Scope
1.1This Schedule forms part of the Subscription Agreement and applies to the tier stated in the Customer’s Order Form. It does not apply to Free Accounts or Connected Accounts.
1.2An enterprise agreement may specify enhanced commitments. Where it does, the enterprise agreement prevails.
Uptime Commitment
2.1Prduct commits to the following monthly uptime for the Platform:
| Tier | Monthly uptime |
|---|---|
| Starter | 99.0% |
| Plus | 99.5% |
| Premium | 99.5% |
| Enterprise | 99.8% (may be enhanced in the enterprise agreement) |
2.2Monthly uptime is measured by Prduct’s third-party monitoring service as the percentage of minutes in the calendar month during which the Platform was available, excluding the periods in Section 2.3. The current public monitor is at https://stats.uptimerobot.com/eTu32tomF5.
2.3Excluded from the measurement: (a) scheduled maintenance notified at least 14 days in advance (for Enterprise, coordinated with the Customer); (b) emergency maintenance; (c) force majeure; (d) failures of third-party infrastructure or services, including AWS; (e) causes attributable to the Customer or its users; (f) suspension under the Subscription Agreement.
Service Credits
3.1If monthly uptime falls below the commitment, the Customer is entitled to a credit of the monthly fee (annual fee divided by 12) for the affected tier as follows:
| Tier | Below 99.8% | Below 99.5% | Below 99.0% |
|---|---|---|---|
| Starter | None | None | None |
| Plus | None | None | None |
| Premium | None | 5% | 10% |
| Enterprise | 5% | 10% | 15% |
3.2Credits must be claimed by email to billing@prduct.com within 30 days after the end of the affected month and are applied to the next invoice. Credits are not paid in cash and do not exceed the highest percentage in Section 3.1 per month.
3.3Credits are the Customer’s sole remedy for failure to meet the uptime commitment.
Support
4.1Support is available Monday to Friday, 09:00 to 16:00 CET, excluding Danish public holidays, through the channels below. Requests are prioritised by tier in the order Enterprise, Premium, Plus, Starter.
| Tier | Channels | Critical | High | Normal | Basis |
|---|---|---|---|---|---|
| Starter | Email, chat | 24 bh | 48 bh | 96 bh | Target |
| Plus | Priority email, chat | 12 bh | 24 bh | 48 bh | Target |
| Premium | Priority email, chat | 6 bh | 12 bh | 24 bh | Committed |
| Enterprise | Dedicated email, chat, phone | 4 bh | 8 bh | 24 bh | Committed |
4.2“bh” means business hours within the support hours in Section 4.1. Response time is the time to first qualified response, not resolution.
4.3Severity levels: Critical means the Platform is unavailable, data is lost or a security incident has occurred. High means a major feature is unavailable or significantly degraded. Normal covers general questions, minor defects and feature requests.
4.4Enterprise customers are assigned a named account manager (strategic guidance, quarterly reviews, escalation) and, for larger implementations, a technical account manager, with direct escalation to engineering and management.
4.5Premium includes up to 10 hours of onboarding assistance, training access and API support. Enterprise onboarding, training and implementation are scoped in the enterprise agreement.
Data, Backup and Export
5.1Master data is retained for the duration of the subscription. Communication history is retained for 90 days (Enterprise: as agreed).
5.2Backups are performed regularly for all tiers. Premium and Enterprise backups are geo-redundant. For Enterprise, recovery is guaranteed for data from the preceding 365 days.
5.3Export is available in standard formats (CSV, Excel, JSON) for all tiers. API access and export frequency depend on the tier as published at prduct.com/plans. Enterprise customers receive priority export and migration support.
5.4Enterprise customers may agree custom data residency within AWS EU regions in the enterprise agreement.
Changes
6.1Prduct may amend this Schedule in accordance with Section 12 of the Subscription Agreement (Enterprise: 60 days’ notice).