Service Level Agreement

Introduction

This article describes the Service Level Agreement (SLA) between AppXite and its Partners for the AppXite Platform. It covers Platform availability guarantees, planned maintenance schedules, exclusions, service credits, and the full scope of technical support services , including entitlements, response, restoration and resolution targets, severity definitions, and responsibilities. Optional support plan upgrades available on top of the entitlements set out in this SLA are summarized in Section Optional support plan upgrades and detailed in full in the AppXite Enterprise Support Plans document.

Definitions

• "Downtime" means any period in which an authorized and registered user of the AppXite Platform is unable to (i) access the Platform through any configured identity provider, (ii) place orders, or (iii) change the status of existing Subscriptions (for example, add or reduce the number of subscriptions for products), where the cause is attributable to AppXite and not to its Suppliers.
• "Suppliers" means the third-party suppliers of products and services that form part of the AppXite Platform, including but not limited to Microsoft and Auth0.
• "Planned Maintenance" means routine maintenance work carried out by AppXite on the Platform.
• "Business Hours" means 08:00–17:00 CET/CEST, Monday to Friday, excluding public holidays.
• "Outside Business Hours (Non-BH)" means all time outside of Business Hours.
• "CD" means Calendar Days.

Platform availability and planned maintenance

Availability target

During the Subscription Term, AppXite will use commercially reasonable efforts to ensure that the Platform is available at least 99.9% of the time, and in no event less than 99%, except as set out in the Availability exclusions section. Availability is measured per calendar month using the following formula:

By way of illustration, a 99.9% availability target permits approximately 44 minutes of Downtime per calendar month, as shown below:

Planned Maintenance

AppXite schedules up to two Planned Maintenance windows per calendar month, totaling no more than four (4) hours. AppXite will use commercially reasonable efforts to minimize impact by scheduling these windows on Saturday mornings between 08:00 and 10:00 GMT+3.

Notification rules for Planned Maintenance are as follows:

• If Planned Maintenance is expected to exceed four (4) hours, AppXite will notify the Partner at least ten (10) days in advance.
• If Planned Maintenance deviates from the regular schedule in any other way, AppXite will notify the Partner at least forty-eight (48) hours in advance.
• AppXite is not required to provide advance notice for urgent fixes undertaken to mitigate legal, security, or financial risk to AppXite, the Partner, or any third party.

Availability exclusions

Downtime caused by any of the following is excluded from the availability target:

• Planned Maintenance of up to four (4) hours per calendar month.
• Issues with the Partner's own hardware, software, identity provider, or internet connection.
• Unavailability of non-core functionality, including but not limited to notifications, reporting, and user management.
• Unavailability of functionality or operations that AppXite is able to carry out manually on the Partner's behalf within a two-hour time frame.
• Negligent or intentional misuse of the Platform by the Partner.
• Issues originating in a Vendor product (for example, an offer being unavailable because of the Vendor).
• Force majeure events and other factors outside AppXite's reasonable control.

Availability service credits

Service Credits are the Partner's sole and exclusive remedy for any performance or availability issue relating to the AppXite Platform. They apply only to Platform Fees actually paid. The Partner may not unilaterally offset Platform Fees on account of any performance or availability issue.

Where a service level failure occurs in a given month, Partner is entitled to request Service Credits calculated as follows:

Service Credits are applied as a credit on the next invoice issued by AppXite to the Partner. Monthly Service Credits are capped at the Monthly Platform Fee paid by the Partner for the month in which the Service Credits are claimed.

Claim procedure

Service Credits are not calculated automatically. To claim a Service Credit, the Partner must submit a request to support@appxite.com containing:

• Company details, including company name, registered address, billing contact, and phone number.
• The Platform domain name.
• Downtime details, including the date(s), time period(s), circumstances, and the actions that were prevented.

A Service Credit claim is only eligible if the Partner notified AppXite by raising a support request as soon as it became aware of the Downtime. Claims must be submitted within thirty (30) days after the end of the month to which they relate. AppXite will verify each claim; where AppXite disputes a claim, it will provide its own record of Platform availability for the relevant period.

