This Service Level Agreement ("SLA") is part of the agreement between Kopexa GmbH ("Kopexa") and the customer ("Customer") ("Agreement"). Terms not defined here have the meaning assigned to them in the Agreement or the applicable Service Order.
1. Definitions
- "Registered User": An authorized user who has access to the Kopexa Services through a valid license or Service Order.
- "Organization / Space": Tenant structure in Kopexa in which customer data is logically isolated.
- "SLA Package": The service level agreed in the Service Order (e.g., Free, Lite, Pro, Enterprise).
- "Subscription Fees": The fees agreed in the Service Order.
- "Subscription Term": The contract period defined in the Service Order.
- "Service Component": A technical component of the Kopexa service for which an availability guarantee applies.
- "Service Credit": Credit that a customer receives if the guaranteed availability is not met.
2. Service Availability
2.1 Service Components
| Service Component | Description | Endpoints |
|---|---|---|
| Core API | Read and write API for frameworks, assets, risks, policies, evidence, etc. | api.kopexa.com |
| Assets CDN | Distribution of files (policies, reports, documents) via global CDN. | assets.kopexa.com |
| Web App | User interface for Registered Users. | app.kopexa.com |
2.2 Availability Commitment
- Kopexa guarantees a monthly availability of 99.0% for all Service Components listed above.
- Availability is measured using external monitoring services (tests at 5-minute intervals, globally distributed).
- Scheduled Maintenance (see 2.4) is excluded from the calculation.
2.3 Service Credits
Service Credits are generated when availability is not met:
| Monthly Availability | Service Credit |
|---|---|
| < 99.9% to >= 99.0% | 10% of monthly Subscription Fees |
| < 99.0% to >= 95.0% | 25% of monthly Subscription Fees |
| < 95.0% | 50% of monthly Subscription Fees |
- Credits are applied to the next invoice.
- Credits expire if not claimed via a support ticket within 30 days of the affected month.
2.4 Scheduled Maintenance
- Announced maintenance windows ("Scheduled Maintenance") are published at least 3 business days in advance on status.kopexa.com.
- Duration: max. 4 hours per month.
- Maintenance is preferably performed during off-peak hours CET.
2.5 Exclusions
The SLA guarantee does not apply to outages caused by:
- Events beyond Kopexa's control (force majeure, internet outages, carrier issues).
- Improper use by the customer (e.g., exceeding agreed limits, unsupported versions).
- Third-party software, hardware or integrations outside Kopexa's control.
- Beta or test features.
- Maintenance falling under "Scheduled Maintenance".
2.6 Chronic Availability Failure
- If availability of < 99% occurs in three months within a contract year, the customer has the right to terminate the contract with 30 days' notice.
- Fees already paid for the unused period will be refunded on a pro-rata basis.
3. Support
3.1 Support Channels
- Email: support@kopexa.com
- Status Page: status.kopexa.com
3.2 Support Hours
- Standard Support: Monday to Friday, 9:00 AM to 5:00 PM CET (excluding public holidays in Germany).
- Enterprise Support (optional): 24/7 response times with dedicated SLAs.
3.3 Severity Levels
| Severity Level | Definition | Target Response Time |
|---|---|---|
| Critical | Total outage or severe impairment of production systems. | 1 hour |
| High | Partial impairment or significant functional disruption. | 4 hours |
| Standard | Minor issues, workarounds available. | 1 business day |
| Informational | Questions, feature requests, general information. | 2 business days |
3.4 Customer Obligations
- Providing competent contacts (technical & functional).
- Timely provision of all relevant information for troubleshooting.
- Implementation of recommended measures within the customer's area of responsibility.
4. Reporting & Escalation
- All incidents and maintenance notifications are published on status.kopexa.com.
- Customers can subscribe to email notifications.
- For critical tickets, an escalation path to the CISO/CTO is available.
5. Validity & Changes
This SLA takes effect on 1 September 2025 and remains valid until further notice. Kopexa reserves the right to amend this SLA with 30 days' notice. Changes will be published on kopexa.com/legal/service-level-agreement.
6. Legal Effect
This SLA is an integral part of the contractual relationship between Kopexa GmbH and the customer. In the event of conflicts between the SLA and the main contract, the main contract takes precedence.
For questions about this SLA: legal@kopexa.com