--- title: Service Level Agreement description: "Effective date: January 1, 2026 This Service Level Agreement (“SLA”) supplements the Terms of Service (“ToS”). If there is any conflict between this SLA and the ToS for topics covered by this SLA, this SLA will apply. Capitalized terms not…" url: "https://www.acceptmission.com/pt/knowledge/service-level-agreement/" updated: "2026-04-15" category: Legal --- # Service Level Agreement Effective date: January 1, 2026 This Service Level Agreement (“SLA”) supplements the Terms of Service (“ToS”). If there is any conflict between this SLA and the ToS for topics covered by this SLA, this SLA will apply. Capitalized terms not defined in this SLA have the meaning set out in the ToS. ## 1) Overview [Accept Mission](https://www.acceptmission.com/pt/encyclopedia/accept-mission/) provides availability and support commitments for paid subscriptions. This SLA describes: - How we measure Service availability - When Service Credits apply - Exclusions from the uptime calculation - Support availability and response targets This SLA applies only to paid plans covered below. Free plans do not include a Service availability commitment or Service Credits. ## 2) Definitions “Service” means the [Accept Mission](https://www.acceptmission.com/pt/encyclopedia/accept-mission/) web application provided to Customer under the subscription. “Unavailable” or “Unavailability” means Customer’s subdomain is not reachable due to [Accept Mission](https://www.acceptmission.com/pt/encyclopedia/accept-mission/)’s fault using an up to date version of Chrome, Edge, Firefox, or Safari on desktop or mobile. “Monthly Uptime Percentage” means 100% minus the percentage of minutes during the month in which the Service was Unavailable. Monthly Uptime Percentage excludes any downtime that results from an SLA Exclusion (Section 6). “Outage Minutes” means the total minutes the Service is Unavailable during the month, excluding SLA Exclusions. “Allowed Outage” means the maximum Outage Minutes permitted per plan before Service Credits apply. “Subscription Price” means the monthly or yearly subscription fee for the Customer’s plan during the relevant billing period. “Service Credit” means a credit denominated in Euros that may be applied to future invoices. Service Credits: - are not exchangeable for cash, - do not entitle Customer to a refund, - are not cumulative (only one Service Credit applies per outage cause in a billing period), - are subject to the Credit Cap for the plan. ## 3) Uptime service commitment If the Monthly Uptime Percentage for a paid plan falls below the commitment for that plan, Customer may be eligible for a Service Credit, subject to Sections 6 and 7. ### Uptime commitments by plan | Plan | Monthly Uptime Percentage | Allowed Outage (per month) | Acceleration Ratio | Credit Cap (max % of invoice) | | --- | --- | --- | --- | --- | | Free | None | None | None | None | | Basic | 99.5% | 3h 30m | x10 | 20% | | Pro | 99.9% | 43m | x20 | 50% | | Enterprise | 99.99% | 4m | x100 | 100% | Notes: - Allowed Outage values are rounded for readability. - Enterprise includes a higher uptime target and higher acceleration ratio. ## 4) How Service Credits are calculated Service Credits are calculated as a percentage of the Subscription Price for the affected billing period, subject to the Credit Cap for the plan. ### Step 1: Determine creditable outage Creditable Outage Minutes = Outage Minutes minus Allowed Outage Minutes If the result is 0 or less, no Service Credit is due. ### Step 2: Apply acceleration ratio and normalize over the month Service Credit % = (Creditable Outage Minutes × Acceleration Ratio) ÷ Total Minutes in Month For calculation purposes, Total Minutes in Month = 43,800. ### Step 3: Apply the credit cap The Service Credit percentage is capped at the plan’s Credit Cap. ### Example If a Pro customer experiences 4 hours of Unavailability in a month: - Outage Minutes = 240 - Allowed Outage (Pro) = 43 - Creditable Outage = 197 - Acceleration Ratio (Pro) = 20 Service Credit % = (197 × 20) ÷ 43,800 = 8.99% (rounded) The final credit is applied as a percentage of the invoice for the affected billing period, subject to the Pro Credit Cap. ## 5) RPO and RTO commitments For our B2B SaaS platform, we