Service Level Agreement
Effective date: March 9, 2026 · Last updated: March 9, 2026
This Service Level Agreement (“SLA”) defines the service commitments CameleonPro UG (haftungsbeschränkt) (“CameleonPro”) makes to Subscribers of our field service management platform. This SLA is incorporated into and subject to the Terms of Service.
1. Platform Availability
1.1 Uptime Commitment
CameleonPro commits to maintaining 99.5% monthly uptime for the core platform services, measured as a percentage of total minutes in a calendar month.
| Plan | Monthly Uptime Target | SLA Credit Eligible |
|---|---|---|
| Starter | 99.0% | No |
| Established | 99.5% | Yes |
| Unlimited | 99.9% | Yes |
1.2 Uptime Calculation
Uptime is calculated as: (Total minutes − Downtime minutes) / Total minutes × 100%. “Downtime” means periods where the core platform (API, admin console, booking portal) is unavailable, as measured by our external monitoring systems.
1.3 Exclusions
The following are not counted as Downtime for SLA purposes:
- Scheduled maintenance windows (communicated at least 48 hours in advance via email and status page)
- Force majeure events (natural disasters, government actions, widespread internet outages)
- Issues caused by the Subscriber's systems, network, or third-party integrations
- Features in beta or preview
- DNS propagation delays outside CameleonPro's control
2. Support Response Times
Response times are measured from the moment a support ticket is received during business hours (Monday to Friday, 09:00–18:00 CET, excluding German public holidays).
| Severity | Description | Starter | Established | Unlimited |
|---|---|---|---|---|
| Critical (P1) | Platform entirely unavailable; data loss risk | 8 hours | 2 hours | 30 minutes |
| High (P2) | Major feature unusable; no workaround | 24 hours | 4 hours | 1 hour |
| Medium (P3) | Feature degraded; workaround available | 48 hours | 12 hours | 4 hours |
| Low (P4) | Minor issue, cosmetic, or feature request | 5 business days | 2 business days | 1 business day |
3. Service Credits
3.1 Eligibility
Service credits are available to Subscribers on the Established and Unlimited plans when monthly uptime falls below the committed target.
3.2 Credit Schedule
| Monthly Uptime | Service Credit (% of monthly fee) |
|---|---|
| 99.0% – 99.49% | 5% |
| 95.0% – 98.99% | 15% |
| Below 95.0% | 30% |
3.3 Claiming Credits
To claim a service credit, the Subscriber must submit a request to support@cameleonpro.com within 30 days of the end of the affected calendar month, including the dates and times of the outage. CameleonPro will verify the claim against our monitoring records and apply credits to the next billing cycle.
3.4 Limitations
- Service credits are capped at 30% of the monthly subscription fee for the affected month
- Credits are non-transferable and cannot be converted to cash
- Credits do not apply if the Subscriber is in breach of the Terms of Service
4. Scheduled Maintenance
CameleonPro performs regular maintenance to ensure platform reliability and security. We commit to:
- Providing at least 48 hours advance notice for planned maintenance
- Scheduling maintenance during low-traffic windows (typically Sunday 02:00–06:00 CET)
- Limiting planned maintenance to a maximum of 4 hours per month
- Posting real-time status updates on our status page during maintenance
Emergency maintenance (e.g., critical security patches) may be performed with shorter notice. We will communicate these as early as possible.
5. Data Backup and Recovery
- Automated daily backups of all Subscriber data
- Point-in-time recovery capability for the last 30 days
- Backups are encrypted and stored in a geographically separate EU data center
- Recovery time objective (RTO): 4 hours for Unlimited, 12 hours for Established
- Recovery point objective (RPO): 1 hour (maximum data loss in a disaster scenario)
6. Incident Communication
During service incidents, CameleonPro will:
- Acknowledge the incident within the response times defined in Section 2
- Provide regular status updates at least every 30 minutes during Critical (P1) incidents
- Publish a root cause analysis (RCA) within 5 business days of a Critical (P1) incident's resolution
- Communicate via email and our public status page
7. Changes to This SLA
CameleonPro may update this SLA from time to time. We will notify affected Subscribers at least 30 days before material changes take effect. The most current version is always available on this page.
8. Contact
For SLA-related inquiries or service credit requests:
- Email: support@cameleonpro.com
- Address: CameleonPro UG (haftungsbeschränkt), Berlin, Germany