Enterprise Service Level Agreement for the Digicust AI Platform
Provider: Digicust FlexCo
Version: 1.0
Date: 10 September 2026
Eligibility: Digicust Enterprise Package customers only
No automatic application. This standard SLA is published for transparency and reference only. It applies exclusively to a Customer with a contractually agreed Digicust Enterprise Package and becomes binding only if the applicable Offer, main Agreement or addendum expressly identifies and incorporates this SLA by title, version and date. Publication, access, download, silence, renewal or continued use does not incorporate this SLA or create any service-level commitment. If the contract does not expressly incorporate this SLA, the availability, support, response, recovery and service-credit provisions below do not apply.
1. Subject matter and scope
This Service Level Agreement (SLA) specifies the availability, support, response and target recovery times, maintenance windows and incident management agreed in the main Agreement for use of the Digicust AI Platform.
This SLA applies exclusively to the web-based Digicust AI Platform operated by Digicust in the Customer's production environment.
It does not cover separately commissioned consulting, onboarding, custom development, integration projects, data deliveries, third-party systems or interfaces, or Customer-controlled infrastructure unless the incorporating contract expressly states otherwise.
Where this SLA does not expressly provide otherwise, the main Agreement prevails.
2. Service hours and system availability
Digicust generally makes the Digicust AI Platform available 24 hours a day, seven days a week (Operating Time), subject to the maintenance windows below.
The minimum availability is 99.0% per calendar month, calculated on the basis of Operating Time excluding scheduled maintenance windows.
Availability is calculated as follows:
Availability (%) = (Operating Time - Unscheduled Downtime) / Operating Time x 100
Unscheduled Downtime means only the complete unavailability of the Digicust AI Platform within Digicust's area of responsibility, in particular where the server or application cannot be reached. It excludes:
- scheduled maintenance windows;
- Force Majeure Events within the meaning of the main Agreement; and
- disruptions caused by incorrect use or circumstances within the Customer's area of responsibility, including its internet connection, systems or VPN.
3. Maintenance windows and changes
Digicust may perform regular maintenance to maintain the security, stability and performance of the Digicust AI Platform.
Scheduled maintenance expected to cause impairment or unavailability will be announced to the Customer by email or through the Platform at least five working days in advance, unless shorter notice is required for security reasons.
Regular maintenance windows may in particular occur:
- on weekdays between 20:00 and 06:00 CET/CEST; and
- on weekends and public holidays at the location of the data centre.
Temporary impairment or unavailability is permitted during maintenance windows and is excluded from the availability calculation.
Functional changes, updates and upgrades that do not materially reduce the contractually agreed functionality may be made as part of product maintenance. Chargeable extensions require a separate agreement.
4. Support services
Digicust provides technical support for the Digicust AI Platform by email and/or ticketing system. A hotline may be provided separately.
Unless otherwise agreed in the incorporating contract, Service Desk hours are Monday to Friday, 09:00 to 17:00 CET/CEST, excluding statutory public holidays at Digicust's registered office.
Support requests may include incident reports, questions about using the Digicust AI Platform and performance issues.
The Customer must describe an incident in reasonable detail, including the error message, time, affected users or functions and available screenshots.
5. Priority classes
| Priority | Classification | Definition |
|---|---|---|
| P1 | Critical incident | Complete failure of the Digicust AI Platform; use is impossible for all or most users; no reasonable workaround is available. |
| P2 | Severe incident | Material Platform functions are substantially impaired; use is severely restricted; no reasonable workaround is available. |
| P3 | Medium incident | Functional restriction or error with limited impact; a reasonable workaround is available. |
| P4 | Minor incident or request | Cosmetic error, usage question or improvement request with no or very limited impact on use. |
The parties seek to agree the priority classification. In case of doubt, Digicust determines the classification while taking the Customer's legitimate interests into account.
6. Response and target recovery times
Response Time means the start of investigation and an initial response to the Customer. The following Response Times apply during Service Desk hours:
| Priority | Response Time | Target recovery or workaround |
|---|---|---|
| P1 | Within 1 hour | Generally within 8 hours |
| P2 | Within 4 hours | Generally within 2 working days |
| P3 | Within 1 working day | Generally within 5 working days |
| P4 | Within 2 working days | Where possible in the next release or regular update cycle |
Recovery times are targets and not guarantees. They are reasonably extended where Digicust depends on Customer cooperation or information, or where circumstances outside Digicust's responsibility affect the incident.
Recovery means restoration of the contractually agreed operation of the Digicust AI Platform or provision of a reasonable workaround.
7. Customer duties and cooperation
The Customer ensures that its network, devices, browsers, VPN and other infrastructure meet the minimum requirements stated in the main Agreement or applicable documentation.
The Customer reports incidents without undue delay through the designated support channels and provides reasonable assistance with investigation and remediation.
The Customer ensures that its users are appropriately trained and comply with the Platform documentation and usage requirements.
The Customer remains responsible under the main Agreement for the substantive review, approval and use of data and outputs processed with the Digicust AI Platform. That professional responsibility is not covered by this SLA.
8. Reporting and escalation
At the Customer's request, Digicust may provide an availability and incident report at reasonable intervals, for example quarterly.
For recurring or prolonged higher-priority incidents, the parties will, at the Customer's request, conduct a review meeting covering causes, corrective actions and possible process adjustments.
The Customer may request escalation to a designated Digicust management contact if it is dissatisfied with incident handling or the incident cannot be resolved promptly.
9. Service credits
If monthly availability falls below 99.0%, the parties may agree service credits in a separate written agreement. This SLA does not create an automatic entitlement to a service credit unless the incorporating contract expressly provides otherwise.
10. Warranty and liability
This SLA specifies service standards for the Digicust AI Platform. It does not otherwise amend the warranty and liability provisions of the main Agreement.
A culpable and repeated material breach of the Service Levels may, following an unsuccessful notice of breach and a reasonable cure period, constitute cause for termination under the main Agreement.
11. Incorporation, effective date and amendments
For a new main Agreement, the Offer, main Agreement or acceptance document must expressly identify this SLA by the title “Enterprise Service Level Agreement for the Digicust AI Platform”, version 1.0 and date 10 September 2026, and the Customer must receive it in a storable form before acceptance.
For an existing main Agreement, this SLA is incorporated only through the parties' separate express consent in the form required by that Agreement and at least in text form. It applies from the agreed effective date, but not before valid incorporation and provision of the Customer's production environment. It does not apply retroactively.
Publication, access, download, delivery, account use, silence, renewal or continued use does not constitute consent or create any SLA commitment.
Where validly incorporated, this SLA remains in force only for the duration of the associated main Agreement and only while the Customer has a contractually agreed Digicust Enterprise Package.
Digicust may propose amendments for objective reasons, including technical developments or changes in law. Amendments require the Customer's consent in text form unless the main Agreement validly provides otherwise.
An earlier SLA version is replaced only where its replacement is expressly agreed and the replaced version is clearly identified. The publication date of a new version alone does not amend an existing agreement.
Contract reference: This standard SLA is available only for a Digicust Enterprise Package and has no legal effect unless expressly incorporated into the applicable Offer, main Agreement or addendum by title, version and date.