Service Level Agreement (SLA) & Support
ProcessMind Service Level Agreement
Effective date: September 14, 2026
1. Scope
This Service Level Agreement (“SLA”) sets out ProcessMind’s service availability, support, and incident response commitments for eligible subscriptions to the ProcessMind cloud platform available at app.processmind.com (the “Service”).
The availability, service credit and incident response commitments in Sections 3–7 and 9–13 apply only to the production Service used under a paid subscription, unless the applicable Order or subscription terms state otherwise, and do not apply to free, trial, beta, preview, early access, experimental, or other non-generally available services or features. Section 8 (Support) applies to all customers.
2. Definitions
For purposes of this SLA:
- “Monthly Uptime Percentage” means the total number of minutes in a calendar month, minus Downtime Minutes in that month, divided by the total number of minutes in that month, expressed as a percentage.
- “Downtime” means a period of at least five consecutive minutes during which the production Service is materially unavailable to all users, or materially unavailable for a substantial portion of users, due to a failure in ProcessMind-controlled systems.
- “Downtime Minutes” means the total number of whole minutes of Downtime in a calendar month.
- “Monthly Subscription Fee” means the recurring fee actually paid for the affected production Service for the calendar month in which the SLA event occurred, excluding one-time fees, implementation fees, taxes, and third-party charges.
ProcessMind measures uptime using automated synthetic monitoring against the production Service approximately once per minute. Downtime is determined from consecutive monitoring failures; further detail is published on the status page. ProcessMind publishes current service status and historical uptime data at processmind.com/status.
Monthly Uptime Percentage = ((Total Minutes in Month − Downtime Minutes) / Total Minutes in Month) × 100
3. Availability Commitment
ProcessMind commits to a Monthly Uptime Percentage of 99.9% for the production Service during each calendar month.
4. Exclusions
The following are excluded from Downtime and from any service credit calculation under this SLA:
- Scheduled maintenance communicated at least 48 hours in advance through email, the application, or another reasonable customer notice channel
- Emergency maintenance required to mitigate security, integrity, or service stability risks
- Force majeure events beyond ProcessMind’s reasonable control, including natural disasters, acts of government, widespread internet failures, and failures of third-party networks not specific to ProcessMind
- Customer-caused issues resulting from customer systems, custom configurations, internet connectivity, or third-party integrations not managed by ProcessMind
- Suspensions or restrictions permitted under the Customer Agreement or required by law
- Free, beta, preview, experimental, or pre-GA functionality
5. Service Credits
If ProcessMind does not meet the Monthly Uptime Percentage commitment in a calendar month, Customer may be eligible for the following service credits for the affected Service:
| Monthly Uptime Percentage | Service Credit |
|---|---|
| Less than 99.9% but equal to or greater than 99.0% | 10% of the Monthly Subscription Fee |
| Less than 99.0% but equal to or greater than 95.0% | 25% of the Monthly Subscription Fee |
| Less than 95.0% | 50% of the Monthly Subscription Fee |
Service credits:
- apply only to future invoices or subscription renewals and are not refundable in cash
- are Customer’s sole and exclusive remedy for ProcessMind’s failure to meet the availability commitment in this SLA
- may not exceed 50% of the Monthly Subscription Fee for the affected Service for the applicable month
- will not be provided where Customer is in material payment default at the time the claim is submitted
6. Service Credit Claims
Service credits are applied upon a verified claim. If ProcessMind’s monitoring data shows that the Monthly Uptime Percentage commitment was not met for a calendar month, Customer may request the applicable service credit by writing to support@processmind.com within 30 days after the end of the calendar month in which the SLA event occurred. Customer may also submit a claim if it believes Downtime occurred, including Downtime that is not reflected in the monitoring data. A claim must include:
- the words “SLA Claim” in the subject line
- the dates and approximate times of the claimed Downtime
- a description of the observed impact on the Service
- reasonable supporting information, such as ticket numbers, screenshots, or user reports
ProcessMind will review the claim and, if approved, apply the applicable service credit within the next billing cycle that is reasonably practicable.
