Service Level Agreement
Last Updated: 2026-01-16
This Service Level Agreement (“SLA”) sets forth the service levels and support commitments provided by Dataminded BV (“Dataminded”) to the Customer in connection with the Software. This SLA is incorporated by reference into the Master Services Agreement ("MSA") between the Parties.
1. Definitions and Interpretation
“Business Hours” means 9:00-17:00 CET on Monday through Friday, Belgian public holidays excluded.
“Error” means a defect, or combination of defects, in Conveyor that result in a failure of Conveyor to function in accordance with the specifications, excluding any issues directly related to Customer Cloud Accounts.
2. Support Level
During the Term, Dataminded will provide support via Slack or built-in support functionality during Business Hours, with following response times:
| Priority | Definition | Response time |
|---|---|---|
| High | Each issue that renders the Software completely inoperative or causes complete failure | 99.9% of high severity incidents will be responded in less than 4 hours during business hours |
| Medium | Each issue that materially affects the performance of the Software or substantially restricts the use of the Software | 99% of medium severity incidents will be responded in less than 8 hours during business hours |
| Low | Each issue that does not materially affects the performance of the Software or substantially restricts the use of the Software | Low severity incidents will be responded best effort |
Dataminded does not guarantee any resolution times. Dataminded will use best efforts to resolve any issues, subject to compliance by the Customer of the Agreement.
3. Service Availability
The average availability of core services of the Conveyor platform for each month will be at least 99%.
“Unavailable” and “Unavailability” mean that all connection requests to the API endpoints fail during a 10-minute interval or high-availability job scheduler is not running for 10-minutes.
Core services exist of:
- Environment management (creating, updating, deleting environments)
- Project management (creating, updating, deleting projects)
- User management (updating user roles)
- Monitoring your job runs (metrics, logs, status...)
- High-availability schedulers
4. Service Desk Availability
The average availability of the service desk platform for each month will be at least 99%.
5. Remedial Maintenance
Dataminded shall use its reasonable efforts to investigate and rectify an Error reported to Dataminded by the Customer hereunder in accordance with the applicable Priority Levels and Response Times set forth below, provided that: (i) such Response Times shall apply only for as long as the Customer is using the Software in accordance with the documentation; (ii) Dataminded shall have no obligation to rectify an Error not caused by the Software; (iii) the Error can be reproduced; and (iv) any support activity which is not related to a defined Error (e.g. (without being limitative) a suggestion or enquiry) shall also be deemed not to have a Priority Level assigned to it. Actual Response Times are dependent on the level of assistance provided by the Customer and shall be calculated from the moment Dataminded is provided with the necessary diagnostic information.
6. Customer Dependencies
Customer shall: (i) make all reasonable efforts to determine whether an Error is an error in the Dataminded Software or is due wholly or partly to the use of the Dataminded Software in a manner for which it was not designed; (ii) provide Dataminded with all relevant information when reporting an Error, including, without limitation, the name of the person reporting the Error, the date of the Error and a description of the Error and such other diagnostic information as may be agreed between the Parties; (iii) provide all reasonable assistance to Dataminded necessary to reproduce and demonstrate any Error; (iv) supply Dataminded with all documentation, test cases, sample data and anything else reasonably required by Provider to investigate and rectify the reported Error; and (v) notify Dataminded as soon as possible after the occurrence of any Error that requires support in accordance with what is set out in in this Schedule.
7. Maintenance
Dataminded will issue Error corrections and other updates to the Dataminded Software (or applicable portions, applications, components or features thereof) (collectively, “Updates”) from time to time according to its development schedule, for which Dataminded maintains exclusive control.
8. Remedy
Customer’s sole and exclusive remedy for a failure of Dataminded to meet the service levels set out in this Exhibit shall be a discount of 10% on the portion of the subscription fee attributable to the calendar month in which the failure occurred (calculated as one-twelfth (1/12) of the annual fee where applicable). Customer will in this case waive his rights to dissolution, suspension and/or compensation related to these events. A claim for discount will only be processed, if the Customer has made a support request about the Error. The claim can be submitted up to 10 Working Days following the end of the calendar month, in which the support request to which the claim relates to has been created. In all other cases in which Dataminded culpably fails to meet its obligations, Customer will be entitled to dissolution, suspension and/or compensation following written notice of default, granting a reasonable period in which to rectify the non-compliance. Compensation for damages is subject to the limitations of liability provided for in the Agreement.