Service Level Agreement

1. Definitions

• "Availability" means the Services are operational and accessible to Customer.
• "Downtime" means total minutes during which the Services are unavailable, excluding Scheduled Downtime and exceptions listed below.
• "Scheduled Downtime" means periods of unavailability announced at least 48 hours in advance for maintenance purposes.
• "Monthly Uptime Percentage" means (Total Minutes - Downtime Minutes) / Total Minutes × 100.

2. Service Levels

Cention offers three service levels with corresponding uptime commitments:

Service Level	Uptime Commitment	Support Hours
Foundation	99.5%	Business hours (09:00-18:00 CET, Mon-Fri)
Professional	99.9%	Extended hours (08:00-22:00 CET, Mon-Fri)
Enterprise	99.99%	24/7/365

3. Incident Response Times

Response times vary by incident severity and service level:

Severity	Description	Foundation	Professional	Enterprise
Critical	Service completely unavailable or major functionality broken	4 hours	1 hour	2 hours
Serious	Significant functionality impaired but workaround exists	8 hours	4 hours	4 hours
Minor	Limited impact, minor feature issues	24 hours	12 hours	8 hours

Response times measured during applicable support hours. Enterprise critical incidents are responded to within 2 hours 24/7.

4. Incident Submission

Incidents may be submitted via:

• Email: support@cention.io
• Support Portal: support.cention.io
• Phone: Available for Enterprise customers

When submitting an incident, please include:

• Description of the issue
• Steps to reproduce
• Impact assessment
• Screenshots or error messages (if applicable)

5. Exclusions

The following are excluded from uptime calculations and SLA commitments:

• Scheduled Downtime announced at least 48 hours in advance
• Emergency maintenance required to address security vulnerabilities
• Issues caused by factors outside Cention's reasonable control (force majeure)
• Issues arising from Customer's equipment, software, or network
• Issues caused by third-party services not under Cention's control
• Issues resulting from Customer's violation of the Agreement
• Features designated as "beta" or "preview"
• Unauthorised access or alteration of Customer's data

6. Service Credits

If Cention fails to meet the applicable uptime commitment, eligible customers may receive service credits:

Monthly Uptime Percentage	Service Credit
Below commitment but ≥ 99.0%	10% of monthly fee
≥ 95.0% but < 99.0%	25% of monthly fee
< 95.0%	50% of monthly fee

7. Credit Request Process

To request a service credit:

1. Submit a request to support@cention.io within 30 days of the incident
2. Include account name, dates/times of unavailability, and description of impact
3. Cention will verify the claim against our monitoring records
4. Approved credits will be applied to the next billing cycle

Service credits are the sole and exclusive remedy for failure to meet this SLA. Maximum credit per month is 50% of monthly fees.

8. Scheduled Maintenance

Planned maintenance windows:

• Standard Window: Saturdays 02:00-06:00 CET
• Advance Notice: Minimum 48 hours via email and status page
• Duration: Typically under 30 minutes

We strive to perform maintenance during low-usage periods and minimize impact.

9. Status Page

Real-time service status, incident updates, and maintenance notifications are available at:

status.cention.io

Customers can subscribe to receive updates via email, SMS, or webhook.

10. Enterprise SLA Enhancements

Enterprise customers may negotiate additional SLA terms, including:

• Custom uptime commitments (up to 99.99%)
• Dedicated support contacts
• Priority incident handling
• Custom maintenance windows
• Regular service reviews

Contact your account manager or sales@cention.io for details.