1. Service Level Agreement 

1. This Service Level Agreement (“SLA”) is applicable to the use of the Platform (as further specified in the General Terms and Conditions, as applicable to the Agreement) provided by Leat in relation to the Subscription Services.

2. This SLA forms an integral part of the Agreement between Client and Leat, notwithstanding the applicability of the General Terms and Conditions, the Terms of Use, Jurisdiction Specific Terms, Product Specific Terms, Pricing Page, Cookie Statement and Privacy Statement. The defined terms in the General Terms and Conditions are applicable to this SLA.

3. If there is a conflict or inconsistency between  this SLA and the General Terms and Conditions, this SLA shall take precedence.

4. Based on the Order form, a Client can be a General Client or a Premium Client. If the Order form only refers to a client, the client is a General Client. In certain clauses of this SLA, distinction will be made between a General Client or a Premium Client. 

2. Subscription services and service levels

1. Leat shall provide one or more Subscription Services in accordance with the provisions of this SLA. The Client purchases one or more specific Subscription Services, as specified in the Order form.

2. Leat shall use its reasonable efforts to perform the Subscription Services in accordance with the service levels, which are further specified in Annex 1 to this SLA (“Service Levels”). The Service Levels will be calculated in accordance with Annex 1. 

3. If Client notifies Leat about an event of Downtime (as further specified in Annex 1) and upon request of the Client, Leat will provide Client with a report about the Service Levels. 

3. AI Support (24/7)

Leat provides all Clients (both General Clients and Premium Clients) with 24/7                                 access to its AI-powered support assistant (the “AI Support Assistant”) via the Platform and/or Portal as part of the Subscription Services.

The AI Support Assistant is intended to assist Clients and End Users with answering questions, resolving common issues and providing guidance regarding the use of the Subscription Services.

Based on Leat’s historical support data, the AI Support Assistant resolves the majority of incoming support requests (currently approximately 80%). This percentage is indicative only and does not constitute a guarantee of resolution for any specific request, Client or period.

The availability of the AI Support Assistant does not constitute 24/7 human support. Where a request cannot be resolved by the AI Support Assistant, such request may be escalated to Leat’s support team. Human support response and recovery times remain subject to the operating hours and Service Levels as set out in this SLA and Annex 1, unless otherwise agreed in the Order form.

Responses provided by the AI Support Assistant are delivered on a best-efforts basis. Client remains responsible for verifying outputs and implementing any recommendations. Leat shall not be liable for decisions taken solely based on responses of the AI Support Assistant, except in cases of wilful intent or gross negligence.

4. Support for general clients

In accordance with clause 3.7 of the General Terms and Conditions, Leat will use its reasonable efforts to respond to the General Client as soon as possible in case technical support is needed.

5. Support for premium clients

   1. Leat shall use its reasonable efforts to meet  the response times and recovery times from Table 1 in Annex 1.

   2. Leat shall use its reasonable efforts to ensure that scheduled maintenance takes place outside of the Premium Client’s office hours (09:00 – 18:00). Leat shall inform the Premium Client of scheduled maintenance prior to scheduled maintenance. 

   3. When executing scheduled maintenance, the Premium Client shall follow instructions from Leat, unless the instructions cause a degraded operation of the Subscription Services. If such a situation occurs, the Premium Client will inform Leat as soon as possible and parties will agree upon a suitable solution.
      
      
      

6. Support Model and Communication

   1.  Leat provides technical support through a structured support model consisting of:

• First-line support via the AI Support Assistant;

• Second-line support (L2) for functional issues, configuration questions and non-critical technical incidents;

• Third-line support (L3) for complex technical incidents, platform defects and infrastructure-related matters.

2.  Support requests can be submitted via Leat’s designated support channels, including the in-platform support functionality and/or email, as communicated to the Client.

3. For Premium Clients, optional telephone support may be made available during operating hours, subject to agreement in the Order form or otherwise agreed in writing between parties. Where telephone support is agreed, it is primarily intended for Priority 1 and Priority 2 incidents.

