Service Level Agreement (SLA)

1. Definitions

• Service: the online bookkeeping application of Admillio, as defined in Article 1 of the Admillio Terms and Conditions.
• Availability: the time during which the Service is accessible and usable for the Customer, measured on an annual basis, excluding Planned Maintenance.
• Planned Maintenance: maintenance that has been announced in advance in accordance with Article 3.
• Outage: an unplanned interruption or significant disruption of the Service that is attributable to Admillio.
• Response Time: the time between the reporting of an Outage with sufficient information (see Article 5) and Admillio's first substantive response.
• Priority Level: the classification of reports by urgency, as described in Article 5.

2. Availability

2.1 Admillio aims for an annual Availability of the Service of 99.5%.

2.2 The following are disregarded when calculating Availability: Planned Maintenance, force majeure (including outages at hosting providers, internet service providers or other third parties on which Admillio depends), and disruptions resulting from acts or omissions of the Customer or from integrations with third-party services, such as the Dutch Tax and Customs Administration (Belastingdienst), the Netherlands Chamber of Commerce (Kamer van Koophandel) or banks.

2.3 The stated Availability is a target and not an obligation to achieve a result; Article 17 (liability) of the Terms and Conditions continues to apply in full.

2.4 You are and remain responsible yourself for periodically exporting your records and storing them externally, outside Admillio, for example as an audit file. Admillio is not liable for data that was stored exclusively within Admillio and that you have not copied externally.

3. Planned maintenance

3.1 Except in urgent cases, Admillio announces Planned Maintenance at least 48 hours in advance via the Service and/or by e-mail.

3.2 Where reasonably possible, Admillio carries out Planned Maintenance outside office hours, in order to limit the impact on the Customer.

3.3 Urgent maintenance, for example to remedy a security risk, may be carried out without prior notice.

4. Support and availability

4.1 Via e-mail and/or in-app chat on working days between 09:00 and 17:00 (Dutch time).

4.2 Support requests are handled in Dutch and/or English.

4.3 Support covers questions and reports about the operation of the Service itself. It does not, in any event, cover: questions about the operation of connected third-party services (such as the Dutch Tax and Customs Administration, the Chamber of Commerce or your bank), requests for custom work, errors or problems resulting from incorrect use of the Service by you or your Users, and education or training in the use of Admillio. For such requests, Admillio may, by mutual agreement and possibly for a fee to be agreed separately, provide additional support.

5. Priority levels and response times

Admillio applies the following indicative response and target times for resolving reports, measured during the support hours stated in Article 4:

So that we can assess a report quickly, when reporting an Outage you provide us with all information reasonably required to investigate and reproduce it, including a description of the problem, the time, the account concerned and, where possible, error messages and screenshots. You also give us the cooperation we reasonably request. The stated response and target times start as soon as we have received the report with sufficient information, and are best-efforts obligations, not obligations to achieve a result.

6. Incident management

6.1 Admillio makes every effort to resolve Outages as soon as possible and, for Outages with Priority Level Critical or High, keeps the Customer informed of progress.

6.2 After an Outage with Priority Level Critical, Admillio evaluates the cause and, on request, informs the Customer of the measures taken or planned to prevent recurrence.

6.3 If an Outage with Priority Level Critical or High has not been resolved within the target time stated in Article 5, you can escalate via [to be completed: escalation contact or procedure, for example a separate e-mail address or contact person]. Admillio handles an escalation with priority.

7. Monitoring

Admillio continuously monitors the availability of the Service. The current status and any outages are published on a status page.]

8. Changes to this SLA

Admillio may change this SLA subject to the same notice period and the same right of termination as apply to changes to the Terms and Conditions (see Article 26 of the Terms and Conditions).

9. Term

This SLA applies for the duration of the agreement between Admillio and the Customer and terminates by operation of law when that agreement ends.