Service level agreement

This Service Level Agreement (SLA) describes Perkamo's availability commitment and service-credit process. It applies prospectively when incorporated into your service agreement or order. It does not amend an existing agreement retroactively; a separately signed service commitment takes precedence.

Free use and Test Spaces receive best-effort availability and support, without a contractual uptime percentage or service credits. Paid coverage applies to Live Spaces under an activated pay-as-you-go agreement that includes this SLA. Merely adding a payment method is not activation. Legacy subscriptions remain governed by their existing agreement until migrated or expressly amended.

The first 100 qualifying company units can remain free under PAYG without removing paid coverage. Credits are calculated only from actual eligible fees for the affected month, so a zero-fee month produces a zero-value credit. This agreement adds no subscription fee or paid feature tier.

For eligible paid Live Spaces, Perkamo commits to 99.9% monthly availability of the generally available core REST API: event ingestion, customer identification, customer-state reads and Reward redemption. Availability is a commitment, not a report of historical performance. Console presentation, marketing pages, AI beta, asynchronous webhooks and exports are outside this uptime commitment.

A downtime minute is a UTC minute in which a covered API operation is generally unavailable for valid requests to the affected Space because of a Perkamo-side failure, including sustained server errors or timeouts. Isolated invalid requests, deliberate rate limits and a customer's local connectivity failures are not downtime. Overlapping failures count once per Space, not once per endpoint.

Monthly availability = 100 × (eligible minutes − downtime minutes) / eligible minutes. Eligible minutes are the minutes in the UTC calendar month during which paid coverage was active, minus qualifying exclusions. If no eligible minutes exist, availability is not calculated. Perkamo uses operational monitoring and incident records, and reviews relevant customer evidence when assessing a claim.

Excluded are failures caused by customer code, credentials, unsupported integrations, third-party systems controlled by the customer, public networks outside Perkamo's control, lawful account suspension, documented safety limits, or force majeure. Failures of Perkamo-operated hosting dependencies are not automatically excluded merely because another supplier operates them.

Planned maintenance is excluded only when announced at least 48 hours in advance and only up to two hours per UTC month. Excess time counts as downtime. Emergency maintenance counts unless another stated exclusion applies. Preview, beta, free and Test environments carry no paid uptime commitment.

The SLA is not a latency, recovery-time, backup-retention or data-loss guarantee. Existing security, privacy and data-processing obligations are not reduced by these exclusions.

If covered monthly availability falls below 99.9%, an approved claim receives a credit against future Perkamo service fees: 10% for availability from 99.0% to below 99.9%; 25% from 95.0% to below 99.0%; and 50% below 95.0%. Exactly 99.9% meets the commitment. The highest applicable band applies once; bands do not stack.

The base is the net Perkamo usage fee attributable to the affected Live Space and covered period, excluding taxes, refunds, prior credits and third-party charges. Total SLA credits cannot exceed 50% of those eligible fees for that month. They are non-transferable, have no cash value and do not create a negative payable balance. Unused approved credit carries forward against future service charges.

Credits are reviewed and issued through billing support, not deducted automatically from measured usage or historical invoices. This SLA does not itself authorize a charge or change usage receipts. Subject to mandatory law and your governing agreement, service credits are the contractual remedy for failure to meet this availability commitment; they do not waive unrelated privacy, security or other non-excludable rights.

Email support@perkamo.com promptly for an incident. To claim a service credit, use the subject SLA credit request and submit within 30 calendar days after the affected UTC month ends. Include the company, affected Space, UTC start/end times, operation and sanitized request IDs or monitoring evidence. Never send API keys, customer profiles or raw customer payloads.

Perkamo will review eligibility and explain the calculation or rejection. Approved credits are recorded within 30 calendar days after approval. If you dispute the result, reply within 30 days with the relevant evidence; both parties will work in good faith to resolve discrepancies.

Free support is handled as capacity allows, with no guaranteed response time. Paid production incidents are prioritized over general questions. The target initial human response is one business day for a production-blocking incident and two business days for other requests. These are response targets, not guaranteed fix times, and do not create additional service credits.

Business hours are 09:00–17:00 Europe/Prague, Monday to Friday, excluding Czech public holidays. Reports can be submitted at any time; this standard agreement does not promise a staffed 24/7 support desk. Any stronger support arrangement must be agreed separately in writing.

Version: sla-v1. Changes apply prospectively with notice under the governing service agreement and do not reduce already-accrued claims. Existing signed terms control where they conflict with this page. The service provider is the Perkamo contracting entity identified in your service agreement or invoice.