4. All support requests are registered in Leat’s internal ticketing system. Response and recovery times as set out in Annex 1 and Table 1 apply from the moment a support request is registered in the ticketing system during operating hours.

5. Incidents are internally escalated by Leat based on their priority classification as defined in Annex 1. Escalation to L3 support will occur where reasonably required to resolve the incident.

6. The AI Support Assistant supports multiple languages. Human support is provided in English. Where reasonably possible and subject to availability, Leat may assign a Premium Client an account manager who speaks the Client’s preferred language, as agreed in the Order form.
   
   
   

7. Incident Management and Communication

   1. In the event of a Priority 1 incident materially affecting the availability of the Subscription Services, Leat will use reasonable efforts to:

• acknowledge the incident within the applicable response time as set out in Annex 1;

• provide periodic status updates during operating hours until service restoration.

2. Leat may communicate incident updates via email, in-platform notification, or other reasonable communication channels.

3. Nothing in this clause constitutes a guarantee of uninterrupted service or specific resolution timelines beyond the
   Service Levels explicitly set out in this SLA.
   
   
   

8. Business Continuity and Disaster Recovery

   1. Leat maintains internal business continuity and disaster recovery procedures designed to support the restoration of the Subscription Services in the event of a major incident.

   2. Leat shall use reasonable efforts to restore the availability of the Subscription Services following a major incident within a commercially reasonable timeframe.

   3. Specific recovery objectives (including but not limited to Recovery Time Objectives or Recovery Point Objectives) shall only apply if explicitly agreed in the Order form.
      
      
      

9. Improvement plan for premium clients

   1. If Leat fails to meet a Service Level for at least two (2) out of six (6) consecutive months in a particular contract year of the Agreement, Leat shall provide an improvement plan to the Premium Client to reach the relevant Service Level for the respective Subscription service. In case of said failure to meet a Service Level, Leat will provide the Premium Client with a discount of 20% of the particular month(s) that Leat failed to meet the Service Level in the particular year. The discount will be processed with the next invoice, based on yearly or monthly invoicing as specified in the Order form.

   2. The determination of any failure to meet a Service Level shall be exclusively contingent upon the report provided by Leat. Subject to proof to the contrary offered by the Premium Client, the Service Level measured by Leat is considered conclusive.

   3. The improvement plan will be provided within thirty (30) calendar days of the determination of the failure to meet the yearly Service Level. Such plan shall include at least an execution timeline. Leat shall  implement such plan after the improvement plan is discussed and agreed upon with the Premium Client. Leat will adjust any reasonable comments of the Premium Client in the improvement plan.

   4. If Leat fails to meet a Service Level for at least two (2) out of three (3) consecutive months after implementation of the improvement plan as described in clause 9.1 of this SLA in a particular contract year of the Agreement, the Premium Client is entitled to terminate the Agreement by means of a written notification to Leat within fourteen (14) calendar days after being informed about the failure.

   5. For the avoidance of doubt, parties agree and acknowledge that upon the inception of each calendar year, the enumeration of clause 9.1 recommences.

   6. In accordance with clause 3.5 of the General Terms and Conditions, the General Client acknowledges and agrees that failures, limitations, defects and interruptions may occur and that a failure to meet a Service Level does not constitute a breach in the performance of the Agreement by Leat.
      
      
      

10. Term and termination

    1. The duration of this SLA corresponds to the duration of the Subscription Services specified in the Order form and/or Agreement.

    2. The clauses for termination of the General Terms and Conditions shall be applicable and construed accordingly to this SLA. If the Agreement is extended, this SLA shall be extended for the same term. If the Agreement is terminated for convenience based on the General Terms and Conditions, this SLA shall be terminated on the same date as the Agreement, unless explicitly agreed otherwise between parties. Clause 11.3 of the General Terms and Conditions shall be applicable and construed accordingly. For the avoidance of doubt, it is not possible that this SLA is still in force while the Agreement is terminated.

               ANNEX 1

Please note that the operating hours of Leat are 09:00-18:00 CET, from Monday to Friday. Saturdays, Sundays and Dutch public holidays are excluded.