A commitment,
kept.
Terms are a promise. This page is the Service Level Agreement Conduction commits to for every SaaS and managed-hosting subscription: 95% uptime, set response and resolution times for each priority, ISO 27001-aligned security, and a clear capacity allowance. The Dutch version is the legally binding text; product-specific SLAs reference this baseline.
What Conduction commits to.
Every line below comes straight from the SLA further down this page. They apply to every SaaS or managed-hosting subscription Conduction sells, alongside the deliverables in the assignment agreement.
Conduction guarantees a monthly uptime of 95%, 24 hours a day, 7 days a week. Uptime is calculated as (Agreed service hours − Downtime hours) / Agreed service hours × 100%, rounded down to the nearest minute. Planned maintenance, reduced performance, internet outages, and factors outside Conduction's control are not counted as downtime.
Read the availability clause- Planned maintenance
- Reduced performance
- Force majeure
- Internet outages
- Customer or user actions
- Government enforcement
Service Level Agreement for [product]
[product] (production environments)
- Standard
- ISO/IEC 27001 aligned
- Uptime
- 95% · 24/7
- P1 response
- 2 h / 4 h / 8 h
- Office hours
- Mon–Fri 09:00–17:00
Introduction
This Service Level Agreement (SLA) sets out the arrangements between the organisation that uses [product] and Conduction, which delivers [product] as a SaaS solution. SaaS (Software as a Service) means software offered and used over the internet as a service. Customers pay for the software as a subscription based on use, rather than buying it outright. This SLA describes the levels of product availability and support customers can expect from Conduction for the duration of the agreement.
As an open-source software supplier, Conduction B.V. provides support on the hosting and operation of the code. Note: we do not provide third-line code maintenance or support on third-party code.
Definitions
The terms below carry the meaning indicated. Singular and plural are treated as equivalent. "Month", "quarter", and "year" refer to calendar month, calendar quarter, and calendar year unless stated otherwise. "Including" is non-limiting.
| Term | Meaning |
|---|---|
| Response time | The period between receiving a report and the moment Conduction acknowledges it. |
| Resolution time | The period that begins at the Response time and ends when Conduction has reported the Incident as resolved. |
| Downtime | The period during which the product is unavailable to the customer. "Downtime" excludes: planned maintenance; reduced performance; factors outside Conduction's control, including force majeure; internet outages; acts or omissions of the Customer and its Users; enforcement of government regulations. |
| Availability | The extent to which the service is accessible to authorised users. The service is not available if a priority-1 incident is in progress. |
| Planned Maintenance | Conduction will announce planned maintenance at least 24 hours in advance. Conduction aims to give notice within a reasonable timeframe and, where possible, schedule the outage during Maintenance Hours. |
| Maintenance Hours | Take place during office hours. |
| Incident | A P1, P2, or P3 report submitted by the customer. |
| Office Hours | Monday to Friday, 09:00–17:00. Public holidays excluded. |
| SLA Effective Date | The start date stated in the agreement and the date this SLA enters into force. |
| Ticket | An electronic request sent by the customer to Conduction (for example, a request to resolve an Incident). |
| Reduced Performance | A reduced quality of service as described in this SLA (for example, temporarily broken or temporarily unavailable functionality). |
Scope
This SLA applies only to the product and the professional services described in the Agreement. It does not apply to software, equipment, services, or other components of an information-technology system that are not procured or managed by Conduction.
Conduction will resolve material problems with the product, except where:
- the problem arose because the customer used the product in a way that conflicts with Conduction's instructions, training, or knowledge base;
- the customer has made unauthorised changes to the configuration or setup of the environment in question;
- the customer has obstructed Conduction in carrying out maintenance on the environment;
- the problem was caused by a third party;
- the problem was caused by user(s), for example by modifying part of the software or configuration, or by removing or assigning incorrect rights to users.
Effective date and term
This SLA enters into force on the start date and ends, without further notice, compensation, or refund, when the agreement expires or is terminated.