Service Credits may be claimed only by the Admin or by another person designated by the Partner in writing.

Support services

AppXite provides technical support to organizations that hold a valid right of use to the AppXite Platform. Support is available where the Partner encounters errors or is unable to make the functionality within its Subscriptions work as expected. Support is intended for Partner users who possess the baseline knowledge and technical skills required to operate the Platform and the Subscriptions they manage.

Support scope

In scope:

• General "how-to" questions about the Platform where the Knowledgebase does not provide a sufficient answer.
• Access to the AppXite Knowledgebase.
• Bug reports and service-related requests.
• Knowledgebase article recommendations.
• Product feature requests.
• General feedback, including reviews and customer input.
• Vendor escalations, where AppXite acts as the direct bill partner to the Vendor.

Out of scope:

• Requests relating to specific Vendor products or offers (including sales, licensing, and "how-to" questions), other than technical Vendor escalations.
• Questions or escalations relating to the Partner's own offers.
• Platform support for End Customers, except where AppXite acts as the direct bill partner to the Vendor.
• Sales questions or questions about specific offers in the Platform.
• Product training.

Support entitlements

• Enterprise level (or equivalent): the Partner nominates a reasonable number of support contacts, each with the baseline knowledge and technical skills needed to engage the AppXite support team.
• Number of tickets per month: unlimited at Enterprise tier.

Support tiers

Enterprise Platform Support

Included in the Enterprise Platform Plan. Partners on this tier do not incur additional support charges unless adding optional support plan upgrades to their agreement.

The following targets apply during Business Hours (BH). At this tier, Platform support is available during Business Hours only.

The times set out above are performance targets only. AppXite works to meet them consistently, but no Service Credits or other remedies attach to them at this tier. Credit-backed commitments are available exclusively under the optional Premium Support Plan and Dedicated Support Plan (see Optional support plan upgrades).

Severity levels

AppXite determines the severity level of each support case at its own discretion, taking Partner input into account. Severity is assigned using industry best practice, based on impact (how many users are affected) and urgency (how important the issue is to the business).

Support commitments and compliance measurement (Premium and Dedicated Support Plans)

The commitments and compliance measurements in this section apply only to Partners with a Premium Support Plan or a Dedicated Support Plan, purchased as optional upgrades (see Optional support plan upgrades). For all other Partners, the times set out in the Support tiers section are performance targets only and carry no Service Credit entitlement.

For Partners with a Premium Support Plan or a Dedicated Support Plan, the Business-Hours response and restoration times for P1 and P2 set out in the Support tiers table apply as credit-backed commitments. For Partners with a Premium Support Plan, the Non-BH P1 response and restoration times set out in the Premium Support Plan section additionally apply as commitments in the same way. Resolution times remain targets under all plans and carry no Service Credit entitlement.

Compliance is measured as a percentage of tickets meeting the stated commitment within the applicable window:

P3 and P4 measurements are published performance standards only; Service Credits attach to P1 and P2 exclusively, as set out in Service credits for response and restoration time breach.

Ticket states and SLA clock

A ticket progresses through the following states. The SLA clock runs only while AppXite is actively working on the ticket; it is paused while AppXite is waiting for input from the Customer.

Service credits for response and restoration time breach

On receiving notice from the Partner that a response or restoration commitment has been breached, AppXite will take the actions necessary to respond to the open request.

Service Credits under this section are available exclusively to Partners with a Premium Support Plan or a Dedicated Support Plan, and apply on identical terms to both plans. Response and restoration Service Credits apply only to P1 (Urgent) and P2 (High) cases; P3 (Normal) and P4 (Low) cases carry no Service Credit entitlement under this section.

For the purpose of compliance measurement, a case is compliant only where both its initial response commitment and its restoration commitment were met. For Premium Support Plan Partners, P1 cases raised Outside Business Hours are measured against the Non-BH commitments set out in the Premium Support Plan section; for Partners holding only a Dedicated Support Plan, measurement covers Business-Hours cases only.

