SERVICE LEVEL AGREEMENT (SLA)
This Service Level Agreement (“SLA”) forms part of the Terms of Service or Master Service Agreement (the “Agreement”) between TAB.DIGITAL (“Provider”, “we”, “us”) and the customer (“Customer”, “you”).
This SLA describes the service levels, support coverage, and operational standards applicable to certain services provided by TAB.DIGITAL.
1. Scope of SLA
1.1 Covered Services
This SLA applies solely to the following TAB.DIGITAL services:
1.2 Service Plan Categories and Coverage
Service levels and support commitments vary depending on the subscribed service plan.
1.2.1 Nextcloud One and Private Cloud Service
Includes:
If a 30-day free service period is provided:
1.2.2 Business Packages
Core Package
Includes:
Advanced Package
Includes:
Ultimate Package
Includes:
1.2.3 Enterprise Services
Enterprise Services apply to large-scale, regulated, custom, or mission-critical deployments.
Enterprise Services may include:
1.3 Incident Classification
All support requests must be submitted through the official TAB.DIGITAL Client Area.
Support tickets are classified under one of the following priorities:
High
Complete service outage or major impairment of core functionality.
Medium
Partial service degradation or limited functional impairment.
Low
General inquiries, configuration assistance, or minor issues.
1.4 Exclusions
This SLA does not apply to:
1.5 General Conditions
SLA commitments apply only when:
2. Service Availability and Uptime Commitment
2.1 Availability Commitment
TAB.DIGITAL commits to the following monthly uptime availability levels for paid production services:
Nextcloud One and Private Cloud Service
99.5% monthly uptime
Business Packages (Core, Advanced, Ultimate)
99.9% monthly uptime
Enterprise Services (if expressly contracted)
Up to 99.95% monthly uptime, where defined in the applicable Order Form or Enterprise Addendum
Availability is calculated on a calendar-month basis.
2.2 Definition of Uptime
“Uptime” is defined as the total number of minutes in a calendar month minus the total number of minutes of Verified Service Unavailability, divided by the total number of minutes in that month.
“Verified Service Unavailability” means a complete inability to access the core service functionality for all users, as confirmed by TAB.DIGITAL monitoring systems.
The following do not constitute downtime:
2.3 Scheduled Maintenance
TAB.DIGITAL may perform scheduled maintenance to ensure system stability, security, and performance.
Scheduled maintenance may occur during low-traffic hours and, where reasonably possible, will be announced in advance. Scheduled maintenance does not count toward downtime calculations.
Emergency maintenance may be performed without prior notice where necessary to protect infrastructure integrity or security.
2.4 Service Credits
If monthly uptime falls below the committed availability level, the Customer may request a service credit as follows:
3. Support Response Times
3.1 General Support Framework
TAB.DIGITAL provides technical support through the official Client Area. All support requests must be submitted as a support ticket through the Client Area in order to qualify for SLA response commitments.
Response time means the time between ticket submission and the initial acknowledgment by a TAB.DIGITAL support representative confirming that the incident is under review.
Response time does not mean resolution time. Resolution times are not guaranteed and depend on the complexity and nature of the issue.
Support response commitments apply only to active, paid subscriptions in good standing.
3.2 Business Hours
Unless otherwise expressly contracted, Business Hours are defined as:
Monday to Friday
09:00 – 18:00 CET
Excluding public holidays at the Provider’s registered office location (Latvia, Riga).
Support requests submitted outside Business Hours are deemed received at the beginning of the next Business Day, except where 24/7 support is expressly included.
3.3 Priority Levels
Support incidents are classified as:
High
Medium
Low
Priority classification is determined by TAB.DIGITAL based on business impact and technical severity. The Provider reserves the right to reclassify tickets where appropriate.
