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Service Level Agreement
Last Updated: November 11, 2025
This Configura Sverige AB (“CSAB”) Service Level Agreement (“SLA”) is issued under and forms a part of the Cloud Service Master Agreement (“CSMA”) or other CSAB Agreements which reference this policy. Any definitions not defined herein shall have the meaning defined in such CSAB Agreement. CSAB may modify this SLA to reflect changing practices, but the modifications will not materially decrease CSAB’s obligation during the Subscription Term.
Service Availability
This SLA is best-effort only and does not include any guaranteed service levels, uptime commitments, or financial remedies for downtime or performance issues.
This SLA applies to the availability and performance of CSAB cloud-based systems, APIs, storage, and related services. It does not cover (i) general internet problems or outages caused by power supply carriers; (ii) malfunction of equipment, systems software, network connections or other infrastructure not owned or operated by CSAB; (iii) force majeure events or other factors outside the reasonable control of CSAB or (iv) scheduled service or maintenance or reasonable emergency maintenance.
CSAB will use commercially reasonable and good-faith efforts to:
- Maintain continuous operation of the Service.
- Minimize downtime and service interruptions.
- Respond to and remediate incidents in a timely manner.
- Protect user data against loss or unauthorized access through industry-standard security practices.
- Provide notice of significant maintenance or operational events when possible.