Service Level Agreement.
Effective: 1 November 2026
This Service Level Agreement (“SLA”) forms part of, and is incorporated by reference into, the Confir Terms and Conditions (the “Agreement”) between Confir (“Confir,” “we,” “us”) and the Customer (“you”). Capitalised terms not defined here have the meaning given in the Agreement. In the event of a conflict between this SLA and the body of the Agreement regarding service levels, this SLA prevails.
In plain language. We run Confir on professional, EU-based cloud infrastructure and aim to keep it available and responsive. This SLA sets out the availability we target, how we measure it, how fast we aim to respond to support requests, when scheduled maintenance happens, and what is excluded. We have set these levels at what we can realistically stand behind.
1. Scope
1.1 This SLA applies to the production version of the Service made available to you under a paid subscription during your Subscription Term.
1.2 This SLA does not apply to: free trials; beta, preview, or “early access” features; sandbox or non-production environments; or any feature expressly stated to be excluded. These are governed by Sections 5.4 and 9 of the Agreement.
2. Definitions
- “Available” / “Availability” means the Service is accessible and able to perform its core functions (sign-in, and creating, viewing, and exporting your assessments and documentation), measured per calendar month.
- “Downtime” means a period in which the Service is not Available, measured in minutes, excluding any time attributable to an Exclusion (Section 6).
- “Monthly Uptime Percentage” means: (Total minutes in the calendar month − Downtime minutes) ÷ Total minutes in the calendar month × 100.
- “Uptime Target” means the availability goal set out in Section 3.
- “Support Hours” means 09:00–17:00 Central European Time (CET/CEST), Monday to Friday, excluding public holidays in Bavaria, Germany.
- “Scheduled Maintenance” means maintenance carried out in accordance with Section 5.
3. Availability target
3.1 Uptime Target. We target a Monthly Uptime Percentage of 99.5% for the production Service, and we will use commercially reasonable efforts to meet or exceed it.
3.2 Nature of the target. The Uptime Target is a good-faith operational commitment backed by commercially reasonable efforts. Because the Service runs on third-party infrastructure (see Section 7), the Uptime Target is not a guarantee of uninterrupted or error-free operation. Your remedies for failing to meet the Uptime Target are limited to those expressly stated in this SLA and the Agreement.
3.3 What 99.5% means. 99.5% monthly availability allows for up to approximately 3 hours 36 minutes of unplanned Downtime per 30-day month. We have set the target at this level deliberately, so that it reflects what we can realistically and honestly stand behind for a service operated on professional, standard-tier cloud infrastructure.
4. Support
4.1 How to reach us. Submit support requests to support@confir.eu or via the in-product support channel.
4.2 Target initial response times. We will use commercially reasonable efforts to provide an initial human response within the targets below, measured during Support Hours from the time a complete request is received. These are response targets, not resolution-time guarantees.
| Severity | Description | Target initial response |
|---|---|---|
| P1 — Critical | Service wholly inaccessible or core functions unusable for most users, no workaround | Within 4 Support Hours |
| P2 — High | Major feature impaired or significantly degraded; workaround difficult | Within 1 Support Business Day |
| P3 — Normal | Minor issue, question, or limited-impact bug; workaround available | Within 2 Support Business Days |
| P4 — Low | General question, feedback, or feature request | Within 3 Support Business Days |
4.3 Severity assignment. We will assign severity reasonably and in good faith, taking your input into account. You will provide the information we reasonably need to reproduce and diagnose the issue.
4.4 Coverage. The targets above are good-faith initial-response goals measured during Support Hours, not guarantees of 24/7 coverage or of resolution within any fixed time. Support covers use of the Service as documented. It does not include consulting, legal or regulatory advice (see Section 11 of the Agreement), custom development, or support of your own systems or third-party tools.
5. Scheduled Maintenance
5.1 Planned maintenance. We may perform Scheduled Maintenance to keep the Service secure, reliable, and up to date. We will use commercially reasonable efforts to perform Scheduled Maintenance outside of typical EU business hours and to give at least 24 hours' advance notice (by email or in-product) for maintenance we expect to cause material disruption.
5.2 Emergency maintenance. We may perform emergency maintenance (for example, to apply urgent security patches) without advance notice where reasonably necessary to protect the Service or its users.
5.3 Exclusion from Downtime. Time during Scheduled Maintenance and reasonable emergency maintenance does not count as Downtime.
6. Exclusions
The following do not count as Downtime and are excluded from any availability calculation or remedy under this SLA. Unavailability or degradation caused by:
- (a) Scheduled Maintenance or reasonable emergency maintenance (Section 5);
- (b) factors outside our reasonable control, including any force majeure event under the Agreement, and internet, network, or power failures outside our infrastructure;
- (c) failures, outages, throttling, or suspension by our third-party infrastructure or service providers (Section 7), to the extent outside our reasonable control;
- (d) your or your Authorised Users' acts or omissions, including misuse, breach of the Agreement or the acceptable-use provisions, or incorrect configuration;
- (e) your equipment, software, networks, or connectivity, or any Third-Party Service you connect to the Service;
- (f) suspension or termination of your access in accordance with the Agreement (including for non-payment or acceptable-use breaches);
- (g) free trials, and beta, preview, or early-access features; or
- (h) denial-of-service attacks, security incidents not caused by our failure to meet our security obligations, or other malicious third-party conduct.
7. Dependence on third-party infrastructure
7.1 Our stack. The Service is delivered using third-party infrastructure and service providers, currently including cloud hosting and database, application hosting, and payment processing providers listed in our sub-processor page.
7.2 Upstream limits. Our ability to deliver the Service depends on these providers. Accordingly, we do not pass through to you any availability commitment greater than the Uptime Target in Section 3, and we are not liable for unavailability caused by an upstream provider to the extent it is outside our reasonable control (Section 6(c)). If and when we move to infrastructure tiers that carry stronger contractual guarantees, we may update this SLA to reflect them.
8. Relationship to the Agreement
8.1 Service credits. This SLA is a target-based commitment. No service credits are offered for a failure to meet the Uptime Target unless separately agreed in writing. This is consistent with Section 9.3 of the Agreement.
8.2 Sole remedies. The remedies in this SLA and the Agreement are your sole and exclusive remedies for any failure to meet service levels.
8.3 Liability cap. This SLA is subject to all terms of the Agreement, including the warranty provisions in Section 9 and the limitations and exclusions of liability in Section 12. Nothing in this SLA increases our aggregate liability cap under the Agreement.
8.4 Changes. We may update this SLA in accordance with the change provisions of the Agreement. Where a change materially reduces the service levels during your paid Subscription Term, we will give reasonable prior notice, and your remedy is as set out in the Agreement.
9. Contact
Confir
Kirchweg 3, 92256 Hahnbach, Germany
Support: support@confir.eu
Website: confir.eu