3.4 Response Time Commitments by Service Plan
Nextcloud One and Private Cloud Service
(Standard Support – Business Hours)
High
Response within 8 Business Hours
Medium
Response within 1 Business Day
Low
Response within 2 Business Days
Core Business Package
(Standard Support – Business Hours)
High
Response within 4 Business Hours
Medium
Response within 1 Business Day
Low
Response within 2 Business Days
Advanced Business Package
(Priority / Business Support)
High
Response within 2 Business Hours
Medium
Response within 8 Business Hours
Low
Response within 1 Business Day
Ultimate Business Package
(Priority / Business Support + Dedicated Account Manager)
High
Response within 2 Business Hours
Medium
Response within 6 Business Hours
Low
Response within 1 Business Day
The Dedicated Account Manager provides coordination and escalation support but does not alter technical resolution timelines unless otherwise agreed.
Enterprise Services
(If 24/7 Support is Contracted)
High
Response within 1 hour (24/7)
Medium
Response within 4 hours
Low
Response within 1 Business Day
24/7 response commitments apply only where expressly stated in the applicable Order Form or Enterprise Addendum.
3.5 Exclusions and Conditions
Support response commitments do not apply to:
4. Customer Responsibilities
4.1 General Obligations
In order to receive the service levels described in this SLA, the Customer agrees to:
Maintain accurate and up-to-date account information in the Client Area.
Ensure that all subscription fees are paid in full and on time.
Use the services in compliance with the Terms of Service, Acceptable Use Policy, and applicable laws and regulations.
Provide accurate and complete information when submitting support requests.
Cooperate with TAB.DIGITAL in diagnosing and resolving incidents.
4.2 Technical Responsibilities
The Customer is responsible for:
4.3 Backup Responsibility
Unless otherwise expressly agreed in writing, the Customer remains responsible for maintaining independent backups of critical data.
While TAB.DIGITAL may provide automated backup systems as part of certain plans, such backups are provided as an additional safeguard and do not transfer ultimate data protection responsibility from the Customer.
Failure by the Customer to maintain independent backups shall not increase the Provider’s liability under this SLA.
4.4 Incident Reporting Requirements
To qualify for SLA response commitments, the Customer must:
4.5 Misuse and Abuse
SLA commitments do not apply in cases where service disruption results from:
Violation of the Terms of Service or Acceptable Use Policy. https://tab.digital/en/terms
Unauthorized system access attempts.
Malicious activities originating from the Customer environment.
Excessive resource usage beyond agreed service limits.
In such cases, TAB.DIGITAL reserves the right to suspend or limit the affected service in accordance with the Agreement.
5. Limitation of Liability
The service credits described in this SLA constitute the sole and exclusive remedy available to the Customer for any failure by TAB.DIGITAL to meet the service level commitments set forth herein. To the maximum extent permitted by applicable law, the total aggregate liability of TAB.DIGITAL arising out of or relating to this SLA, whether in contract, tort, negligence, strict liability or otherwise, shall not exceed the total amount of fees paid by the Customer for the affected service during the two (2) months immediately preceding the event giving rise to the claim, and in no event shall liability exceed the fees paid for the specific service directly affected. TAB.DIGITAL shall not be liable for any indirect, incidental, special, consequential, punitive or exemplary damages, including but not limited to loss of profits, loss of revenue, loss of business opportunities, loss of goodwill, loss of data, or business interruption, even if advised of the possibility of such damages. TAB.DIGITAL shall further not be liable for failures or interruptions caused by third-party services, internet backbone providers, cloud infrastructure providers, external integrations, customer-side systems or configurations, force majeure events, cyberattacks beyond reasonable mitigation capacity, or circumstances beyond the Provider’s reasonable control. The Customer acknowledges that no internet-based service can be guaranteed to be completely uninterrupted or error-free, and while TAB.DIGITAL undertakes commercially reasonable efforts to maintain high availability and security standards, the Provider does not warrant continuous or uninterrupted service.
6. Modifications to SLA
TAB.DIGITAL reserves the right to modify this SLA at any time to reflect changes in services, operational practices, legal requirements, or business needs. Any modifications will become effective upon publication on the TAB.DIGITAL website or upon written notice to the Customer, unless otherwise stated. Continued use of the services after such modifications take effect constitutes acceptance of the updated SLA.
