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ANNEX – SERVICE LEVEL AGREEMENT (SLA)

This Service Level Agreement (SLA) forms an integral part of the Licence and Use Agreement for the SaaS platform provided by Genergia S.L. Its purpose is to define the availability, support, and incident‑resolution commitments that Genergia undertakes towards the Client.

 

1. Service Availability


Genergia guarantees a minimum monthly service availability of ninety‑nine point five percent (99.5%), excluding interruptions resulting from scheduled maintenance or force majeure. Scheduled maintenance will be communicated to the Client at least forty‑eight (48) hours in advance.

 

2. Maintenance and Updates


Platform maintenance, improvement, or update tasks may be performed outside standard business hours (08:00–20:00 CET). Genergia will notify the Client, with reasonable advance notice, of any intervention that may affect service availability.

 

3. Technical Support


Genergia will provide technical support services during established business hours through the designated official channels (support portal or email). Incidents will be classified and handled according to the following target response and resolution times:

  • Critical incidents (service unavailable): response in under 2 hours; target resolution in under 8 hours.
  • Major incidents (essential functionality affected): response in under 4 hours; target resolution in under 24 hours.
  • Minor incidents (non‑critical faults or enquiries): response within one (1) business day; resolution subject to priority and complexity.

 

4. Measurement and Reporting


Genergia may provide the Client with periodic reports on availability, performance, and incidents, upon request or on a monthly basis, as agreed between the parties.

 

5. Exclusions


This SLA shall not apply in the following cases:

  • Incorrect or unauthorized use of the platform.
  • Failures attributable to the Client’s network, hardware, or software.
  • Third‑party services not controlled by Genergia.
  • Force majeure situations under applicable law.

 

6. Service Credits


In the event of a verified breach of the service levels defined herein, Genergia may offer the Client service credits, discounts, or licence extensions proportional to the impact suffered, following joint evaluation and validation by both parties.

 

7. Term and Review


This SLA shall enter into force on the Contract signing date and shall remain in effect for as long as the contracted service is active. Genergia reserves the right to amend this SLA upon prior notice to the Client with a minimum of thirty (30) calendar days’ notice.