Service Level Agreement

Last updated: May 16, 2026

This Service Level Agreement ("SLA") describes the availability commitments, support response targets, service credits, and related procedures applicable to the Haltless Services. It is incorporated by reference into the Master Services Agreement (or Terms of Service) between Haltless Kft. and the customer ("Customer"). In the event of conflict between this SLA and the Terms of Service, the Terms of Service prevail except in respect of the matters expressly addressed by this SLA (service availability, support response targets, and service credits), in which case this SLA prevails.

1. Definitions

For the purposes of this SLA, the following capitalised terms have the meanings set out below. Terms not defined here have the meanings given in the Terms of Service.

"Available Time"

means twenty-four (24) hours per day, seven (7) days per week, less any Scheduled Downtime.

"Customer Core User Group"

means Customer's Authorized Users who have been trained on the Haltless Services and who are familiar with Customer's business practices.

"Downtime"

means any period greater than five (5) minutes within the Available Time during which an Authorized User is unable to access or use the Haltless Services because of an Error, excluding any period that occurs during Scheduled Downtime or that results from an Excluded Cause defined in Section 11.

"Error"

means any failure of the Haltless Services to conform to the applicable functional specifications.

"Procedural Issue"

means any issue that impacts the usability of the Haltless Services and is addressable by Customer without Haltless's assistance through the adjustment of a specific business process.

"Scheduled Downtime"

means the time period identified by Haltless, not to exceed five (5) hours during any calendar month, in which Haltless intends to perform planned upgrades or maintenance on the Haltless Services. Haltless will use commercially reasonable efforts to schedule Scheduled Downtime between 04:00 and 07:00 Central European Time on Sundays, where practicable.

"Subscription Tier"

means the Pilot, Site, or Enterprise plan to which Customer has subscribed.

"Uptime Percentage"

for a given calendar month means ((Available Time minutes minus Downtime minutes) divided by Available Time minutes) multiplied by 100.

2. Service availability commitment

Haltless commits to the following monthly Uptime Percentages, measured by Subscription Tier.

These targets represent commercially reasonable efforts and are measured in accordance with Section 3. Customer's sole and exclusive remedy for any failure to meet the target Uptime Percentage is the service credit set out in Section 6, subject to Section 13 (Chronic Service Unavailability).

3. Calculation of monthly uptime

Uptime is measured on a per-calendar-month basis at the platform level. Haltless uses its own monitoring infrastructure to record the availability of the production endpoints (the dashboard, the ingest API, and the WebSocket service). The status page at status.haltless.io publishes the prior-month aggregate Uptime Percentage by the tenth (10th) business day of each month.

Only Downtime, as defined in Section 1, counts toward the Uptime calculation. Scheduled Downtime and any time attributable to an Excluded Cause or an Excused Delay do not count as Downtime.

4. Scheduled maintenance

Haltless will provide at least seventy-two (72) hours' prior written notice of Scheduled Downtime, which may be delivered through the Services, the status page, or an email to Customer administrators. Scheduled Downtime is capped at five (5) hours per calendar month in aggregate and is performed during the maintenance window described in the definition above where practicable.

5. Performance commitment

In addition to the Uptime commitment, Haltless commits that, during normal operation, the Haltless Services will respond to any query, input, or request from an Authorized User within 0.5 seconds on an average, monthly basis, measured at the API and WebSocket edges of the production environment.

6. Service credits

If the Uptime Percentage for a calendar month falls below the target for Customer's Subscription Tier, and Customer is not at the time in material breach of the Terms of Service, Customer is entitled to a service credit calculated as a percentage of the monthly fee paid by Customer for the affected Service in the month at issue.

Service credits are applied to Customer's next invoice. The maximum aggregate service credit issued in any calendar month is thirty percent (30%) of the monthly fee paid by Customer for that month. Service credits are not refundable and have no cash value. Service credits are Customer's sole and exclusive remedy for any failure of the Services to meet the Uptime targets in Section 2.

7. Claiming service credits

To claim a service credit, Customer must submit a written request to support@haltless.io within thirty (30) days of the end of the calendar month in which the alleged Downtime occurred. The request must include (a) the affected dates and approximate times; (b) a description of the Downtime; and (c) any logs or screenshots reasonably available to Customer. Haltless will validate the request against its internal monitoring records within fifteen (15) business days and apply any approved credit to the next invoice.

