Soma1. Order-specific commitments
This schedule sets the matters a SomaHQ SLA must settle when incorporated into an order with EUTS. It does not promise a default uptime percentage, continuous staffing, recovery time or credit. A contractual commitment exists only where the parties record its value and covered service. On-premises infrastructure is included only if EUTS is contracted to operate it.
2. Availability and measurement
The order must name covered production endpoints, monitoring source, measurement period, failure criteria and start/end rules. A typical calculation is (eligible minutes minus qualifying unavailable minutes) divided by eligible minutes, multiplied by 100. Define minimum incident duration, partial failures, disputed measurements and reporting access before relying on this formula.
Maintenance, third-party, customer-component or force-majeure exclusions must be explicit, proportionate and attributable to the cause. State maintenance notice, windows and any monthly exclusion limit. A supplier’s failure is not automatically excluded where EUTS remains contractually responsible.
3. Support and escalation
State channels, hours and timezone, public-holiday calendar, severity definitions, response targets, update cadence, escalation contacts and critical-incident coverage. Initial response and restoration are different measures. A public enquiry address is not a staffed emergency hotline or an assurance of 24-hour cover.
4. Backups and recovery
Record backup scope, frequency, encryption, separate storage location, maximum age of recoverable data (RPO), restoration objective (RTO), retention, monitoring and restore-test evidence. Identify who restores integrations and customer-managed components. No recovery objective is established by the general security overview.
5. Credits and remedies
If credits are agreed, record thresholds, eligible fees, claim procedure and deadline, maximum credit and treatment of service expiry. No credit table is implied. Mandatory remedies, the liability exceptions in the terms and data-protection rights remain unaffected. Material changes require the agreed contract process.
SomaHQ · EUTS UG (haftungsbeschränkt)
contact@euts.ai · Legal hub