commit to the following recovery objectives for major incidents: ### Recovery Point Objective (RPO): 45 minutes This means data loss is limited to a maximum of 45 minutes in the event of a major incident. ### Recovery Time Objective (RTO): 2 hours This means full service restoration is targeted within 2 hours after a major incident is confirmed and recovery begins. These objectives are supported by monitoring, backups, geographically separated infrastructure, and recovery procedures that are tested periodically. ## 6) SLA exclusions Unavailability and downtime are excluded from Monthly Uptime Percentage calculations if caused directly or indirectly by factors outside [Accept Mission](https://www.acceptmission.com/pt/encyclopedia/accept-mission/)’s reasonable control, including: ### A) Customer environment and third-party connectivity - Customer’s own network, telecommunications, internet service providers, or device configuration - Email domain server availability or mobile push notification provider issues - Systemic internet issues beyond [Accept Mission](https://www.acceptmission.com/pt/encyclopedia/accept-mission/)’s reasonable control ### B) Force majeure Events beyond [Accept Mission](https://www.acceptmission.com/pt/encyclopedia/accept-mission/)’s reasonable control, including: - Government orders or actions - Labor disputes, work stoppages, or slowdowns - Natural disasters (flood, earthquake, fire, storm) - War, terrorism, rebellion, or civil disorder - Failures or acts or omissions of telecommunications providers ### C) Suspension or termination for cause Downtime caused by [Accept Mission](https://www.acceptmission.com/pt/encyclopedia/accept-mission/)’s suspension or termination of access as permitted or required by: - the ToS, - the Acceptable Use Policy, - government or court orders, - or other applicable agreements. ### D) Misuse Service degradation or suspension resulting from misuse is not considered an Outage covered by this SLA. ## 7) Service Credit claim process To request a Service Credit, Customer must submit a claim within 30 days after the end of the month in which the Unavailability occurred. How to submit: email support@acceptmission.com with: - Subject line: SLA Claim - Dates and times of the Unavailability - Supporting information that documents the outage (remove sensitive information) Eligibility requirements: - Customer must use the latest version of the [Accept Mission](https://www.acceptmission.com/pt/encyclopedia/accept-mission/) web app. - Customer must use an up to date version of Chrome, Edge, Firefox, or Safari. If we confirm the Monthly Uptime Percentage was below the commitment and the claim is valid, we will apply the Service Credit within one billing cycle after confirmation. A pending Service Credit does not pause Customer’s obligation to pay invoices when due. ## 8) Sole remedy Unless otherwise required by applicable law or explicitly stated in the ToS, Customer’s sole and exclusive remedy for Unavailability or failure to meet the uptime commitment is the Service Credit (if eligible) under this SLA. ## 9) Customer support commitment Support is provided for paid Basic, Pro, and Enterprise plans. ### Support availability Telephone support: 09:00 to 17:00, Monday to Friday (CET) Email support: monitored 09:00 to 17:00, Monday to Friday (CET) Emails received outside office hours are collected. Action may begin the next working day. ### Guided assistance Screensharing or call guided assistance is available within 72 hours during the business week, up to two times per month. ### Response targets by priority [Accept Mission](https://www.acceptmission.com/pt/encyclopedia/accept-mission/) will respond to service related incidents and requests within the following targets: - High priority: within 12 hours - Medium priority: within 48 hours - Low priority: within 5 working days Remote assistance is provided in line with the above targets, depending on the priority and the nature of the request. ## 10) Changes to this SLA [Accept Mission](https://www.acceptmission.com/pt/encyclopedia/accept-mission/) may revise this SLA with 30 days’ notice by email to the Customer contact on file. Customer may cancel its subscription as permitted by the applicable customer agreement.