Service Level Agreement (SLA

This Service Level Agreement (“SLA”) is an addendum to the Terms of Service between advox GmbH (“advox”, “we”, “us”) and the Customer (“you”, “Client”), applicable to paid subscription tiers with SLA coverage.
This SLA outlines the service availability, support entitlements, and remedy mechanisms offered to eligible customers. It does not apply to users on the Free Plan.

1. Definitions

“Service Availability” means the ability of the advox platform to perform core functions (account access, file upload/download, campaign previews, streaming delivery) during a given billing cycle.
“Monthly Uptime Percentage” means the total number of minutes the platform is fully operational in a calendar month, divided by the total minutes in that month, excluding scheduled maintenance.
“Support Hours” refer to business hours from 09:00 to 17:00 CET, Monday through Friday, excluding Austrian public holidays.

2. Uptime Commitment

advox targets a Monthly Uptime Percentage of 99.9% for platform availability, calculated per calendar month.
This commitment excludes:
Scheduled maintenance (with prior notice)
Force majeure events (e.g., natural disasters, war, government restrictions)
Outages caused by third-party providers outside advox’s direct control
Downtime due to Customer actions (misconfiguration, excessive usage, ToS breach)
advox does not guarantee uninterrupted or error-free service but commits to proactively monitor and restore service continuity.

3. Maintenance and Updates

Scheduled maintenance may occur periodically and is typically announced at least 24 hours in advance. In urgent cases (e.g. security patches), shorter notice may apply.
We strive to perform updates with minimal user disruption. Temporary reductions in performance or functionality during deployment windows shall not count against uptime calculations.

4. Support Levels

Depending on your subscription tier, you are entitled to the following support:

Severity levels are assigned at advox’s discretion based on impact. Actual response time may vary due to complexity or external dependencies.

5. Remedies and Limitations

If Monthly Uptime falls below 99.0%, and this is not due to exclusions outlined in Section 2, the Customer may request a service credit equivalent to:
5% of the monthly fee for uptime between 98.0%–99.0%
10% of the monthly fee for uptime between 95.0%–98.0%
25% of the monthly fee for uptime below 95.0%
The maximum cumulative credit in any billing period shall not exceed 25% of the affected month’s subscription fee. Credits are only issued upon written request received within 30 days of the incident.
Credits are applied to future invoices and cannot be exchanged for refunds or cash.

6. Exclusions

This SLA does not apply to:
Free-tier users
Failures due to denial-of-service attacks or malware beyond our control
Platform unavailability due to excessive usage or plan overages
Use of unsupported browsers or third-party software
Features explicitly labeled as “beta” or “experimental”

7. Modifications

advox may update this SLA to reflect changes in service or policy, with 30 days’ advance notice. Continued use of the service constitutes acceptance of the revised terms.

8. Contact

All SLA-related inquiries should be directed to: support@advox.io