This Service Level Agreement (“SLA”) is an addendum to the Terms of Service between ThirtyFive B.V. (“35Local,” “we,” “our,” or “us”) and the Client (“you” or “your”). It defines the performance standards, support commitments, and remedies applicable to 35Local services.

1. Service Availability

• Uptime Commitment: We guarantee 99.95% monthly uptime for the 35Local dashboard and reporting systems.

• Planned Maintenance: Planned downtime will be communicated at least 24 hours in advance. Such maintenance windows do not count as downtime against the SLA.

2. Support Services

• Support Channels: Clients may contact us via email and chatbot.

• Languages Supported: English, Turkish, and Dutch.

• Support Hours: Monday to Friday, 09:00–17:00 CET (Amsterdam time).

3. Response Times

• Critical Issues (e.g., complete dashboard outage): Initial response within 2 hours during support hours.

• High Priority (e.g., major functionality loss, data not syncing): Initial response within 6 hours.

• Standard Issues (e.g., delayed reports, minor bugs): Initial response within 12 hours.

4. Incident Management

• Communication: Clients will be notified of incidents via email and, when necessary, WhatsApp updates.

• Resolution Targets:

  • Critical issues: resolution within 48–72 hours.

  • High/Standard issues: resolution time will be agreed based on complexity, with progress updates provided.

5. Data Protection & Security

• Backups: All data is backed up daily.

• Recovery Objectives:

  • RPO (Recovery Point Objective): Maximum of 24 hours of data loss.

  • RTO (Recovery Time Objective): Full recovery within 12 hours of incident detection.

• Compliance: All data is stored within the EU and processed in accordance with GDPR.

6. SLA Remedies

• If monthly uptime or response commitments are not met, clients are entitled to service credits in the form of free service time.

• Service credits are calculated on a monthly basis and must be requested within 30 days of the incident.

7. Enterprise Enhancements

For enterprise-level clients, the following additional commitments apply:

• Quarterly Business Reviews including in-depth performance analysis and strategic recommendations.

• Dedicated advisory sessions for optimization, issue resolution, and proactive improvements.

8. Exclusions

This SLA does not apply to:

• Issues caused by factors outside of 35Local’s reasonable control (e.g., Google API outages, force majeure).

• Client-side errors, misconfigurations, or unauthorized modifications.

• Beta or trial features provided without formal SLA coverage.

9. Governing Law

This SLA shall be governed by the laws of The Netherlands. Any disputes shall be subject to the exclusive jurisdiction of the courts of Amsterdam.

10. Contact

For SLA-related questions or claims, please contact:

ThirtyFive B.V.
Email: legal@thirtyfive.co