Service Level Agreement
Last modified: 1 February 2026
This Service Level Agreement (“SLA”) establishes the service levels applicable to the maintenance and support of Alumio’s Integration Platform and ERP API Plugin and forms an integral part of the Alumio License Agreement concluded between Alumio B.V. (“Alumio”) and the Customer.
This SLA does not constitute a separate agreement and enters into force upon conclusion of the Alumio License Agreement. It automatically terminates upon termination or expiration of that Agreement for any reason.
A. Definitions
The following definitions apply to this SLA:
- Basic SLA: the standard level of service commitment applicable to Customer subscriptions covered under the Basic SLA.
The Basic SLA applies to subscriptions previously offered or designated as Starter, Essential, Growth and Spaces, as well as any other non-Custom and non-Enterprise subscriptions, unless explicitly agreed otherwise in writing.
The Basic SLA includes the uptime guarantee, response times, backup procedures, incident reporting flow and applicable service credits as set out in this SLA.
- Premium SLA: the enhanced level of service commitment applicable to Customer subscriptions covered under the Premium SLA.
The Premium SLA applies to subscriptions previously offered or designated as Enterprise, Custom or similar bespoke service arrangements, including any customized or dedicated SLA agreements.
The Premium SLA includes higher uptime guarantees, faster response times, more frequent backups, limited resolution-time commitments (where explicitly agreed), Technical Support and applicable service credits as set out in this SLA.
- Alumio: Alumio B.V., established in Groningen (The Netherlands), registered with the Dutch Chamber of Commerce under number 71996451.
- API Plugin: the native software made available by installing software in the Customer’s ERP system under the Alumio License Agreement.
- Business Days: Monday to Friday from 9:00 AM to 5:00 PM (CET/CEST), excluding Dutch national holidays and announced Alumio closing days.
- Business Hours: the same hours as Business Days.
- Configuration: integrations and connections configured by Customer or its implementation partner within the Integration Platform.
- Customer: the natural person or legal entity that concludes the Alumio License Agreement with Alumio.
- Evening Hours: between 5:00 PM and 9:00 AM (CET/CEST) on Business Days.
- Incident: an unexpected failure of the Service to function as agreed, reported by Customer and reproducible by Alumio.
- Integration Platform: the cloud-based integration platform provided by Alumio as a Platform-as-a-Service.
- Response Time: the period between (i) Customer reporting an Incident in accordance with this SLA and (ii) Alumio’s confirmation of receipt.
- Resolution Time: the period from Alumio’s confirmation of receipt to implementation of a fix or workaround, or provision of a concrete plan or timeline for resolution.
- Service: the Integration Platform or ERP API Plugin, excluding Customer or partner Configurations.
- Technical Support: availability of Alumio personnel with in-depth product knowledge to support Customer on a case-by-case basis.
- Helpdesk: the official Alumio support ticketing system made available via support.alumio.com.
- Support Ticket: a registered Incident submitted via the Helpdesk.
- Weekend: from Friday 5:00 PM until Monday 9:00 AM (CET/CEST).
B. Reporting incidents
Customer may report Incidents through different channels depending on the priority level and the time of day.
Only Incidents reported in accordance with the procedures and contact options described in this SLA (see paragraphs B.5 and B.8) qualify for handling under this SLA.
Incidents reported through other channels or in a different manner are not subject to the service levels set out herein.
B.1 Priority levels
Incidents are classified by Alumio according to the following priority levels:
- Priority 1 – Fatal Incident: Complete loss of functionality or access to the Service.
- Priority 2 – Major Incident: Major reduction in the ability to use the Service.
- Priority 3 – Average Incident: Limited impact on non-critical functions.
- Priority 4 – Minor Incident: Minor defects without significant operational impact.
Priority classification is reasonably determined by Alumio based on the Incident report.
B.2 Escalation policy, uptime guarantees and backup procedures
Alumio endeavors to respond to Incidents in accordance with the service levels below.
Service levels overview
| Category | Basic SLA | Premium SLA |
|---|---|---|
| Monthly uptime guarantee | 99.0% | 99.9% |
| Response Time – Priority 1 (24/7) | < 4 hours | < 1 hour |
| Response Time – Priority 2 (Business Hours) | < 1 Business Day | < 2 hours |
| Response Time – Priority 3 (Business Hours) | < 3 Business Days | < 4 hours |
| Response Time – Priority 4 (Business Hours) | < 4 Business Days | < 4 hours |
| Backup frequency | Every 24 hours | Every 6 hours |
| Backup retention | Up to 7 days (1 per day) | Up to 30 days (3 per day) |
Scheduled maintenance, force majeure events and circumstances beyond Alumio’s reasonable control are excluded from uptime calculations.
Resolution times
Resolution Times are not guaranteed, unless explicitly agreed as part of a Premium SLA.
