01 Definitions
- Available
- the Service is accessible by Users and processes valid requests with normal responses, measured at the application layer.
- Downtime
- a continuous period of five (5) minutes or more during which the Service is not Available, excluding Excluded Events (§3).
- Monthly Uptime Percentage
- (Total minutes in the calendar month − Downtime minutes) ÷ Total minutes in the calendar month, expressed as a percentage.
- Service Credit
- a credit, calculated as a percentage of the Customer's monthly subscription fee for the affected month, applied to a future invoice.
- Severity Level
- the impact classification of a support request, defined in §5.
- Response Time
- the elapsed time between EDMA receiving a properly-filed support request and an initial human (not automated) response.
Terms not defined here have the meanings given in the Terms of Service.
02 Uptime commitment
EDMA commits to a Monthly Uptime Percentage of at least 99.5% for the Service during v1. This translates to no more than approximately 3 hours 39 minutes of Downtime in a 30-day month, or about 22 minutes per week.
This target reflects the realistic operating record of a pre-launch platform. As the operating history extends and the architecture matures, EDMA expects to tighten the target. Updates will be announced at least 30 days in advance and reflected in this document.
The uptime commitment applies to TradeOS application availability (read & write operations on the operator's tenant via the supported web and API surfaces). It does not apply to non-production environments (sandbox, preview, beta), to features marked “beta” or “preview” in-product, or to the marketing site at edma.trade.
03 Excluded events
The following are not counted as Downtime and do not give rise to Service Credits:
- Scheduled maintenance — windows announced at least seven (7) days in advance under §6;
- Emergency maintenance — windows required to address security or stability issues, announced as soon as practicable;
- Force majeure — events beyond EDMA's reasonable control, including natural disaster, war, civil unrest, government action, internet backbone failures, telecommunications outages, or DDoS attacks of a magnitude that overwhelms commercially-reasonable protections;
- Customer-caused outages — including misuse of the Service, exceeding documented API rate limits, exhaustion of plan-level resource limits, or actions taken under Customer instruction or configuration;
- Third-party outages outside EDMA's direct control — including, for clarity, partial unavailability of optional integrations (e.g. carrier APIs, accounting integrations) when the cause is the third-party provider;
- Beta or preview features — anything marked as beta, preview, experimental, or trial.
04 Service credits
If EDMA fails to meet the Monthly Uptime Percentage commitment in §2 and the Customer files a proper claim under §7, EDMA will issue a Service Credit calculated as follows.
| Monthly Uptime % | Service Credit (% of monthly fee) |
|---|---|
| ≥ 99.5% | None (commitment met) |
| ≥ 99.0% and < 99.5% | 10% |
| ≥ 95.0% and < 99.0% | 25% |
| < 95.0% | 50% |
Application of credits. Service Credits are calculated against the Customer's monthly subscription fee for the affected month (annual fees are pro-rated to a monthly equivalent). Credits are applied to the next invoice and may not be redeemed for cash. Total credits in any given month will not exceed 50% of the monthly fee for that month.
Service Credits are the Customer's sole and exclusive remedy for Downtime, subject to the limitation of liability in the Terms of Service.
05 Support tiers & response times
Support is provided by email to [email protected] with subject [Support]. Higher-tier plans may include dedicated channels (Slack Connect, shared inbox) as described in the relevant Order Form or pricing page.
Severity definitions
- S1 — Critical. The production Service is unavailable or substantially impaired for the Customer; no workaround exists.
- S2 — High. Major feature degradation affecting business operations; a workaround may exist but is impractical for sustained use.
- S3 — Normal. Minor feature issue, cosmetic defect, or how-to question with limited impact on operations.
- S4 — Low. Feature request, enhancement suggestion, or documentation feedback.
Initial response targets
| Severity | Standard plan | Pro plan | Enterprise plan |
|---|---|---|---|
| S1 | 4 business hours | 2 business hours | 30 minutes, 24×7 |
| S2 | 1 business day | 4 business hours | 2 business hours |
| S3 | 2 business days | 1 business day | 4 business hours |
| S4 | Best effort | 3 business days | 1 business day |
Business hours are 09:00–18:00 CET, Monday to Friday, excluding EDMA holidays. Enterprise 24×7 coverage for S1 applies year-round including weekends and holidays. Response Times are measured from properly-filed requests; requests missing the information needed to triage may be paused while EDMA requests clarification.
06 Maintenance windows
Scheduled maintenance. Where practicable, EDMA performs maintenance during a standing window of Sunday 02:00–06:00 CET. Notice of scheduled maintenance is posted to the in-app status banner and emailed to administrator contacts at least seven (7) days in advance.
Emergency maintenance. EDMA may perform emergency maintenance outside the standing window to address security, stability, or data-integrity issues. EDMA will provide as much advance notice as the circumstances permit and will work to minimise disruption.
Beta features. Features in beta or preview may be modified or removed without the notice obligations above.
07 Claim process
To claim a Service Credit, the Customer must submit a written claim within thirty (30) days of the end of the affected month, to [email protected] with subject [SLA claim]. The claim must include:
- the Customer's account identifier and the affected period;
- a description of the Downtime, including timestamps (UTC), affected functions, and the impact on the Customer's operations;
- any evidence the Customer relied on (e.g. screenshots, browser console logs, API responses with timestamps).
EDMA will acknowledge the claim within five (5) business days and respond with a decision within fifteen (15) business days. Where EDMA confirms a Service Credit is due, it will be applied to the next invoice. Where EDMA disputes the claim, it will provide its measurement evidence and the parties will work in good faith to resolve any discrepancy.
08 Status reporting
EDMA publishes a public status page where incidents, scheduled maintenance, and degraded-performance events are posted in near real time. The status page is the authoritative source of EDMA's measurement of Service availability. Historical incident reports are archived on the status page and are available on request to [email protected] with subject [SLA history].
09 Changes
EDMA may update this SLA from time to time, including by tightening uptime targets, adjusting Service Credit percentages, or adding new severity tiers. Material changes that reduce the Customer's entitlements will be notified to administrator contacts at least thirty (30) days before they take effect. Continued use of the Service after the effective date constitutes acceptance.