Version 1.0, effective date 15th of January 2026
Master Service Level Agreement
This Service Level Agreement ("SLA") is Annex 2 to the Master Terms & Conditions of GRAND Systems ApS ("MTC"). It forms part of the Agreement and applies to all Partner Agreements entered into on or after the effective date, unless the Partner Agreement expressly states otherwise. Capitalised terms have the meaning given in the MTC. If this SLA conflicts with the MTC on service levels or credits, this SLA prevails.
1. Availability
1.1 Uptime target. GRAND targets a monthly uptime of 99.5% for the Service, measured per calendar month as: (total minutes in the month minus Downtime minutes) divided by total minutes in the month. "Downtime" means a period during which the core functions of the Service are materially unavailable to the Customer as a whole, as measured by GRAND's monitoring systems.
1.2 Exclusions. The following are not Downtime: (a) planned maintenance of which GRAND has given at least forty-eight (48) hours' advance notice; (b) force majeure events (MTC clause 20); (c) issues caused by third-party services, integrations or networks outside GRAND's control; (d) issues caused by the Customer's own equipment, configuration or breach of the Agreement; and (e) suspension of access under MTC clause 7.
1.3 Maintenance windows. GRAND will use commercially reasonable efforts to schedule planned maintenance outside normal business hours and to minimise its duration.
2. Support
2.1 Support scope. GRAND provides support as described in MTC clause 12.2 (email support with the aim of responding within twenty-four hours on Danish business days, and phone support between 08:00 and 18:00 CET on Danish business days). No additional response times, resolution times or severity classifications apply under this SLA.
3. Service credits
3.1 Credit calculation. If GRAND does not meet the 99.5% uptime target in a calendar month, the Customer may request a service credit calculated as a percentage of the Customer's monthly share of the recurring subscription fees for that month (the "Monthly Fee", excluding VAT, one-off fees, onboarding, migration and third-party fees):
- (a) 99.0% to below 99.5% monthly uptime: 5% of Monthly Fee;
- (b) 95.0% to below 99.0% monthly uptime: 10% of Monthly Fee;
- (c) below 95.0% monthly uptime: 15% of Monthly Fee.
3.2 Cap. The maximum aggregate service credits in any twelve-month period shall not exceed one month's Monthly Fee. Credits sit within, and do not increase, the liability cap in MTC clause 16.1.
3.3 Claim procedure. To claim a credit, the Customer must send a written request to GRAND within thirty (30) days after the end of the affected month, stating the dates and approximate times of the Downtime. GRAND will verify the claim against its monitoring data, which is conclusive absent manifest error. Verified credits are applied to the next invoice, are not paid in cash and lapse if not claimed before the Agreement ends.
4. Sole and exclusive remedy
4.1 Limitation. Service credits are the Customer's sole and exclusive remedy, and GRAND's sole and exclusive liability, for any failure to meet the uptime target in this SLA (MTC clause 12.4). This does not limit the Customer's right to terminate for material breach under MTC clause 7.3.
5. Changes
5.1 Updates. GRAND may update this SLA subject to the notice and change provisions in MTC clause 13, including at least thirty (30) days' prior notice. The current version and changelog will be published on GRAND's website.
1. Availability
1.1 Uptime target. GRAND targets a monthly uptime of 99.5% for the Service, measured per calendar month as: (total minutes in the month minus Downtime minutes) divided by total minutes in the month. "Downtime" means a period during which the core functions of the Service are materially unavailable to the Customer as a whole, as measured by GRAND's monitoring systems.
1.2 Exclusions. The following are not Downtime: (a) planned maintenance of which GRAND has given at least forty-eight (48) hours' advance notice; (b) force majeure events (MTC clause 20); (c) issues caused by third-party services, integrations or networks outside GRAND's control; (d) issues caused by the Customer's own equipment, configuration or breach of the Agreement; and (e) suspension of access under MTC clause 7.
1.3 Maintenance windows. GRAND will use commercially reasonable efforts to schedule planned maintenance outside normal business hours and to minimise its duration.
2. Support
2.1 Support scope. GRAND provides support as described in MTC clause 12.2 (email support with the aim of responding within twenty-four hours on Danish business days, and phone support between 08:00 and 18:00 CET on Danish business days). No additional response times, resolution times or severity classifications apply under this SLA.
3. Service credits
3.1 Credit calculation. If GRAND does not meet the 99.5% uptime target in a calendar month, the Customer may request a service credit calculated as a percentage of the Customer's monthly share of the recurring subscription fees for that month (the "Monthly Fee", excluding VAT, one-off fees, onboarding, migration and third-party fees):
- (a) 99.0% to below 99.5% monthly uptime: 5% of Monthly Fee;
- (b) 95.0% to below 99.0% monthly uptime: 10% of Monthly Fee;
- (c) below 95.0% monthly uptime: 15% of Monthly Fee.
3.2 Cap. The maximum aggregate service credits in any twelve-month period shall not exceed one month's Monthly Fee. Credits sit within, and do not increase, the liability cap in MTC clause 16.1.
3.3 Claim procedure. To claim a credit, the Customer must send a written request to GRAND within thirty (30) days after the end of the affected month, stating the dates and approximate times of the Downtime. GRAND will verify the claim against its monitoring data, which is conclusive absent manifest error. Verified credits are applied to the next invoice, are not paid in cash and lapse if not claimed before the Agreement ends.
4. Sole and exclusive remedy
4.1 Limitation. Service credits are the Customer's sole and exclusive remedy, and GRAND's sole and exclusive liability, for any failure to meet the uptime target in this SLA (MTC clause 12.4). This does not limit the Customer's right to terminate for material breach under MTC clause 7.3.
5. Changes
5.1 Updates. GRAND may update this SLA subject to the notice and change provisions in MTC clause 13, including at least thirty (30) days' prior notice. The current version and changelog will be published on GRAND's website.
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