Note: This English text is provided for convenience. The Dutch version is authoritative where translations differ.

Service Level Agreement

This Service Level Agreement (“SLA”) sets our commitments on availability of the TimeChimp platform and what Support includes. Articles 1–3 cover availability; Article 4 covers Support. Service credits (Article 3) compensate availability shortfalls; for severe or persistent outages you may terminate the Subscription without penalty (Article 3.4). All commitments are subject to your Agreement and, for availability, the exceptions in Article 2.

Capitalised words have the meaning in our general terms and conditions.

Changes to this SLA are governed by Article 2.4 of our general terms and conditions.

This SLA does not apply to functionality offered as Beta or Preview, including the MCP Server.

1. Availability

1. 1.1The Services are available 99.9% of each Calendar month (measured monthly).
2. 1.2Availability = ((TMM − TMU) / TMM) × 100%, where:

1. (a)TMM = total minutes in the month (60 × 24 × number of days in the month);
2. (b)TMU = minutes the Services were unavailable;
3. (c)measurement is over 24 hours per day, 7 days per week.

1. 1.3The Services are unavailable when our monitoring receives no response to a request, except as set out in Article 2.
2. 1.4Our measurement data is decisive for SLA calculations. Your right to review it is set out in Article 3.9.

2. Exceptions

The Services do not count as unavailable during:

1. (a)setup or implementation;
2. (b)scheduled maintenance (our standard maintenance window);
3. (c)urgent maintenance with at least 24 hours’ notice;
4. (d)your requests outside scheduled maintenance;
5. (e)network issues outside the Services;
6. (f)DDoS attacks;
7. (g)force majeure;
8. (h)your configuration, content, or actions (or those of your representatives);
9. (i)outages caused by incorrect assumptions about your environment (equipment, volume, concurrent sessions).

3. Service credits

1. 3.1If availability in a month falls below 99.9%, you may receive service credits: each credit equals 1/30 of the monthly fee for the affected Services. For annual subscriptions paid upfront, we calculate the monthly fee as the annual fee divided by 12.
2. 3.2You receive 1 credit per full hour of downtime beyond the allowed threshold for 99.9% availability in that Calendar month. Example: with 3 hours of downtime above the threshold, you receive 3 credits = 3/30 (10%) of the monthly fee, capped at 50% (Article 3.3).
3. 3.3Total credits per month are capped at 50% of the monthly fee for those Services. We apply credits on the next month’s invoice.
4. 3.4Termination without penalty. In addition to service credits, you may terminate the Subscription without the notice period in Article 8.3 of the general terms and conditions and without penalty, via Article 8.2, if:

1. (a)availability in a single Calendar month falls below 95%; or
2. (b)availability remains below 99.9% for three consecutive Calendar months.

1. 3.5On termination under Article 3.4, you receive a pro rata refund of prepaid Costs for the remaining Subscription period.
2. 3.6Service credits are your only financial remedy for availability below the 99.9% commitment. Articles 3.4 and 3.5 set out your additional right to terminate without penalty in severe or persistent outages.
3. 3.7Report a claim within 60 days of the outage; otherwise the right to credits expires. We proactively notify you when an SLA breach occurs and when you are entitled to credits or termination under Article 3.4.
4. 3.8If your payments are overdue during an outage, credits accrue but are issued only after full payment.
5. 3.9You may audit our measurement and SLA data at most once per calendar year, solely to verify the calculation, with 10 days’ written notice. Information we share is Confidential information.

4. Support

1. 4.1Support is help with using the Services (as defined in the general terms and conditions). With a paid Subscription, Support is included (Article 10).
2. 4.2We provide Support:

1. (a)by email (support@timechimp.com);
2. (b)via in-app chat;
3. (c)by phone. Phone support is available on business days (Monday to Friday) from 9:00 a.m. to 12:00 p.m. and from 1:00 p.m. to 4:00 p.m. (Netherlands time), excluding official Dutch public holidays.

1. 4.3We make reasonable efforts to answer questions and advise you. We do not guarantee that answers or advice are complete or error-free.
2. 4.4Support does not include:

1. (a)(fully) explaining application possibilities of the Services to Users;
2. (b)implementation, configuration, or security of workstations, infrastructure, or templates;
3. (c)software or services other than TimeChimp’s;
4. (d)configuration or security of third-party mobile devices or infrastructure (Support for the official TimeChimp apps for iOS and Android is included).

4.5We are not liable for damage arising from Support, including remote support, answering questions, advice, or taking over your computer or other devices.

(This SLA is effective as of 01-06-2026.)