Service Level Agreement (SLA)
Our commitments regarding service uptime and support.
This Service Level Agreement (“SLA”) outlines the service availability and support commitments provided by Recommand in connection with the use of its Peppol API platform. This SLA is subject to the terms of the Recommand Terms of Service (the “Terms of Service”).
Definitions
- Monthly Uptime Percentage: The total minutes in a calendar month, minus downtime, divided by the total minutes in that month, expressed as a percentage.
- Unavailability: A period exceeding fifteen (15) consecutive minutes during which the Recommand API is unresponsive or unable to process Peppol messages, excluding scheduled maintenance and exclusions noted below.
- Service Credit: A financial credit offered if the Monthly Uptime Percentage falls below the committed threshold, calculated as a percentage of the monthly subscription fee.
Service Commitment
Recommand commits to a Monthly Uptime Percentage of 99.9%. In the case Recommand is not able to meet the Service Commitment, you will be eligible to receive a Service Credit as outlined below.
Monthly Uptime and Service Credit
| Monthly Uptime | Service Credit |
|---|---|
| ≥ 99.0% and < 99.9% | 2% of monthly fee |
| ≥ 97.0% and < 99.0% | 5% of monthly fee |
| < 97.0% | 10% of monthly fee |
Service Credits apply toward future Recommand invoices. No cash refunds are offered. Claims must be submitted within 30 days of the incident. Your sole and exclusive remedy for any Unavailability is the Service Credit in accordance with this SLA.
SLA Exclusions
This SLA does not cover downtime caused by:
- Factors beyond Recommand’s control (e.g., force majeure)
- Customer-side software, infrastructure, or misuse of the API
- Scheduled maintenance (with prior notice)
- Suspension due to violations of the Recommand Terms of Service
Monitoring
Recommand uses a combination of internal and third-party monitoring tools to track uptime and performance. These systems provide the sole basis for uptime calculations.
Support Plans
Recommand provides different support plans based on your needs. All hours are in the Europe/Brussels timezone.
| Subscription plan | Email support | Telephone support | Hours |
|---|---|---|---|
| Free | — | — | — |
| Starter | ✓ | — | Monday through Friday, 9:00 - 17:00 |
| Professional | priority | — | Monday through Friday, 9:00 - 17:00 |
| Enterprise | priority, dedicated contact | ✓ | Monday through Friday, 9:00 - 17:00 (Optional: 24x7x365) |
Response Times
We aim to respond to support requests made within the provided support hours within the following timeframes:
| Severity | Description | Target Response Time |
|---|---|---|
| Critical | Blocking issue, no workaround | 30 minutes |
| High | Major impact, workaround exists | 3 hours |
| Medium | Limited impact | 12 hours |
| Low | No business impact | 24 hours, Monday through Friday |
How to Claim a Credit
To request a Service Credit, please contact us at support@recommand.eu with the following details:
- Description of the incident
- Dates, times, and duration of the outage
- Affected endpoints or operations
For questions or clarification regarding this SLA, please contact your Recommand account representative.
- Effective Nov 12, 2025PDF