Service Level Agreement
1. Purpose and nature
This Agreement describes the service level that EUROPEAN DIGITAL STORES, S.L. ("EDS" or the "Provider") undertakes to pursue in providing ULOX Business, and forms part of the Terms of Service.
This Agreement is a best-efforts commitment and not an obligation of result. The Provider undertakes to apply the diligence and resources described here, not to guarantee a specific availability outcome. It carries no automatic penalties or service credits, save where expressly agreed in writing in a specific contract.
2. Availability target
The Provider targets monthly availability of 99.5% for the access and synchronisation service, measured over the total minutes in the calendar month and excluding the periods set out in section 4.
The Service is deemed "unavailable" where its main endpoint fails to respond to the Provider's health checks continuously for more than five (5) minutes.
3. Maintenance
- Scheduled maintenance: the Provider will endeavour to carry it out in low-impact windows and will give reasonable notice, where the nature of the work allows, through the administration panel or the Administrator's email.
- Emergency maintenance: may be performed without notice where necessary to preserve security, data integrity or service continuity. Notice will be given as soon as possible.
- During maintenance the Service may display a maintenance screen and temporarily reject requests.
4. Exclusions
The following periods are not counted as unavailability and give rise to no liability for the Provider:
- Scheduled or emergency maintenance under the previous section.
- Force majeure events under the Terms of Service.
- Failures of connectivity, devices, networks, operating systems or software of the Customer or its Authorised Users.
- Failures of infrastructure, telecommunications, name resolution or notification delivery providers beyond the Provider's reasonable control.
- Suspensions for non-payment or breach of the Acceptable Use Policy.
- Use of the Service contrary to its documentation, the Terms or the contracted capacity limits.
- Attacks directed at the Customer or the platform that exceed reasonable protective measures.
- Loss of access resulting from lost credentials or recovery phrases, which by design is not an availability incident but a consequence of the encryption model described in the Terms.
5. Support
| Channel | Email to support@ulox.org from an address on the Customer's verified domain. |
|---|---|
| Hours | Business days in Spain, office hours. |
| Languages | Spanish and English. |
| Scope | Service malfunctions, configuration questions and workspace administration. |
| Out of scope | Recovery of passwords or encrypted content (technically impossible), bespoke training, custom development and undocumented integrations. |
Target first-response times are set according to the severity reported by the Customer and team availability, and are indicative. The Provider will prioritise incidents affecting the general availability of the platform.
6. Continuity and copies
The Provider maintains infrastructure replication and copy mechanisms for operational continuity, subject to automated monitoring. Under clause 10 of the Terms of Service, those mechanisms do not constitute a customer backup service, commit to no recovery points or times towards the Customer, and operate on encrypted material the Provider cannot interpret.
It is for the Customer to maintain its own exports of information it deems critical.
7. Reporting incidents
The Customer shall report incidents to support@ulox.org stating the affected domain, the start time, a description of the problem and, where possible, screenshots or error identifiers. Timely reporting is a condition for the assessment of any claim under clause 20 of the Terms of Service.
8. Review
The Provider may revise this Agreement in accordance with the amendment procedure in the Terms of Service.