7. Governing Law and Jurisdiction
This SLA shall be governed by and construed in accordance with the laws applicable to the jurisdiction of TAB.DIGITAL’s registered office, without regard to conflict of law principles. Any disputes arising out of or in connection with this SLA shall be subject to the exclusive jurisdiction of the competent courts at the Provider’s registered office, unless otherwise required by mandatory law.
8. Final Provisions
This SLA forms an integral part of the Agreement between TAB.DIGITAL and the Customer. In the event of any conflict between this SLA and the main Agreement, the terms of the main Agreement shall prevail unless expressly stated otherwise. If any provision of this SLA is found to be invalid or unenforceable, the remaining provisions shall remain in full force and effect.
This Service Level Agreement (“SLA”) forms part of the Terms of Service or Master Service Agreement (the “Agreement”) between TAB.DIGITAL (“Provider”, “we”, “us”) and the customer (“Customer”, “you”).
This SLA describes the service levels, support coverage, and operational standards applicable to certain services provided by TAB.DIGITAL.
1. Scope of SLA
1.1 Covered Services
This SLA applies solely to the following TAB.DIGITAL services:
- Nextcloud One
- Private Cloud Service
- Business Packages (Core, Advanced, Ultimate)
- Enterprise Services (if separately contracted)
- Custom Cloud or On-Premises Enterprise Deployments (if separately contracted)
1.2 Service Plan Categories and Coverage
Service levels and support commitments vary depending on the subscribed service plan.
1.2.1 Nextcloud One and Private Cloud Service
Includes:
- Standard Support (Business Hours)
- Support for Medium and Low priority incidents
If a 30-day free service period is provided:
- The service is offered on an “as available” basis.
- No uptime guarantee applies.
- No service credits are granted.
- Support is limited to Medium and Low priority tickets.
1.2.2 Business Packages
Core Package
Includes:
- Standard Support during Business Hours
- Coverage for High, Medium, and Low priority incidents
Advanced Package
Includes:
- Priority / Business Support
- Accelerated response handling
- Coverage for High, Medium, and Low priority incidents
- Escalation to senior technical staff when required
Ultimate Package
Includes:
- Priority / Business Support
- Dedicated Account Manager
- Coverage for High, Medium, and Low priority incidents
- Coordinated escalation and service review where applicable
1.2.3 Enterprise Services
Enterprise Services apply to large-scale, regulated, custom, or mission-critical deployments.
Enterprise Services may include:
- 24/7 support availability (if expressly contracted)
- Dedicated Support Team
- Custom cloud or on-premises deployment
- Enhanced uptime commitments
- Customized SLA terms defined in a separate written agreement or addendum
1.3 Incident Classification
All support requests must be submitted through the official TAB.DIGITAL Client Area.
Support tickets are classified under one of the following priorities:
- High
- Medium
- Low
High
Complete service outage or major impairment of core functionality.
Medium
Partial service degradation or limited functional impairment.
Low
General inquiries, configuration assistance, or minor issues.
1.4 Exclusions
This SLA does not apply to:
- Services provided free of charge (except limited support as defined above)
- Third-party services not managed by TAB.DIGITAL
- Customer-side network, device, or configuration issues
- Incidents caused by misuse or violation of policies
- Force majeure events
- Scheduled or emergency maintenance as defined in this SLA
1.5 General Conditions
SLA commitments apply only when:
- The Customer account is active and in good standing
- The service is fully provisioned and operational
- Incidents are reported through official support channels
2. Service Availability and Uptime Commitment
2.1 Availability Commitment
TAB.DIGITAL commits to the following monthly uptime availability levels for paid production services:
Nextcloud One and Private Cloud Service
99.5% monthly uptime
Business Packages (Core, Advanced, Ultimate)
99.9% monthly uptime
Enterprise Services (if expressly contracted)
Up to 99.95% monthly uptime, where defined in the applicable Order Form or Enterprise Addendum
Availability is calculated on a calendar-month basis.
2.2 Definition of Uptime
“Uptime” is defined as the total number of minutes in a calendar month minus the total number of minutes of Verified Service Unavailability, divided by the total number of minutes in that month.
“Verified Service Unavailability” means a complete inability to access the core service functionality for all users, as confirmed by TAB.DIGITAL monitoring systems.