Minimum qualifying case volume

To avoid a Service Credit being triggered by an unrepresentative sample of cases, the compliance-based calculation below applies only where the following minimum number of qualifying cases occurred for that severity level within the calendar quarter:

• P1 (Urgent): minimum of 1 case in the quarter.
• P2 (High): minimum of 5 cases in the quarter.

Where the actual case volume for a severity level falls below its minimum in a given quarter, no Service Credit is payable for that severity level for that quarter, regardless of the compliance percentage achieved for the cases that did occur.

Service Credit calculation

Where the minimum case volume is met, AppXite calculates response-time compliance separately for P1 and P2 cases for the calendar quarter, as the percentage of cases meeting the initial response or restoration time target set out in Support commitments and compliance measurement (Premium and Dedicated Support Plans). Where compliance falls below target, a Service Credit is applied as a percentage of the Platform Fees paid for that calendar quarter, as follows:

Where both P1 and P2 miss their respective targets in the same quarter, the two credits are calculated separately and added together. The combined P1 + P2 Service Credit for any calendar quarter is capped at one Monthly Platform Fee.

Example calculation

Assume quarterly Platform Fees of EUR 30,000 (3 × EUR 10,000/month). In the quarter, AppXite handled 6 P1 cases and 40 P2 cases (both above their respective minimum case volumes):

• P1 compliance measured at 82% against a 95% target , a 13-percentage-point miss, falling in the more-than-5-and-up-to-15-point tier → 4% × EUR 30,000 = EUR 1,200.
• P2 compliance measured at 84% against a 90% target , a 6-percentage-point miss, falling in the more-than-5-and-up-to-15-point tier → 2% × EUR 30,000 = EUR 600.

Microsoft Cloud support commitments

This section sets out additional support commitments that apply to incidents affecting Microsoft Cloud services procured through AppXite. These commitments are additional to, and do not modify, the default Platform support tiers and response targets set out above.

For P1 (Urgent) and P2 (High) incidents affecting Microsoft Cloud services procured through AppXite, technical support is available 24×7×365. P3 and P4 incidents continue to be handled during Business Hours.

Where an incident originates in a Microsoft service, AppXite will coordinate resolution with Microsoft and keep the Partner informed.

Service delivery prerequisites

To be eligible for the service levels set out in this SLA, the Partner must:

• Hold an active Subscription to the AppXite Platform.
• Maintain working knowledge of Platform functionality, including the content and structure of the AppXite Knowledgebase.
• Keep up to date with functionality updates released by AppXite.

Responsibilities (RACI)

R = Responsible (performs the activity)  ·  A = Accountable (owns correct completion)  ·  C = Consulted  ·  I = Informed

Reporting

AppXite provides customer-oriented reporting showing ticket history, ticket status, and SLA performance for Enterprise tier Customers.

Customer satisfaction feedback

AppXite issues a customer satisfaction survey after each support case is resolved, giving the Partner the opportunity to rate the handling of the case and to provide written feedback. In addition, Customers may raise feedback about the service at any time with AppXite's service delivery managers, who supervise the delivery process directly. All survey responses and ad-hoc feedback are reviewed, and AppXite informs Customers of the actions taken as a result.

Changes to the service description

IT services evolve alongside changes in technology, infrastructure, software, and operating systems, and this service description is therefore subject to change during the service lifecycle. AppXite may publish an updated version of the service description at least once per year; the latest version is available on request.

New versions normally introduce updated functionality and improvements to the service. Where the Customer considers that a new version degrades the service in a specific and material respect, the Customer may object, and the parties will enter good-faith negotiations to reach a mutual agreement on the points in question.

Optional support plan upgrades

Enterprise Platform Partners may add the following optional upgrades on top of the Enterprise Platform Support entitlements described above. The two support plans may be purchased separately or combined. Full terms, eligibility, and pricing are set out in the AppXite Enterprise Support Plans document; a summary is provided below for reference.

