Service Level Agreement

Last updated: 9 July 2026

This page describes what you can expect when using OurDigitalContract: our targets for availability and support, how we handle maintenance and incidents, and what falls outside these arrangements. We are deliberately honest here: these are targets and best efforts, not hard guarantees, unless a guarantee is expressly filled in or has been agreed with you in writing.

Availability

We aim for an availability of 99.5% per month, measured over the time the platform is reachable. This is a target and not a guaranteed level. No credit scheme or compensation applies if this target is not met, unless this has been agreed with you in writing. Any arrangements about credits can be entered here: not applicable.

Planned maintenance

To keep the platform secure and up to date we carry out regular maintenance. For planned maintenance we aim to announce it in advance and, where possible, to carry it out outside office hours so that you experience as little disruption as possible. Emergency maintenance, for example in the case of a security issue, may take place without prior notice.

Support

For questions and reports you can contact us at support@ourdigitalcontract.com. We aim for a response time of 2 business days on business days. For incidents that affect multiple users, we give priority to resolving them over regular questions. The stated response time is a target and not a guaranteed resolution time.

Incidents and disruptions

In the case of a major disruption we aim to inform you in good time about the nature of the problem and the expected recovery time, to the extent we can estimate it. If an incident involves a (possible) data breach, we act in accordance with our data breach procedure.

Backups

We make regular backups of the database, with a target frequency of at least daily. We deliberately store the encryption key separately from the backups, so that a backup on its own does not reveal readable data. Backups are intended for recovery in the event of a calamity and are not a commitment that every individual data item can be restored at any moment.

What falls outside these arrangements

These arrangements do not apply to unavailability or problems that result from:

• force majeure;
• failures at third parties we depend on, such as the hosting provider, the payment service provider or the email provider;
• problems on the customer's side, such as your own internet connection, equipment, browser settings or incorrect use;
• planned maintenance and announced emergency maintenance.

Relationship to the Terms of Service

This Service Level Agreement supplements our Terms of Service. Our liability is limited as described in those terms and on our Limitation of Liability page. In the event of a conflict, the Terms of Service prevail over this page, unless agreed otherwise in writing.

Changes

We may amend these arrangements when the platform or our way of working changes. The current version is always available on this page.