The following do not constitute downtime:
- Partial degradation of performance
- Issues affecting individual users only
- Customer-side network or device issues
- Misconfiguration by the Customer
- Third-party application failures
- Scheduled or emergency maintenance
- Force majeure events
2.3 Scheduled Maintenance
TAB.DIGITAL may perform scheduled maintenance to ensure system stability, security, and performance.
Scheduled maintenance may occur during low-traffic hours and, where reasonably possible, will be announced in advance. Scheduled maintenance does not count toward downtime calculations.
Emergency maintenance may be performed without prior notice where necessary to protect infrastructure integrity or security.
2.4 Service Credits
If monthly uptime falls below the committed availability level, the Customer may request a service credit as follows:
- Uptime between 99.0% and the committed level – 5% of the monthly service fee
- Uptime between 98.0% and 99.0% – 10% of the monthly service fee
- Uptime below 98.0% – 20% of the monthly service fee
- Must be requested within 15 days after the end of the affected month
- Apply only to the affected service
- Are applied to future invoices
- May not exceed 50% of the monthly service fee
3. Support Response Times
3.1 General Support Framework
TAB.DIGITAL provides technical support through the official Client Area. All support requests must be submitted as a support ticket through the Client Area in order to qualify for SLA response commitments.
Response time means the time between ticket submission and the initial acknowledgment by a TAB.DIGITAL support representative confirming that the incident is under review.
Response time does not mean resolution time. Resolution times are not guaranteed and depend on the complexity and nature of the issue.
Support response commitments apply only to active, paid subscriptions in good standing.
3.2 Business Hours
Unless otherwise expressly contracted, Business Hours are defined as:
Monday to Friday
09:00 – 18:00 CET
Excluding public holidays at the Provider’s registered office location (Latvia, Riga).
Support requests submitted outside Business Hours are deemed received at the beginning of the next Business Day, except where 24/7 support is expressly included.
3.3 Priority Levels
Support incidents are classified as:
High
Medium
Low
Priority classification is determined by TAB.DIGITAL based on business impact and technical severity. The Provider reserves the right to reclassify tickets where appropriate.
3.4 Response Time Commitments by Service Plan
Nextcloud One and Private Cloud Service
(Standard Support – Business Hours)
High
Response within 8 Business Hours
Medium
Response within 1 Business Day
Low
Response within 2 Business Days
Core Business Package
(Standard Support – Business Hours)
High
Response within 4 Business Hours
Medium
Response within 1 Business Day
Low
Response within 2 Business Days
Advanced Business Package
(Priority / Business Support)
High
Response within 2 Business Hours
Medium
Response within 8 Business Hours
Low
Response within 1 Business Day
Ultimate Business Package
(Priority / Business Support + Dedicated Account Manager)
High
Response within 2 Business Hours
Medium
Response within 6 Business Hours
Low
Response within 1 Business Day
The Dedicated Account Manager provides coordination and escalation support but does not alter technical resolution timelines unless otherwise agreed.
Enterprise Services
(If 24/7 Support is Contracted)
High
Response within 1 hour (24/7)
Medium
Response within 4 hours
Low
Response within 1 Business Day
24/7 response commitments apply only where expressly stated in the applicable Order Form or Enterprise Addendum.
3.5 Exclusions and Conditions
Support response commitments do not apply to:
- Requests for custom development
- Feature requests
- Third-party integrations not managed by TAB.DIGITAL
- Customer-side misconfiguration
- Security incidents caused by Customer negligence
- Repeated duplicate tickets for the same issue
- Failure by the Customer to provide required technical information may suspend response time calculation until sufficient information is provided.
4. Customer Responsibilities
4.1 General Obligations
In order to receive the service levels described in this SLA, the Customer agrees to:
Maintain accurate and up-to-date account information in the Client Area.
Ensure that all subscription fees are paid in full and on time.
Use the services in compliance with the Terms of Service, Acceptable Use Policy, and applicable laws and regulations.
Provide accurate and complete information when submitting support requests.
Cooperate with TAB.DIGITAL in diagnosing and resolving incidents.