Premium Support Plan

The Premium Support Plan extends P1 (Urgent) coverage to 24/7, beyond the Business-Hours-only coverage of Enterprise Platform Support, and upgrades the Business-Hours P1 and P2 response and restoration times set out in the Support tiers table from targets to credit-backed commitments (see Service credits for response and restoration time breach).

The times below are credit-backed commitments:

Resolution times are targets only and carry no Service Credit entitlement.

Priority assignment

For P2–P4 tickets, Premium Support Plan tickets receive priority within their severity level: they are assigned ahead of equal-severity tickets from Partners without a priority plan, subject to available support capacity. Priority does not override severity , where support agents are engaged on higher-severity cases, lower-severity tickets are handled in severity order regardless of plan.

Engineering escalation priority

Where a ticket requires engineering involvement beyond the support team to restore or resolve, the escalation is prioritized within AppXite's engineering teams on the same principles as priority assignment above , within severity level and subject to available engineering capacity. This applies to incident resolution and defect fixes only; it does not extend to development items , including product feature requests, enhancements, and roadmap or backlog items. Prioritization of development items and development is available separately under the Development and Feature Prioritization Agreement, a professional services offer (see below); absent that agreement, development items are assessed and scheduled through AppXite's standard product management process.

Tickets submitted with Partner-defined severity are marked either with the Partner company name as priority on the support ticket submission page, or in the email title ("[Partner Company name] Priority Ticket – [subject description]").

Fee structure: available on request from AppXite.

Dedicated Support Plan

AppXite offers the option to assign dedicated support resources, one or more named Full-Time Equivalent (FTE) support agents trained on the Partner's environment and configuration.

Request procedure: upon the Partner's written request sent to sales@appxite.com, AppXite assigns the dedicated agent(s) within one (1) month.

Support hours: the Dedicated Support Plan does not extend support hours; support is provided during Business Hours. 24/7 P1 coverage is available by adding the Premium Support Plan alongside.

Prioritization: the Partner's tickets are handled first by the dedicated agent(s) and are therefore prioritized whenever dedicated capacity is available. Where the dedicated agent(s) are fully engaged or temporarily unavailable, further tickets are routed to the general support team and receive the same priority treatment as under the Premium Support Plan , priority within severity level, subject to available support capacity.

Engineering escalation priority: where a ticket requires engineering involvement beyond the support team to restore or resolve, the escalation is prioritized within AppXite's engineering teams on the same terms as under the Premium Support Plan. This applies to incident resolution and defect fixes only; it does not extend to development items (product feature requests, enhancements, and roadmap or backlog items). Prioritization of development items and development is available separately under the Development and Feature Prioritization Agreement (see below); absent that agreement, development items follow AppXite's standard product management process.

Commitments and Service Credits: the Business-Hours P1 and P2 response and restoration commitments, and the Service Credit entitlements, are identical to those of the Premium Support Plan (see Service credits for response and restoration time breach).

Scope of support: as defined in AppXite's Knowledgebase, covering platform assistance, incident resolution, and operational guidance specific to the Partner's use of AppXite's services.

Fee: available on request from AppXite.

Development and Feature Prioritization Agreement (professional services)

In addition to the support plan upgrades above, AppXite offers the Development and Feature Prioritization Agreement , a professional services offer for Partners requiring development or prioritization of development items, including product feature requests, enhancements, and roadmap or backlog items.

Scope: prioritized scheduling of the Partner's development items within AppXite's product roadmap, and development performed for the Partner, under the terms of the agreement.

Request procedure: upon the Partner's written request sent to sales@appxite.com.

Fee: available on request from AppXite.

This is a professional services offer, not a support plan. Development and feature prioritization are governed exclusively by the terms of the Development and Feature Prioritization Agreement; the support coverage hours, commitments, and Service Credit entitlements in this SLA do not apply to development items.