Service Level Agreement

Version 1.0 · Effective 18 September 2026

1. Definitions

   Service – the SaaS application(s) and related services provided by Engagy under the Agreement.

   Monthly Uptime Percentage (MUP) – calculated using formula (Total minutes in month − Minutes of Unplanned Downtime) ÷ Total minutes in month × 100%.

   Unplanned Downtime – any period when the Service is inaccessible to Customer, excluding Exclusions.

   Business Day – Monday–Friday, 9 a.m.–5 p.m. in Poland, excluding public holidays.

   Business Hour – Any one-hour period within a Business Day.

   Incident – any event causing interruption or degradation of the Service.

   Response Time – elapsed time between Customer’s report of an Incident and Engagy’s acknowledgement.

   Resolution Time – elapsed time between Customer’s report of an Incident and restoration of substantial functionality.

   Incident Failure – any Incident for which Engagy misses either the declared Response Time or Resolution Time.

2. Severity & Timing Table

   Severity	Description	Response Time	Resolution Time
   P1	Service down or critical business impact; no workaround. Example: complete inability to enter Engagy platform.	4 Business Hours	2 Business Days
   P2	Major feature degraded; significant user impact. Example: Unavailability of key Engagy functionality.	1 Business Day	5 Business Day
   P3	Partial loss of functionality; workaround available. Example: a malfunction of non-key Engagy functionality.	3 Business Day	10 Business Day
   P4	Minor issues; cosmetic failures. Example: display and user interface glitches that do not block system functions.	5 Business Day	15 Business Day

3. Availability Extension
   1. If Monthly Uptime Percentage falls below 97.0% in a calendar month, Customer may request an extension of three (3) days to their Subscription Term.
4. Incident Extensions
   1. For each P1 or P2 Incident Failure, Customer may request one (1) day extension to their Subscription Term.
   2. P3 and P4 Incident Failures do not qualify for extensions.
   3. Each Incident may qualify for a Subscription Term extension only once, regardless of its duration or whether it spans multiple months.
   4. Maximum extensions induced by incidents cannot exceed three (3) days in any calendar month.
5. Exclusions

   Unplanned Downtime and Incident measurement exclude periods caused by:

   1. Scheduled maintenance (notified ≥ 5 Business Days in advance; ≤ 4 hours/month).
   2. Emergency maintenance for security or stability.
   3. Customer’s hardware, software or network, and other third-party services not provided by Engagy.
   4. Force majeure events (e.g. natural disasters, acts of war, strikes).
   5. Outages, degradation or unavailability of Microsoft Azure or Microsoft 365 services, including SharePoint Online, Microsoft Teams and Microsoft Entra ID, that are outside Engagy’s control.
   6. Customer’s misuse of the Service or failure to follow Documentation.
   7. Denial-of-service attacks or other malicious third-party actions.
6. Support & Reporting
   1. Support is available Monday–Friday, 9 a.m.–5 p.m., by email at support@engagy360.com or through https://engagy360.com/contact/.
   2. Engagy will acknowledge and begin triage in accordance with the Response Time targets above.
   3. Personal data breaches are not handled under this SLA or its severity levels. Engagy notifies them in accordance with the DPA, within 48 hours after becoming aware of them.
7. Requesting Extensions
   1. All extension requests must be submitted in writing within 30 days after the end of the affected calendar month, including:
      1. For Availability Extension: dates and duration of Unplanned Downtime.
      2. For Incident Extensions: Incident ID, severity, and which target was missed (Response or Resolution).
   2. Engagy will review and, if valid, apply extensions to the end of the current Subscription Term.
8. General
   1. Term & Termination. This SLA applies during the term of the Agreement.
   2. Entire Remedy. Term extensions are Customer’s sole remedy for any failure to meet SLA commitments.
   3. Changes. Engagy may amend this SLA by publishing a new version at https://engagy360.com/sla and notifying Customer at least 30 days before it takes effect. Changes that are not materially less favorable to Customer take effect on the date stated in the notice. Changes that are materially less favorable take effect for an existing Customer at the start of its next Subscription Term; a Customer that does not accept them may give notice of non-renewal before the renewal date, in which case the current SLA continues to apply until its current Subscription Term ends.