Availability (Web Service)

According to our SLA we guarantee a minimum availability rate (up-time) of 99% for the Web Service (outside exclusions*).

Below an overview of the up-time on a monthly basis:

Open

*The availability defined in this SLA does not apply in the following situations:
a) During the regular service windows; these are Web Service interrupting service windows which will not be scheduled more than twice a month outside the Service Hours, which will not last longer than 4 hours and will be announced in advance.
b) In case of Defects as a result of force majeure.
c) Any Defects/or disruptions as a result of actions by the Client.
d) The unavailability of the Web Service at its own request, and/or the unavailability of the Web Service during activities at the request of the Client.
e) In case of Defects due to a failure in the telecommunications structure/connections.
f) In case Mercell, when determining or isolating the Defect, requires assistance from the Client that the Client cannot provide for reasons that are at risk of the Client.