Legal
Service Level Agreement
Last updated November 2026
1.Who this applies to
This agreement applies to every business with a paid subscription to Support Agent, as part of our Terms of Service. A separate agreement signed with us prevails where it sets different levels.
2.Availability
We aim to keep Support Agent available at least 99.5% of each calendar month. The service is available when you can sign in, see your inbox, and approve and send replies.
We announce planned maintenance at least 48 hours ahead and do it outside Danish working hours where we can.
3.Support
Support is included in your subscription. Support hours are 08:00 to 18:00 Danish time, Monday to Friday, except Danish public holidays.
| Severity | When | First answer within |
|---|---|---|
| Critical | The service is down, or replies cannot be sent, with no workaround | 4 hours, every day |
| High | An important feature does not work, but there is a workaround | 1 working day |
| Normal | Questions, and problems that do not stop your work | 2 working days |
After every critical problem we send you what went wrong and what we changed, within 5 working days.
4.Service credits
If availability falls below the target in a month, you get a credit on a following invoice, as a share of that month's fee:
| Availability in the month | Credit |
|---|---|
| Below 99.5% | 10% |
| Below 99.0% | 25% |
| Below 95.0% | 50% |
Ask for the credit within 30 days after the month ends. Credits are the only compensation for missing the targets in this agreement, and cannot be paid out in cash.
5.What does not count
Time the service is unavailable does not count against the target when it is caused by:
- planned maintenance we announced as above;
- a platform or provider you connected yourself, such as Shopify or your mail provider;
- your own setup, or use against our Terms of Service;
- events outside our reasonable control.
The AI's drafts being wrong is not unavailability. Tell us, and we treat it as a support request.
6.Reporting a problem
Report a problem to [support@domain], with what you saw and when. Mark it critical if the service is down for you.