SLA from time to time. Material changes shall be communicated to the Customer at least thirty (30) days before they take effect. Continued use of the Online Service after the effective date of a change constitutes acceptance of the revised SLA.
7.2 Relationship to the Agreement. This SLA is subject to and governed by the terms of the Agreement, including the limitation of liability (Section 7), applicable law, and dispute resolution provisions. In the event of a conflict between this SLA and the Agreement, the Agreement shall prevail, except where this SLA expressly provides for specific service levels and remedies.
Version: Feb 2026