Availability SLA

Article 1 - Introduction to availability SLA

1.1  This Attachment sets out Froomle's availability commitments relating to the Hosted Services.

1.2  In this Attachment, "uptime" means the percentage of time during a given period when the Hosted Services are available at the gateway between public internet and the network of the hosting services provider for the Hosted Services.

Article 2 - Availability

2.1  Froomle shall use reasonable endeavors to ensure that the uptime for the Hosted Services is at least 99% during each calendar month.

2.2  Froomle will calculate availability as follows:
‍
[(Successful — Exceptions) / (Total — Exceptions) * 100] >= 99%

Where:

> Successful means the number of HTTP requests that have been responded to correctly. This means all responses in ranges 2xx and 3xx
> Total means the number of valid HTTP requests received (by the load balancer) and valid means all response codes excluding 1xx and 4xx responses.

Article 3 - Exceptions

3.1  Downtime caused directly or indirectly by any of the following shall not be considered when calculating whether Froomle has met the uptime guarantee given in Paragraph 2.1:

a) a Force Majeure Event;
b) a fault or failure of the internet or any public telecommunications network;
c) a fault or failure of the Customer's computer systems or networks;
d) any breach by the Customer of this Agreement;
e) planned or urgent maintenance carried out in accordance with this Agreement; or
f) outages or planned maintenance caused by third party (hosting) providers.

-
Last modified on March 1, 2025.
FROOMLE NV
Borsbeeksebrug 28
‍2600 Antwerp
Belgium
Company number: 0654.854.720
‍info@froomle.com