Where Resolution Time commitments apply, they apply only to Premium SLA Customers and only for Priority 1 and Priority 2 Incidents, as expressly agreed between the Parties.
Resolution Time commitments do not apply to Incidents caused by scheduled maintenance or by circumstances beyond Alumio’s reasonable control, including but not limited to outages or failures of third-party infrastructure providers.
No Resolution Time commitments apply under the Basic SLA. For such Incidents, Alumio will use commercially reasonable efforts to resolve the Incident.
B.3 Compensation for non-compliance
Uptime measurement
Uptime is measured monthly as the percentage of time the Service is available with defined functionality, excluding scheduled maintenance and other exclusions described in this SLA.
Uptime calculations are based on Alumio’s monitoring systems, which shall be leading unless Customer proves otherwise.
Uptime is calculated as follows:
Uptime (%) = [(T − t) / T] × 100
Where:
T = total number of minutes in the relevant month
t = total number of minutes during which the Service was unavailable
The calculated uptime percentage is compared against the applicable uptime guarantee to determine the corresponding Service Level Credit in accordance with the tables below.
Service level credits
If the applicable uptime guarantee is not met, Customer may request service level credits calculated as a percentage of one-twelfth (1/12) of the then-current annual license fee.
Credit ranges are interpreted as inclusive of the lower bound and exclusive of the upper bound.
Premium SLA – uptime guarantee 99.9%
| Monthly uptime | Service credit |
|---|---|
| [99.8%, 99.9%) | 10% |
| [98.0%, 99.8%) | 20% |
| [97.0%, 98.0%) | 30% |
| < 97.0% | Material breach |
Basic SLA – uptime guarantee 99.0%
| Monthly uptime | Service credit |
|---|---|
| [98.5%, 99.0%) | 10% |
| [97.5%, 98.5%) | 20% |
| < 97.5% | 30% |
| < 95.0% | Material breach |
A material breach entitles Customer to terminate the Alumio License Agreement and receive a proportional refund for the remaining service period, subject to the termination provisions of the Alumio General Terms and Conditions.
Claim procedure
Service Level Credit requests must be submitted in writing within 30 days after the end of the relevant month.
All claims are verified against Alumio’s system records.
Sole and exclusive remedies
The remedies provided under this SLA (including Service Level Credits and termination rights in case of material breach) constitute the sole and exclusive remedies for failure to meet SLA obligations.
All remedies are subject to the liability limitations, exclusions, notice requirements and time limits set forth in the Alumio General Terms and Conditions, which prevail in case of conflict.
B.4 Technical support (Premium SLA only)
Premium SLA Customers are entitled to up to four (4) Technical Support sessions per calendar month, each with a maximum duration of thirty (30) minutes.
Technical Support is advisory in nature and may be delivered via email, phone or video conference.
Unused sessions do not carry over, and additional sessions are not available for purchase.
B.5 Contact options
Incidents must be reported via the channels below to qualify for SLA handling.
| Priority | Business Hours | Evening Hours | Weekend |
|---|---|---|---|
| 1 | General number / Emergency page | Emergency page | Emergency page |
| 2 | Helpdesk | Helpdesk | Helpdesk |
| 3 | Helpdesk | Helpdesk | Helpdesk |
| 4 | Helpdesk | Helpdesk | Helpdesk |
Where an Incident is initially reported via telephone or emergency channels, Customer may be required to submit or confirm the Incident via the Helpdesk.
Response Times and other SLA commitments apply only once the Incident has been registered as a Support Ticket in the Helpdesk.
B.6 Technical assistance and incident information
For an Incident to be processed under this SLA, Customer shall provide sufficient information to allow Alumio to assess, classify and reproduce the Incident.
Such information includes, at a minimum:
- company name;
- name and contact details of the relevant contact person;
- a clear description of the Incident;
- relevant URLs;
- screenshots or logs where applicable;
- a description of steps already taken by Customer.
The applicable Response Time commences only once Alumio has received sufficient information to assess and classify the Incident.
Customer shall reasonably assist Alumio in diagnosing and resolving Incidents.
B.7 ERP API Plugin
The Alumio ERP API Plugin is deployed and configured by ERP specialists provided by Alumio or its partners. Changes to the ERP system, ERP configurations or ERP-related code made by Customer or its ERP partner may impact the functioning of the ERP API Plugin.
Incidents caused by changes to the ERP system, ERP configurations or ERP-related code outside Alumio’s control are excluded from SLA commitments, unless explicitly agreed otherwise in writing.
Customer is responsible for testing ERP changes in a test environment prior to deployment to production and for informing Alumio in advance where such changes may impact the ERP API Plugin.
Customer may purchase a Dedicated Premium SLA addendum for the ERP API Plugin, constituting a customized Premium SLA applicable solely to the ERP API Plugin.
B.8 Contact details
- General number: +31 (0)20 244 29 57
- Emergency page & Helpdesk: support.alumio.com
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