Service Level Agreement
5.1 Uptime Commitment
Engrate commits to 99.5% uptime for the Cost of Energy Sweden Product, measured on a calendar-month basis, excluding scheduled maintenance and SLA exclusions as set out in Section 5.3 below.
5.2 SLA Credits and Compensation
In the event of service downtime exceeding the 99% uptime commitment:
- The Customer must submit a claim for compensation within fourteen (14) days of the technical issue occurrence.
- SLA credits shall be calculated according to the following schedule:
| MONTHLY UPTIME | CREDIT APPLIED |
| 99.5% – 99.0% | 10% of monthly service fees |
| 99.0% – 98.0% | 25% of monthly service fees |
| Below 98.0% | 50% of monthly service fees |
SLA credits represent the Customer’s sole and exclusive remedy for service availability issues.
5.3 SLA Exclusions
The uptime commitment does not apply to:
- Scheduled maintenance windows communicated at least forty-eight (48) hours in advance.
- Issues caused by the Customer’s systems, network, or configuration.
- Force majeure events as defined in Section 11.
5.4 Liability Cap for SLA Breaches
Engrate’s total liability for SLA breaches and service credits shall not exceed the total fees paid by the Customer to Engrate during the twelve (12) month period immediately preceding the claim.