LicenseMeter Service Level Agreement

This SLA applies to the hosted LicenseMeter service on paid plans, regardless of purchase channel (direct, invoice or Microsoft Marketplace).

We target 99.5% monthly availability of the LicenseMeter web application and API. Excluded from the calculation: scheduled maintenance announced at least 48 hours in advance and performed outside 08:00 to 18:00 CET/CEST on business days; outages of Microsoft 365, Microsoft Graph or Entra ID; issues caused by the customer's tenant configuration, revoked consent or network; and events beyond our reasonable control. Scheduled data synchronisation (typically nightly) is a feature, not part of availability.

If monthly availability falls below target, the customer receives a credit on the monthly fee for the affected month: below 99.5%: 5%, below 99.0%: 10%, below 95.0%: 25%. Credits must be requested within 30 days after the end of the affected month via the support address, are applied to the next billing period, and are the sole remedy for availability shortfalls. Only the highest applicable credit applies. For Microsoft Marketplace purchases, credits are applied as agreed with the customer.

Support is available by email at support@ugurlabs.com and the support form, Monday to Friday, 09:00 to 17:00 CET/CEST, excluding public holidays in North Rhine-Westphalia, Germany. Response times:

• Critical (service unavailable for all users, or suspected security incident): 4 business hours
• High (core feature unusable, no workaround): 1 business day
• Normal (questions, minor issues, feature requests): 2 business days

Response time means a first response by a person, not resolution.

Customers affected by a security incident involving their data are notified without undue delay and at the latest within 48 hours of confirmation.

The production database is backed up daily. Recovery objectives: restoration within 24 hours (RTO) with at most 24 hours of data loss (RPO).

We may update this SLA with 30 days' notice. Changes never reduce commitments during a paid term already in effect.