Service Level Agreement (SLA)
ProcessMind Service Level Agreement
Effective date: April 14, 2026
1. Scope
This Service Level Agreement (“SLA”) sets out ProcessMind’s service availability and incident response commitments for eligible paid subscriptions to the ProcessMind cloud platform available at app.processmind.com (the “Service”).
This SLA applies only to the production Service used under a paid subscription, unless the applicable Order or subscription terms state otherwise. This SLA does not apply to free, trial, beta, preview, early access, experimental, or other non-generally available services or features.
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.
For transparency, ProcessMind measures uptime using automated synthetic monitoring that performs a representative end-to-end transaction against the production Service approximately once per minute from the same AWS region that hosts the Service. Each probe authenticates, executes a data query, and validates the response. A probe is considered failed when it returns an error, times out, or produces an invalid response.
Downtime is determined by identifying consecutive probe failures. A Downtime period begins when five or more consecutive probes fail and ends when the first subsequent probe succeeds.
ProcessMind publishes current service status and historical uptime data at processmind.com/status. This data is updated regularly and is available independently of the production Service.
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
To receive a service credit, Customer must submit a written claim to support@processmind.com within 30 days after the end of the calendar month in which the SLA event occurred. The 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.
8. Incident Communications
For Critical and High incidents, ProcessMind will use commercially reasonable efforts to:
- acknowledge the incident within the applicable target response time
- provide periodic status updates while the incident remains active
- publish real-time service status at processmind.com/status
- provide a post-incident summary for Critical incidents after resolution when reasonably appropriate
9. Scheduled Maintenance and Continuous Updates
ProcessMind may perform scheduled maintenance to improve, update, or secure the Service. Planned maintenance that may affect availability will be communicated at least 48 hours in advance whenever reasonably practicable.
ProcessMind also continuously deploys improvements, bug fixes, and new features. Non-disruptive updates that do not materially affect Service availability do not count as Scheduled Maintenance or Downtime. In some cases, a page reload may be required to activate new functionality.
10. Backups and Disaster Recovery
ProcessMind performs automated backups of production customer data at least daily. 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.
This SLA does not create a separate recovery time objective, recovery point objective, or data durability warranty unless expressly stated in the applicable Order.
11. 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 commitments and service credits described here.
12. 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.