8. Support services

Support contact channels:

• support@haltless.io
• haltless.io/contact

Haltless provides support during the hours, by the methods, and at the volumes set out below.

Haltless will use commercially reasonable efforts to resolve all Errors, respond to Customer requests regarding access or use of the Haltless Services, and, on request, assist with the resolution of Procedural Issues and User Administration Support Issues. Haltless may do so with the support or assistance of one or more members of the Customer Core User Group, whom Customer must identify on request.

9. Severity levels and response targets

When Customer reports an Error, Haltless assigns a severity level based on the characteristics of the Error. The targets below are measured from the time Customer first reports the Error through one of the channels in Section 8. A business day means Monday through Friday, excluding Hungarian national holidays.

10. Customer support obligations

To facilitate effective support, Customer agrees that the Customer Core User Group will, to the extent commercially reasonable:

• validate and reproduce Errors;
• resolve Procedural Issues;
• resolve User Administration Support Issues;
• report all unresolved Errors to Haltless through the channels in Section 8;
• provide additional information to Haltless for testing and analysis purposes to assist with Error resolution.

11. Excluded causes

Downtime does not include, and service credits will not apply to, any unavailability caused by:

• any Excused Delay defined in Section 12;
• factors outside Haltless's reasonable control, including Internet service provider failures or delays between Customer and Haltless;
• Customer's own equipment, software, or network connectivity;
• suspension of Customer's account in accordance with the Terms of Service (for example, for non-payment);
• use of the Services in a manner inconsistent with the documentation;
• Customer's use of beta or pre-release features that are designated as such; or
• Scheduled Downtime.

Haltless recommends, but does not require, that Customer maintain a spare edge device on hand in case of hardware failure that affects the Haltless Services. Where Customer's inability to use the Services would not have occurred but for the absence of such a spare device, the duration of that unavailability is not Downtime.

12. Excused delays

Neither party is liable to the other for any delay or failure to perform any obligation under this SLA if the delay or failure is due to (a) events beyond the reasonable control of that party, including strike, blockade, war, terrorism, riot, natural disaster, pandemic, government action, failure or diminishment of power, telecommunications, or data networks or services, or refusal of a licence by a government agency (each a "Force Majeure Event"); or (b) a product or feature governed by a separate beta addendum between the parties, where applicable.

13. Chronic service unavailability

Notwithstanding anything to the contrary in this SLA, Customer may terminate the applicable Master Services Agreement (or order form) without liability for any early-termination fee in the event of Chronic Service Unavailability of the Services.

For purposes of this SLA, "Chronic Service Unavailability" means a situation in which the Uptime Percentage falls below 97% of the total minutes within a calendar month for three (3) consecutive months, or four (4) times during any rolling twelve (12) month period, in either case excluding any minutes attributable to Excluded Causes or Excused Delays.

Following termination on this basis, Customer is entitled to a refund of all pre-paid fees for Services paid for but not yet provided as of the effective termination date. The remedies in this Section 13 and the service credits in Section 6 are Customer's sole and exclusive remedies in connection with the Uptime commitments in this SLA.

14. Status page and incident notifications

The Haltless status page at status.haltless.io publishes (a) scheduled-maintenance windows; (b) ongoing incidents that affect availability or performance; (c) post-incident summaries; and (d) the prior-month aggregate Uptime Percentage. Customer administrators may subscribe to incident notifications by email or webhook.

15. Changes to this SLA

Haltless may update this SLA from time to time. Material changes will be notified to Customer administrators at least thirty (30) days before the change takes effect, by in-product banner or email. Continued use of the Services after the notice period constitutes acceptance of the updated SLA.

16. Order of precedence and contact

This SLA is incorporated into and forms part of the Terms of Service. In the event of conflict between this SLA and the Terms of Service, the Terms of Service prevail except in respect of the matters expressly addressed by this SLA (service availability, support response targets, and service credits), in which case this SLA prevails.

For questions about this SLA or to claim service credits, contact support@haltless.io.