This Service Level Agreement ("SLA") defines the service commitments provided by WOOP SOFTWARE SRL ("Provider") to clients ("Client") of the Woop TMS platform. This SLA is part of the contractual agreement between the Provider and the Client.
The Provider commits to a monthly uptime target of 99% for the Woop TMS platform. Uptime is calculated as:
Uptime % = ((Total Minutes in Month - Downtime Minutes) / Total Minutes in Month) x 100
This means a maximum allowable downtime of approximately 7.3 hours per month.
Incidents are classified into the following severity levels:
| Severity | Description | Response Time | Resolution Target |
|---|---|---|---|
| Critical | Platform completely unavailable or major data loss | 1 hour | 4 hours |
| High | Major feature unavailable, no workaround | 4 hours | 8 hours |
| Medium | Feature impaired but workaround available | 8 hours | 24 hours |
| Low | Minor issue, cosmetic defect, or feature request | 24 hours | Best effort |
Response and resolution times apply during business hours (Monday to Friday, 09:00-18:00 EET), except for Critical incidents which are monitored 24/7.
The Client may report incidents and request support through the following channels:
The Provider performs regular maintenance to ensure the reliability and security of the Platform. Scheduled maintenance is typically performed during low-usage periods (weekends or evenings, EET timezone) and is communicated at least 48 hours in advance.
Scheduled maintenance windows are excluded from downtime calculations.
If the Provider fails to meet the 99% uptime commitment in a given calendar month, the Client is entitled to service credits as follows:
| Monthly Uptime | Service Credit |
|---|---|
| 99.0% - 97.0% | 5% of monthly fee |
| 97.0% - 95.0% | 10% of monthly fee |
| Below 95.0% | 25% of monthly fee |
Service credits must be requested by the Client within 30 days of the end of the affected month. Credits are applied to the next billing cycle and do not constitute a cash refund.
The Provider implements the following data protection measures:
The Provider maintains the following security standards:
The uptime commitment and service credits do not apply to outages caused by:
During an incident, the Provider will communicate status updates to the Client at regular intervals until the issue is resolved. Post-incident, a root cause analysis report will be provided for Critical and High severity incidents upon request.
The Provider will make monthly uptime reports available to Clients upon request.
The Provider reserves the right to modify this SLA with at least 30 days' written notice. Changes will not apply retroactively and will take effect at the start of the next billing period.
For SLA-related enquiries, incident reports, or service credit requests, please contact:
WOOP SOFTWARE SRL
Email: contact@woop.pro
Phone: +40 759 077 381