Availability
Conduction guarantees an uptime of 95%, 24 hours a day, 7 days a week. Uptime is calculated on a monthly average, rounded down to the nearest minute, using the formula:
Uptime % = (Agreed Service Hours − Downtime Hours) / Agreed Service Hours × 100%
Capacity
Conduction prices for small organisations and therefore includes a modest storage allowance in its subscriptions. Excess usage is billed afterwards based on actual consumption. Excess applies to over-use of servers or services; normal use should not trigger a true-up. The capacity included per organisation is:
- 5 GB storage
- 1 million queries per month
- 10 GB data transfer per month
How to report incidents
If a problem occurs, contact our helpdesk during office hours via the dedicated Slack channel, [email protected], or +31 85 303 6840. We aim to respond within 2 hours and a ticket will be assigned. Reports submitted outside office hours are picked up the next working day at 09:00.
Response and resolution times
We aim to respond as quickly as possible after receiving a report and to resolve the issue swiftly, depending on its complexity. Priority levels used for response and resolution:
- Priority 1 (P1): the software is entirely unavailable.
- Priority 2 (P2): issues that reduce service quality, such as intermittent site or product problems (for example, publications failing to come through).
- Priority 3 (P3): general issues such as product questions, feature requests, and development questions.
A customer may indicate a priority when submitting a report. A Conduction employee assesses it and handles it reasonably and fairly:
| Incident priority | Response time * | Workaround / Resolution * |
|---|---|---|
| P1 | 2 hours | 4 hours / 8 hours |
| P2 | 4 hours | 16 hours / 48 hours |
| P3 | 1 week | Planned |
* The hours stated apply within office hours only. Public holidays excluded.
Exceptions
Platform updates. Updates are always performed outside office hours. Incidents that occur during these updates are not classed as incidents under this SLA.
Non-attributable incidents. Incidents at the customer that occur outside Conduction's control are not classed as incidents under this SLA. These incidents are repaired on a time-and-materials basis.
Security updates. Updates carried out for security reasons are not classed as incidents under this SLA.
Security
Data security is essential to Conduction. Our security policy is fully aligned with ISO/IEC 27001, the internationally recognised standard for information-security management, and audited as part of the management system described on our Quality page.
Software updates
Within this SLA Conduction provides the customer with new versions, releases, and updates of the product. Because [product] is an open-source product, development of new versions, releases, and updates (beyond bug fixes and security updates) sits outside the SLA.
Periodic evaluation
A Conduction representative will attend the monthly community meeting for [product]. In this meeting the product is reviewed and the direction, roadmap, and decisions are explained.
Adopted by the management of Conduction B.V., Amsterdam, the Netherlands. The Dutch text at /nl/terms is the legally binding version; this English text is provided for convenience.
SLA FAQ.
What counts as downtime, and what doesn't?
Downtime is the period the product is unavailable to the customer (a P1 incident). It does not include planned maintenance, reduced performance, force majeure, internet outages, actions or omissions by the customer or users, or enforcement of government regulations.
Can I set my own priority on a ticket?
You can suggest a priority when reporting an incident. A Conduction employee reviews it and handles it reasonably and fairly. Final priority sits with us so the response and resolution targets remain meaningful.
What if an incident happens during a platform update?
Incidents that occur during platform updates are not classed as incidents under this SLA. We schedule updates outside office hours specifically to keep the working day undisrupted.
Where do I find the product-specific SLA?
Each [product] keeps its own SLA page that references this baseline and adds product-specific notes (capacity tweaks, communication channels). The OpenWoo edition lives at openwoo.app/Product/SLA; other products link from their own product page.
What if I exceed the included capacity?
Conduction prices for small organisations and includes 5 GB storage, 1 million queries, and 10 GB data transfer per organisation per month. Excess usage is billed afterwards based on actual consumption. Excess applies to over-use of servers or services; normal use should not trigger a true-up.
Does the SLA include new features?
No, only bug fixes and security updates. Because [product] is open-source, new feature development sits outside the SLA and is agreed per assignment.