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This Maesn Service Level Agreement and System Support Plan (“SLA”) forms part of and is subject to the Maesn Terms of Service (the “Agreement”). Unless otherwise defined herein, capitalized terms shall have the meanings assigned to them in the Agreement. Maesn may amend this SLA from time to time in accordance with the Agreement.
Capitalized terms not defined in this SLA will have the meaning stated in the Agreement.
“Monthly Uptime Percentage” means the percentage obtained by subtracting the total number of minutes during which the Services were unavailable in a given calendar month from the total number of minutes in that month, multiplying the resulting number by one hundred (100), and dividing that figure by the total number of minutes in the respective calendar month.
“Unavailable” or “Unavailability” refers to any continuous period exceeding five (5) minutes during which the Maesn Services, or a Maesn-powered ecosystem, are not accessible or operational, excluding any circumstances that fall under the Maesn SLA Exclusions set forth below.
“Service Commitment” means the Monthly Uptime Percentage level that Maesn undertakes to maintain for the Services.
“Service Credit” means a financial credit issued by Maesn in accordance with this SLA, calculated as a percentage of one-twelfth (1/12) of the total annual subscription fees paid by Customer.
Maesn commits to maintaining a Monthly Uptime Percentage of at least 99.9% in each calendar month. If Maesn fails to meet this Service Commitment, Customer may be entitled to receive a Service Credit in accordance with the provisions set forth below.
The Service Commitment does not apply to any unavailability, degradation, or performance issues of the Maesn Services that are caused by circumstances beyond Maesn’s reasonable control, including but not limited to force majeure events, internet or network outages, or failures of external infrastructure providers.
The Service Commitment further does not apply to unavailability resulting from (i) Customer’s acts or omissions, including the use of non-compliant equipment, software, configurations or integrations, (ii) failures or limitations of third-party systems, APIs or services that are connected to or relied upon by the Maesn platform, (iii) any suspension or termination of Customer’s access in accordance with the Agreement or the Maesn Terms of Service, and (iv) routine or emergency scheduled maintenance.
Maesn integrates with a wide range of third-party target systems. Where reasonably possible, Maesn will proactively communicate known maintenance windows or planned outages of such external systems, as these may have a cascading impact on the availability or performance of the Maesn Services. However, such third-party maintenance windows and outages are excluded from the Service Commitment.
Maesn determines the Monthly Uptime Percentage using its own monitoring and observability systems, which may include both internal and third-party monitoring services. Customer agrees that the data generated by these systems shall be the authoritative source for assessing compliance with this SLA and for resolving any related disputes.
Service Credits are applied exclusively as credits toward future payments due to Maesn. Service Credits are not refundable, may not be paid out in cash, and may not be transferred or applied to any other Maesn accounts. Service Credits will only be issued if the calculated credit for the applicable calendar month exceeds one Euro (EUR 1.00). Customer’s sole and exclusive remedy for any Unavailability is the issuance of a Service Credit in accordance with this SLA.
Customer success is a core priority at Maesn. We use commercially reasonable efforts to provide support through telephone, email, and chat-based channels (including Slack or Microsoft Teams) to assist Customer throughout their integration lifecycle. Public holidays in Germany, based on the statutory holidays applicable in Düsseldorf, are treated in the same manner as weekends.
Service Credits are applied exclusively as credits toward future payments due to Maesn. Service Credits are not refundable, may not be paid out in cash, and may not be transferred or applied to any other Maesn accounts. Service Credits will only be issued if the calculated credit for the applicable calendar month exceeds one Euro (EUR 1.00). Customer’s sole and exclusive remedy for any Unavailability is the issuance of a Service Credit in accordance with this SLA.
Maesn will use commercially reasonable efforts to acknowledge and respond to Customer support requests related to errors in the Services submitted between 9:00 a.m. and 5:00 p.m., and to provide a resolution aligned with the applicable Severity Level after confirmation of receipt of the respective support request.
To be eligible for a Service Credit, Customer must submit a claim by opening a support case via email to its designated Maesn contact or to support@maesn.com. The Service Credit request must be submitted no later than the end of the second billing cycle following the month in which the relevant Unavailability occurred and must include the dates and time periods of each reported Unavailability event.If Maesn verifies that the applicable Monthly Uptime Percentage falls below the Service Commitment, the corresponding Service Credit will be applied within one billing cycle after confirmation of the Unavailability. Failure to submit the claim within the required timeframe or to provide reasonably requested information may result in ineligibility for receiving a Service Credit.
