Service Level Agreement (SLA)

This Service Level Agreement ("SLA") sets Propane's commitments for platform performance, uptime, and support response times. It applies to all active subscriptions unless otherwise specified in an Order Form or Commercial Agreement.

This SLA represents Customer's exclusive remedy, and Propane's sole obligation, for any failure to meet these service commitments.
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Uptime Commitment

Propane will make the Services available with a Target Uptime of 99.5% each calendar month, excluding Scheduled Downtime and Force Majeure Downtime.

Service Credits
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If we fall short of our Target Uptime, you're entitled to service credits calculated as a percentage of your monthly subscription fee:

Actual Uptime Percentage - Service Credit

• 98.0% to Target Uptime (99.5%) - 10% of monthly fee
• 95.0% to 98.0% - 25% of monthly fee
• Under 95.0% - 50% of monthly fee

How to Request Service Credits

To receive a service credit, email legal@usepropane.ai within 30 days of the incident with:

• The dates and times of unavailability
• Description of the impact
• Your account details
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We'll review your request and apply credits to your next invoice if eligible. Service credits are your sole remedy for availability issues.

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Support and Response Times

Propane provides standard support via email (support@usepropane.ai) and in-app messaging during normal business hours (CET, Monday-Friday, 9:00-17:00, excluding Danish public holidays).

Response Time Commitments

Support requests are prioritized by severity:

Standard Issues
‍Non-critical questions, feature requests, or minor bugs that don't prevent platform use.

‍Response Time:
Within one (1) business day during Support Hours.

Critical Issues
‍Service unavailable, major features broken, or security incidents affecting multiple users.Response Time: Within two (2) hours during Support Hours.

Important: Response times apply during business hours only. Requests submitted outside business hours will be acknowledged when support hours resume.

Status Page

Check current and historical service availability at status.usepropane.ai.

We post real-time updates about incidents, maintenance windows, and service degradation on the status page. You can subscribe to notifications to receive alerts about service status changes.

Scheduled Downtime

Propane may schedule maintenance windows that temporarily limit access to the Services.

Advance Notice

We'll provide at least 24 hours' advance notice via:

• Email to your account administrator
• Notice on the status page (status.usepropane.ai)
• In-app notification (when practical)
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Exclusion from SLA

Scheduled Downtime does not count against our uptime commitment. We'll conduct maintenance during off-peak hours when possible to minimize impact.
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Force Majeure Downtime

Periods of unavailability caused by factors outside Propane's reasonable control are excluded from uptime calculations.

Examples include:

• Internet or hosting provider failures
• Denial-of-service attacks or other malicious activity
• Natural disasters or other force majeure events
• Third-party service disruptions beyond our control
• Customer's own network or infrastructure issues

Force Majeure Downtime does not count against our uptime commitment and does not qualify for service credits.
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SLA Definitions

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Availability / Uptime

‍The percentage of total time in a calendar month that the Services are operational and accessible, excluding Scheduled Downtime and Force Majeure Downtime.

Scheduled Downtime
‍Planned maintenance windows where Propane provides at least 24 hours' notice to Customer, during which the Services may be unavailable.

Force Majeure Downtime
‍Periods of unavailability caused by events outside Propane's reasonable control, including internet or hosting provider failures, denial-of-service attacks, or other force majeure events.

Target Uptime
‍The monthly uptime percentage Propane aims to achieve for the Services: 99.5%.

Incident
‍Any unplanned interruption or material degradation in the performance or availability of the Services.

Response Time
‍The period between Customer's submission of a support request and Propane's acknowledgment of that request during Support Hours.

Support Hours
‍Monday-Friday, 9:00-17:00 CET, excluding Danish public holidays.

Service Credit
‍A credit applied to Customer's account, calculated as a percentage of the monthly Subscription Fee, as outlined in this SLA.
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Limitations and Exclusions

What's Not Covered

This SLA does not apply to:

• Service issues caused by Customer's misuse or misconfiguration
• Downtime for third-party integrations or services
• Beta features or features marked as experimental
• Issues caused by Customer's network, hardware, or software
• Unavailability during free trials or free-tier accounts
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Maximum Credits

The maximum total service credits you can receive in any calendar month is 50% of that month's subscription fee. Service credits cannot be redeemed for cash and expire 12 months after issuance.

Changes to This SLA

We may update this SLA from time to time. If we make material changes that reduce our commitments, we'll notify you at least 30 days before they take effect.

Continued use of Propane after changes means you accept the updated SLA.

Questions?

Questions about this SLA or service availability?
Contact us at legal@usepropane.ai.
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Propane ApS
‍Vesterbrogade 26, 1. th
1620 København V
Denmark

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