Service Level Agreement
Effective 2026-04-02
This Service Level Agreement (the "SLA") forms part of the Agreement for every subscription to the Service, and applies to the Service provided by Aitonomy B.V. ("Aitonomy"). Capitalised terms have the meaning given in the SaaS Terms and Conditions.
1. Scope
1.1 This SLA applies to the Service. It does not apply to advisory, assessment, design or implementation work under the Services Terms and Conditions, nor to a Scan as defined in the Services Terms and Conditions.
1.2 Where the Service runs on the Customer's own environment or AI subscription, this SLA covers only the governed layer that Aitonomy operates. It does not cover the Customer's own subscription, the underlying model providers, or other third party services, whose availability is outside Aitonomy's control.
1.3 The quality, accuracy and fitness of Agent output is the Customer's responsibility under clause 5 of the SaaS Terms. This SLA covers the availability and support of the Service, not the output of Agents.
2. Availability
2.1 Aitonomy will use commercially reasonable efforts to keep the Service available. The base SLA does not set a guaranteed availability percentage and does not provide service credits.
2.2 Where the Order Form provides for it, an availability target, a measurement method and any service credits may be agreed for the Service. Absent such agreement, clause 2.1 applies.
2.3 The following are excluded from any availability measurement: planned maintenance notified under clause 3; force majeure; the Customer's systems, data or breach; and third party services that the Customer brings or contracts itself, including its own AI subscription (clause 3.2(b) of the SaaS Terms).
3. Planned maintenance
3.1 Aitonomy schedules planned maintenance outside business hours where reasonably practicable and notifies the Customer in advance of maintenance expected to cause material downtime.
3.2 Emergency maintenance to address a security or integrity risk may be performed without prior notice; Aitonomy will inform the Customer as soon as reasonably possible.
4. Support and response
4.1 Support is provided on Business Days during business hours, being 09:00 to 17:00 Amsterdam time, unless the Order Form states otherwise. The Customer reports issues through the support contact stated in the Order Form. Support covers the use and operation of the Service and the identification and resolution of material errors, not separate development or consultancy.
4.2 Aitonomy will use reasonable efforts to give a substantive first response, and to assign an owner, within the following target times by severity. These are targets, not guarantees, measured in business hours:
| Severity | Description | Target first response |
|---|---|---|
| P1 Critical | The Service is down, or materially unusable, with no workaround | 4 business hours |
| P2 High | A material feature is degraded or unavailable | 1 Business Day |
| P3 Normal | A limited issue or a question with limited impact | 2 Business Days |
| P4 Low | A cosmetic issue, minor request or general question | Best effort |
4.3 Aitonomy sets the initial severity in good faith and adjusts it with the Customer as more is known. The Customer provides the information reasonably needed to reproduce and diagnose an issue.
5. Security incidents
5.1 Aitonomy notifies the Customer without undue delay after becoming aware of a security incident that materially affects the confidentiality, integrity or availability of the Service or the Customer Data.
5.2 Personal Data Breaches are handled under the Data Processing Agreement, which sets out the notification obligations and their timing.
6. Remedies and review
6.1 Nothing in this SLA limits a party's rights on material breach under the SaaS Terms.
6.2 On request, and at least once per quarter where the Order Form provides for it, Aitonomy reports on availability and support performance. The parties review this SLA at least once per year.
Aitonomy B.V. · KvK 42198573
Version 2026-04-02