Last Updated: 2026-04-12
This Service Level Agreement ("SLA") is incorporated into and forms part of the dbl9 Terms of Service or other written agreement (the "Agreement") between dbl9 GmbH ("dbl9") and Customer governing Customer's use of the dbl9 Platform platform and services (the "Service").
1. DEFINITIONS
1.1. "Downtime" means a period during which the Service is unavailable to Customer, as measured by dbl9's monitoring systems. Downtime does not include: (a) Scheduled Maintenance; (b) unavailability caused by factors outside dbl9's reasonable control, including force majeure events, Internet access issues, or actions/inactions of Customer or third parties; (c) suspension of the Service pursuant to the Agreement; or (d) unavailability of non-production, beta, or preview features.
1.2. "Monthly Uptime Percentage" means the total number of minutes in a calendar month minus the number of minutes of Downtime in that month, divided by the total number of minutes in that month, expressed as a percentage.
1.3. "Scheduled Maintenance" means planned maintenance of the Service for which dbl9 provides at least 48 hours' prior notice via email and in-app notification. dbl9 will use commercially reasonable efforts to schedule maintenance during off-peak hours.
1.4. "Service Credit" means a credit applied to Customer's account as described in Section 3.
2. SERVICE LEVEL COMMITMENT
2.1. dbl9 shall use commercially reasonable efforts to maintain a Monthly Uptime Percentage of at least 99.9% for the Service during each calendar month (the "Service Level Commitment").
2.2. The Service Level Commitment applies only to the production environment of the Service and does not apply to beta features, sandbox environments, or any Third-Party Services.
3. SERVICE CREDITS
3.1. If dbl9 fails to meet the Service Level Commitment in any calendar month, Customer may request Service Credits as follows:
| Monthly Uptime Percentage | Service Credit (% of Monthly Fee) |
|---|---|
| Less than 99.9% but ≥ 99.0% | 10% |
| Less than 99.0% but ≥ 95.0% | 25% |
| Less than 95.0% | 50% |
3.2. Requesting Service Credits. To receive Service Credits, Customer must submit a written request to support@dbl99.de within 30 days of the end of the calendar month in which the Downtime occurred. The request must include: (a) the dates and times of the Downtime; (b) the affected Service components; and (c) a description of the impact.
3.3. Limitations. Service Credits are Customer's sole and exclusive remedy for any failure by dbl9 to meet the Service Level Commitment. Service Credits may not exceed 50% of Customer's monthly fees for the affected Service in any calendar month. Service Credits are not refundable for cash and may only be applied against future invoices.
4. SUPPORT
4.1. dbl9 shall provide Customer support in accordance with the following:
| Priority Level | Description | Initial Response Time |
|---|---|---|
| P1 — Critical | Service is down or a critical function is unavailable, with no workaround | 1 hour |
| P2 — High | Significant degradation of Service functionality; workaround may be available | 4 hours |
| P3 — Medium | Minor functionality issue or question with limited impact | 1 business day |
| P4 — Low | General question, feature request, or cosmetic issue | 2 business days |
4.2. Support Channels. Support requests may be submitted via email (support@dbl99.de) and in-app support portal.
4.3. Support Hours. Standard support: Monday–Friday, 9:00 AM – 6:00 PM (CET). P1 incidents: 24/7 support available for Enterprise plan customers.
5. EXCLUSIONS
This SLA does not apply to:
(a) Features designated as alpha, beta, preview, or "early access";
(b) Free or trial accounts;
(c) Downtime resulting from Customer's breach of the Agreement or AUP;
(d) Downtime caused by Third-Party Services or integrations not provided by dbl9;
(e) Downtime resulting from actions or inactions of Customer or its Authorized Users.
6. CHANGES TO THIS SLA
dbl9 may update this SLA from time to time. Material changes will not apply to active Subscription Terms until the next renewal period, unless the changes are more favorable to Customer.
dbl9 Service Level Agreement v1.0