Service Level Agreement (SLA)

Last updated: June 5, 2026

This SLA describes the availability and support of the Service of Riemersma RMS and is part of the terms of service.

1. Availability

We aim for a monthly availability of 99% (measured excluding planned maintenance). We announce planned maintenance at least 24 hours in advance and schedule it outside office hours where possible.

2. Support and response times

Support runs via email (rowan@riemersma.co.nl); critical outages may also be reported by phone. Target response times on business days:

3. Service credit

In case of more than 5 consecutive days of unavailability due to a cause attributable to us, you may request a service credit within 7 days of recovery of up to 50% of the monthly invoice (with a minimum own contribution for operational costs), up to 2x per year.

4. Exclusions

Outside this SLA fall, among others: planned maintenance, force majeure, outages at external parties (hosting, internet, payment provider), DDoS attacks, problems caused by your own equipment or internet, test/beta features, and suspension due to non-payment or breach of the terms.

5. Compensation

Beyond the service credit, further compensation is limited in accordance with the terms of service.

Questions? Email rowan@riemersma.co.nl.