SaaS Service Level Agreement

Notice (Governing language). This document is provided in English. If translated versions are made available for convenience, the English version will govern in case of any conflict, inconsistency, or ambiguity.

This Service Level Agreement (SLA) defines the service levels, availability commitments, and support guarantees for Thinqhub Cloud's Software-as-a-Service (SaaS) solutions. This SLA is an integral part of our SaaS Terms of Service.

SERVICE AVAILABILITY

Uptime Commitment

We commit to providing 99.9% uptime for our SaaS Services, measured on a monthly basis. Uptime is calculated as:

Uptime % = (Total Minutes in Month - Downtime Minutes) / Total Minutes in Month × 100

Service Availability Definition

Service is considered "available" when:

• The SaaS application is accessible via the web interface
• Core application functionality is operational
• API endpoints are responding (where applicable)
• Data can be read and written through normal operations

Exclusions from Uptime Calculation

The following are excluded from uptime calculations:

• Scheduled maintenance windows (with advance notice)
• Emergency maintenance required for security or stability
• Customer-caused issues (misconfiguration, excessive resource usage, etc.)
• Third-party service outages (DNS, CDN, payment processors, etc.)
• Force majeure events (natural disasters, war, etc.)
• Customer's internet connectivity issues
• Violations of Terms of Service or Acceptable Use Policy

Scheduled Maintenance

We perform scheduled maintenance during low-traffic periods, typically during weekends or off-peak hours. We provide at least 48 hours' advance notice via email and in-app notifications for planned maintenance.

Emergency maintenance may be performed with minimal or no advance notice when necessary to address security vulnerabilities or critical stability issues.

SUPPORT RESPONSE TIMES

Support Tiers

Support response times vary by your subscription plan:

Basic Plan:

• Email support: Response within 24 business hours
• Support available: Business hours (Monday-Friday, 9 AM - 5 PM CET)

Growth Plan:

• Email support: Response within 12 business hours
• Priority ticketing: Response within 8 business hours
• Support available: Extended business hours (Monday-Friday, 8 AM - 6 PM CET)

Scale Plan:

• Email support: Response within 4 business hours
• Priority ticketing: Response within 2 business hours
• Phone support: Available during business hours
• Support available: Extended business hours (Monday-Friday, 8 AM - 6 PM CET)

Support Channels

Support is available through:

• Email: support@thinqhub.cloud
• Customer portal ticketing system
• Phone (Scale plan customers)

Support Scope

Our support covers:

• Service availability issues
• Application access problems
• Configuration assistance
• Backup and restore requests
• General technical guidance

Support does not cover:

• Custom application development
• Business process consulting
• Data migration from other systems (available as paid service)
• Training or onboarding beyond initial setup

BACKUP AND RECOVERY

Backup Frequency

Automated backups are performed according to your plan:

• Basic Plan: Daily backups with 7-day retention
• Growth Plan: Daily backups with 14-day retention
• Scale Plan: Daily backups with 30-day retention, plus point-in-time recovery

Backup Scope

Backups include:

• Application data and databases
• Configuration files
• User-uploaded content

Backups do not include:

• Temporary files or cache
• Log files older than 7 days
• Data excluded by customer configuration

Recovery

Data recovery requests are processed according to your support tier:

• Basic Plan: Recovery within 24 business hours
• Growth Plan: Recovery within 12 business hours
• Scale Plan: Recovery within 4 business hours

Point-in-time recovery (Scale plan) allows restoration to any point within the retention period, subject to technical feasibility.

DATA RESIDENCY AND SECURITY

Data Location

Your data is stored and processed on EU-based infrastructure by default. Data residency is maintained within the European Union unless otherwise agreed.

Security Measures

We implement the following security measures:

• Encryption in transit (TLS 1.2+)
• Encryption at rest for sensitive data
• Regular security audits and vulnerability assessments
• Access controls and authentication mechanisms
• Network security and intrusion detection
• Compliance with industry security standards

Security Incidents

In the event of a security incident affecting your data:

• We will notify affected customers within 72 hours of discovery
• We will provide details of the incident and remediation steps
• We will cooperate with any required regulatory notifications

SERVICE LEVEL CREDITS

Credit Eligibility

If we fail to meet the 99.9% uptime commitment in a given month, you may be eligible for a service credit. Credits are calculated as follows:

• 99.0% - 99.9% uptime: 10% credit of monthly fee
• 95.0% - 99.0% uptime: 25% credit of monthly fee
• Below 95.0% uptime: 50% credit of monthly fee

Credit Request Process

To request a service credit:

1. Submit a request via email to support@thinqhub.cloud within 30 days of the incident
2. Include details of the downtime period
3. We will verify the incident and calculate the credit
4. Credits are applied to your next billing cycle

Credit Limitations

• Maximum credit per month: 50% of monthly fee
• Credits are non-transferable and non-refundable
• Credits do not apply to scheduled maintenance or excluded events
• Credits are the sole remedy for SLA failures

PERFORMANCE METRICS

Response Time

We target the following response times for application operations:

• Page Load Time: < 2 seconds for 95% of requests
• API Response Time: < 500ms for 95% of requests
• Database Query Time: < 100ms for 95% of queries

Performance metrics may vary based on:

• Application complexity and configuration
• Data volume and usage patterns
• Network conditions
• Customer-specific customizations

CHANGES TO THIS SLA

We reserve the right to modify this SLA with 30 days' advance notice. Material changes will be communicated via email and through the Services.

CONTACT

For questions about this SLA or to request service credits, please contact us at:

Email: support@thinqhub.cloud
Website: https://thinqhub.cloud

Last Updated: January 2026