7. Incident Severity and Response Targets
ProcessMind classifies production incidents as follows:
| Severity | Description | Target Initial Response Time |
|---|---|---|
| Critical | Production Service is unavailable to all users, or a security incident or major defect causes a complete halt of core workflows | Within 2 hours, 24x7 |
| High | Core functionality is materially degraded for multiple customers, but the Service remains partially available | Within 4 business hours |
| Medium | A feature is impaired and a workaround may exist, or impact is limited to one customer environment | Within 1 business day |
| Low | Low-impact defects, cosmetic issues, questions, or enhancement requests | Within 2 business days |
Business hours for this SLA are Monday through Friday, 09:00 to 18:00 Central European Time, excluding public holidays in the Netherlands.
Response times refer to the time for ProcessMind to acknowledge receipt and begin triage. They are not resolution commitments. ProcessMind maintains a 24x7 on-call rotation staffed by its senior engineering team for Critical incidents, and will continue response efforts until the incident is resolved or a workaround is in place; however, actual resolution may depend on factors outside ProcessMind’s control, including action by a third-party provider such as AWS.
8. Support Channels, Hours and Escalation
Customers may contact ProcessMind through the in-application support channels or by email at support@processmind.com. Please include a clear description of the issue, the affected environment, the observed impact, and any relevant screenshots or error messages.
Production service disruptions are handled ahead of general guidance requests or feature suggestions, and incident response targets for production availability issues are governed by Section 7. For all other requests, ProcessMind targets the following initial response times:
| Request type | Target initial response time |
|---|---|
| General product question or non-urgent support request | Within 2 business days |
| Feature request or product feedback | Within 5 business days |
| Billing or account administration request | Within 2 business days |
These are target response times for acknowledgment and triage, not guaranteed resolution times.
Standard support operates Monday through Friday, 09:00 to 18:00 Central European Time, excluding public holidays in the Netherlands; Critical production incidents are covered 24x7 under Section 7. Support covers standard intake and triage and does not create separate warranties, service credits, or contractual remedies. Free, trial, beta, preview, and experimental services may receive limited or no support. Product suggestions and enhancement requests may be submitted through the same channels, but ProcessMind is not obligated to implement any requested feature or roadmap item.
9. Incident Communications
For Critical and High incidents, ProcessMind will use commercially reasonable efforts to acknowledge the incident within the target response time, provide periodic updates while it remains active, publish status at processmind.com/status, and provide a post-incident summary for Critical incidents after resolution. See the Disaster Recovery, Business Continuity & Incident Response summary for details.
10. Scheduled Maintenance and Continuous Updates
ProcessMind may perform scheduled maintenance and continuously deploys improvements, bug fixes, and new features. Planned maintenance that may affect availability will be communicated at least 48 hours in advance whenever reasonably practicable. Non-disruptive updates that do not materially affect Service availability do not count as Scheduled Maintenance or Downtime.
11. Backups and Disaster Recovery
In the event of data loss caused by a failure within ProcessMind’s controlled infrastructure, ProcessMind will use commercially reasonable efforts to restore affected data from the most recent available backup. Backup and recovery arrangements are described in the Disaster Recovery, Business Continuity & Incident Response summary and the Security Measures. This SLA does not create a separate recovery time objective, recovery point objective, or data durability warranty unless expressly stated in the applicable Order.
12. Relationship to Other Agreements
This SLA forms part of the applicable Customer Agreement or other governing subscription terms. Except for the service credits expressly described in this SLA, all liability limitations, disclaimers, exclusions, and remedies in the governing agreement continue to apply.
If there is a conflict between this SLA and the governing agreement, this SLA controls only with respect to the specific service level, support and service credit commitments described here.
13. Changes to This SLA
ProcessMind may update this SLA from time to time. Material changes will apply prospectively and will be communicated through email, the application, or another reasonable customer notice channel. The effective date at the top of this document reflects the date of the most recent update.