4.2 Technical Responsibilities
The Customer is responsible for:
- Maintaining secure login credentials and multi-factor authentication where available.
- Proper configuration of user accounts, permissions, and applications.
- Maintaining compatible devices, operating systems, and supported software versions.
- Ensuring stable internet connectivity and network configuration on the Customer side.
- Implementing internal security policies and access controls.
- TAB.DIGITAL shall not be responsible for incidents caused by Customer misconfiguration, unsupported modifications, or third-party integrations not managed by the Provider.
4.3 Backup Responsibility
Unless otherwise expressly agreed in writing, the Customer remains responsible for maintaining independent backups of critical data.
While TAB.DIGITAL may provide automated backup systems as part of certain plans, such backups are provided as an additional safeguard and do not transfer ultimate data protection responsibility from the Customer.
Failure by the Customer to maintain independent backups shall not increase the Provider’s liability under this SLA.
4.4 Incident Reporting Requirements
To qualify for SLA response commitments, the Customer must:
- Submit support requests exclusively through the official Client Area.
- Provide sufficient detail to allow technical investigation.
- Avoid submitting duplicate or excessive tickets for the same incident.
- Respond to information requests from the support team in a timely manner.
- Failure to provide required technical information may suspend SLA response time calculation until sufficient information is received.
4.5 Misuse and Abuse
SLA commitments do not apply in cases where service disruption results from:
Violation of the Terms of Service or Acceptable Use Policy. https://tab.digital/en/terms
Unauthorized system access attempts.
Malicious activities originating from the Customer environment.
Excessive resource usage beyond agreed service limits.
In such cases, TAB.DIGITAL reserves the right to suspend or limit the affected service in accordance with the Agreement.
5. Limitation of Liability
The service credits described in this SLA constitute the sole and exclusive remedy available to the Customer for any failure by TAB.DIGITAL to meet the service level commitments set forth herein. To the maximum extent permitted by applicable law, the total aggregate liability of TAB.DIGITAL arising out of or relating to this SLA, whether in contract, tort, negligence, strict liability or otherwise, shall not exceed the total amount of fees paid by the Customer for the affected service during the two (2) months immediately preceding the event giving rise to the claim, and in no event shall liability exceed the fees paid for the specific service directly affected. TAB.DIGITAL shall not be liable for any indirect, incidental, special, consequential, punitive or exemplary damages, including but not limited to loss of profits, loss of revenue, loss of business opportunities, loss of goodwill, loss of data, or business interruption, even if advised of the possibility of such damages. TAB.DIGITAL shall further not be liable for failures or interruptions caused by third-party services, internet backbone providers, cloud infrastructure providers, external integrations, customer-side systems or configurations, force majeure events, cyberattacks beyond reasonable mitigation capacity, or circumstances beyond the Provider’s reasonable control. The Customer acknowledges that no internet-based service can be guaranteed to be completely uninterrupted or error-free, and while TAB.DIGITAL undertakes commercially reasonable efforts to maintain high availability and security standards, the Provider does not warrant continuous or uninterrupted service.
6. Modifications to SLA
TAB.DIGITAL reserves the right to modify this SLA at any time to reflect changes in services, operational practices, legal requirements, or business needs. Any modifications will become effective upon publication on the TAB.DIGITAL website or upon written notice to the Customer, unless otherwise stated. Continued use of the services after such modifications take effect constitutes acceptance of the updated SLA.
7. Governing Law and Jurisdiction
This SLA shall be governed by and construed in accordance with the laws applicable to the jurisdiction of TAB.DIGITAL’s registered office, without regard to conflict of law principles. Any disputes arising out of or in connection with this SLA shall be subject to the exclusive jurisdiction of the competent courts at the Provider’s registered office, unless otherwise required by mandatory law.
8. Final Provisions
This SLA forms an integral part of the Agreement between TAB.DIGITAL and the Customer. In the event of any conflict between this SLA and the main Agreement, the terms of the main Agreement shall prevail unless expressly stated otherwise. If any provision of this SLA is found to be invalid or unenforceable, the remaining provisions shall remain in full force and effect.
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