Service Level Agreement

1. Scope

This Service Level Agreement ("SLA") governs availability of the ARBK Atlas Service for Enterprise customers. It forms part of the Master Service Agreement between Yll Aliu B.I. ("ARBK Atlas") and the Customer.

2. Definitions

• Service: the production ARBK Atlas web application and REST API hosted at arbk.atlas-studio.eu.
• Downtime: any period during which the Service is unavailable for the Customer due to a fault on our side, measured in 1-minute intervals, excluding the items in section 4.
• Monthly Uptime Percentage: total minutes in a calendar month minus Downtime, divided by total minutes, expressed as a percentage.
• Service Credit: a credit applied to the next monthly invoice, calculated as a percentage of the monthly fee for the affected Service.

3. Uptime commitment

We target a Monthly Uptime Percentage of 99.5% for the Service, measured per calendar month.

4. Exclusions

Downtime does not include unavailability caused by:

• Scheduled maintenance announced at least 24 hours in advance, capped at 4 hours per month.
• Emergency maintenance to remediate security or stability issues.
• Force majeure events (natural disasters, war, civil unrest, government action, internet backbone failures).
• Customer-side issues including bad credentials, exhausted quotas, network problems on the Customer's side, or use that violates the Acceptable Use Policy.
• Outages of third-party services we depend on (Hetzner, Stripe, Google OAuth, Microsoft Azure email, the upstream Kosovo Business Registration Agency).
• Beta or preview features explicitly labelled as such.

5. Measurement

We measure uptime using internal synthetic checks against the public production endpoints at 1-minute intervals from at least one external monitoring location. The measurement system is the source of truth for SLA reporting.

6. Service credits

If the Monthly Uptime Percentage falls below the commitment, the Customer is entitled to a Service Credit on the next monthly invoice as follows:

Total Service Credits in any month are capped at 50% of the monthly fee.

7. How to claim

To claim a Service Credit, email [email protected] within 30 days of the end of the affected calendar month with: account name, the affected dates and times, and a brief description of the impact. Approved credits are applied to the next invoice.

8. Sole and exclusive remedy

Service Credits are the Customer's sole and exclusive remedy for any failure to meet the uptime commitment, except where prohibited by mandatory law.

9. Support response targets

• P1 (Service unavailable for all users): initial response within 2 business hours.
• P2 (Major feature broken, workaround unavailable): within 1 business day.
• P3 (Minor issue, workaround available): within 3 business days.
• P4 (Question, feature request): within 5 business days.

Business hours: Monday–Friday 09:00–17:00 Europe/Pristina, excluding Kosovo public holidays.

10. Changes

We may update this SLA. Material changes are notified to Enterprise customers by email at least 30 days before they take effect.

11. Contact

Email: [email protected], [email protected]

Address: Rrahim Beqiri 1, 10000 Prishtinë, Republic of Kosovo

NUI: 812382414

Phone: +383 45 957 990