Service Level Agreement
Version 1.0 — Effective 2026-09-22
This Service Level Agreement ("SLA") forms part of the Terms of Service and applies to each production Instance on a paid plan. It does not apply to free trials or to extra instances (such as staging environments). The Order Form may set different targets. If the Croatian and English versions differ, the Croatian version prevails.
1. Availability commitment
We commit to a monthly availability of 99% for each production Instance, which allows roughly seven hours of downtime in a calendar month.
Availability is the percentage of minutes in a calendar month in which the Instance's web interface and API respond to requests, less Excluded Downtime. It is measured by our monitoring and, where monitoring data is missing or disputed, by our incident records; the Customer may submit its own evidence with a credit claim.
2. Excluded Downtime
The following does not count as unavailability:
- planned maintenance announced at least 48 hours in advance; we aim to schedule it on Tuesday to Thursday between 22:00 and 06:00 Croatian local time (CET/CEST);
- emergency security patches that cannot reasonably wait;
- unavailability of AI model providers, messaging channels, integrations or other third-party services connected by the Customer (clause 8 of the Terms);
- problems caused by the Customer or its Authorised Users, including their code, configuration, load, or breach of the Terms or AUP;
- suspension under the Terms;
- force majeure under clause 20 of the Terms.
3. Service credits
If availability in a calendar month falls below 99%, the Customer receives a credit of 5% of that month's fee for the Instance for each percentage point, or part of a point, below 99%, up to a maximum of 50% of that month's fee.
| Monthly availability | Credit |
|---|---|
| 99% or more | none |
| 98% to below 99% | 5% |
| 97% to below 98% | 10% |
| … | +5% per further point |
| below 90% | 50% (maximum) |
Credits must be claimed in writing to legal@apexacademy.hr within 30 days after the end of the month concerned. They are deducted from the next invoice and are not paid out in cash. Service credits are the Customer's sole financial remedy for unavailability, without prejudice to the right to terminate for material breach and to clause 18.1 of the Terms.
4. Support
Support is available Monday to Friday, 09:00–17:00 Croatian local time (CET/CEST), excluding public holidays in Croatia, at legal@apexacademy.hr. Requests raised through the support function inside the Instance reach the Customer's own administrators, not us.
| Priority | Meaning | First response |
|---|---|---|
| Critical | The production Instance is unavailable or unusable for all users | 4 business hours |
| High | A core function is seriously impaired and there is no workaround | 1 business day |
| Normal | Other faults, questions and requests | 2 business days |
Response times are targets for our first qualified response, not guarantees of resolution. No service credits apply to response times. Advisory hours included in a plan are scheduled separately and are not support.
5. Maintenance and updates
We keep each Instance on a supported release and apply security updates. Where a planned update may affect the Customer's work, we announce it in advance under section 2.