Service Level Agreement (SLA)

The provider targets a monthly availability of the production API endpoints of 99.9% (measured per calendar month). Availability is calculated as the ratio of successfully answered to total qualified requests within the measurement period.

The following do not count as downtime:

• announced maintenance windows (announced at least 48 hours in advance);
• emergency security updates;
• disruptions outside the provider's control (e.g. upstream cloud, DNS, force majeure, DDoS);
• errors from use outside the documentation or exceeding rate limits;
• issues on the customer's side (network, misconfiguration).

Support is provided via email to api@gartenexpedition.de (business hours Mon–Fri, 9am–5pm CET/CEST, excluding public holidays in NRW, Germany).

• Critical (API fully unreachable): response target 1 business day.
• High (core function severely impaired): response target 2 business days.
• Normal (questions, minor issues): response target 3 business days.

Response time means the first qualified reply, not resolution.

If the committed availability is not met in a calendar month, the customer may, upon request (within 30 days, in text form), receive a credit on the monthly base fee of the affected plan:

• 99.0% to < 99.9%: 10% credit;
• 95.0% to < 99.0%: 25% credit;
• < 95.0%: 50% credit.

Service credits are the customer's sole remedy for failing to meet availability and are capped at the respective monthly fee.

Deviating or extended commitments (e.g. higher availability, dedicated response times, contacts) may be individually agreed under an Enterprise contract.