Service Level Agreement

Service-Level Agreement (SLA)

Service-Level Agreement for Paperbridge

Last Updated: February 2026

1. Contracting Parties and Scope

1.1 Provider

This Service-Level Agreement ("SLA") is a binding agreement between:

Felix Ruby
PaperBridge
Scheffelstraße 1
78048 Villingen-Schwenningen
Germany
VAT ID: DE336384698
Email: support@paperbridge.app

(hereinafter "Paperbridge", "we")

and the Customer ("you", "customer")

1.2 Scope

This SLA applies to all paid Paperbridge subscriptions (Starter, Professional, Enterprise) and defines guaranteed service levels, support services, and compensation arrangements.

1.3 Relationship to Other Agreements

This SLA supplements the Terms of Service (TOS) and End-User License Agreement (EULA). In case of conflicts, the provisions of this SLA take precedence regarding service levels and support.

2. Service Availability and Uptime Guarantee

2.1 Uptime Guarantee

Paperbridge guarantees a monthly availability of 99.9% for the platform.

Calculation:

  • Availability (%) = ((Total minutes in month - Downtime minutes) / Total minutes in month) × 100
  • Example: 43,200 minutes/month - 43 minutes downtime = 99.9% availability

2.2 Exceptions to Uptime Guarantee

The following events are not counted as downtime:

a) Scheduled Maintenance Windows:

  • Announced at least 48 hours in advance
  • No scheduled maintenance windows – maintenance performed during operation

b) Force Majeure:

  • Natural disasters, war, terrorism
  • Power outages beyond our control
  • Internet backbone failures

c) Customer-Caused Issues:

  • Customer misconfigurations
  • Exceeding agreed usage limits
  • DDoS attacks on customer accounts

d) Third-Party Failures:

  • Stripe outages (payment processing)
  • Cloud infrastructure provider outages (where redundancy not possible)

2.3 Availability Measurement

  • Monitoring: 24/7 automatic monitoring
  • Measurement interval: Monthly (calendar month)
  • Status Page: Available at https://dev.rr.business/status
  • Transparency: Real-time status and history viewable

3. Support Services

3.1 Support Channels

Paperbridge offers support through the following channels:

  • Email: support@paperbridge.app (all plans)
  • Ticket System: Via dashboard (Professional, Enterprise)
  • Phone/Video: Enterprise only

3.2 Support Hours by Plan

#### Starter Plan:

  • Availability: Business days (Mon-Fri) 9:00 AM - 5:00 PM CET
  • Response Time: Within 24 hours
  • Channel: Email
  • Languages: German, English
  • Escalation: No priority escalation

#### Professional Plan:

  • Availability: Business days (Mon-Fri) 9:00 AM - 6:00 PM CET
  • Response Time: Within 24 hours (prioritized)
  • Channel: Email, Ticket System
  • Languages: German, English
  • Escalation: Priority Queue
  • Additional: Access to extended audit logs

#### Enterprise Plan:

  • Availability: 24/7 (around the clock)
  • Response Time:
  • Critical (System down): 1 hour
  • High (Important function impaired): 4 hours
  • Medium (Minor issues): 24 hours
  • Low (Questions, requests): 24 hours
  • Channel: Email, Ticket System, Phone, Video Call
  • Languages: German, English
  • Additional: Dedicated Account Manager, Rollout Partner
  • Escalation: Direct contact to technical team

3.3 Response Time vs. Resolution Time

The stated times refer to initial response, not complete problem resolution. Resolution time depends on problem complexity.

3.4 Severity Levels (Enterprise)

| Level | Description | Response Time | Example | |-------|-------------|---------------|---------| | Critical | System unavailable | 1 hour | Complete platform outage | | High | Important function impaired | 4 hours | PDF generation not working | | Medium | Minor malfunction | 24 hours | Formatting errors in templates | | Low | Questions, feature requests | 24 hours | How do I change my password? |

4. Performance Guarantees

4.1 API Response Times

  • Average Response Time: < 200ms (p95)
  • Maximum Response Time: < 2 seconds (p99)
  • API Rate Limits:
  • Starter: Burst-limited (max. 10 requests/second)
  • Professional: 100 requests/second
  • Enterprise: Unlimited (dedicated clusters)

4.2 Document Generation Times

  • Simple Documents (1-5 pages): < 5 seconds
  • Complex Documents (> 5 pages, images, tables): < 15 seconds
  • Batch Processing: Depends on plan and queue position

4.3 Rendering Queue

  • Starter: Shared queue (standard priority)
  • Professional: Priority queue (preferred processing)
  • Enterprise: Dedicated queue (guaranteed resources)

5. Data Backup and Disaster Recovery

5.1 Backup Strategy

  • Frequency: Daily automatic backups
  • Retention: 30 days
  • Storage Location: Geo-redundant storage in German data centers
  • Recovery: On request (Enterprise: self-service via dashboard)

5.2 Disaster Recovery

  • RTO (Recovery Time Objective): < 4 hours
  • RPO (Recovery Point Objective): < 24 hours
  • Failover: Automatic failover during infrastructure failures

5.3 Data Export

Customers can export their data at any time:

  • Formats: JSON, CSV, PDF
  • Scope: All templates, generated documents, metadata
  • Access: Via dashboard or API

6. Security and Compliance

6.1 Security Standards

  • Encryption in transit: TLS 1.3
  • Encryption at rest: AES-256
  • Infrastructure: ISO 27001 certified
  • Server Location: Germany (GDPR compliant)

6.2 Access Controls

  • Authentication: Multi-Factor Authentication (MFA) available
  • Authorization: Role-Based Access Control (RBAC) from Professional
  • Audit Logs: Complete logging from Professional

6.3 GDPR Compliance

  • Data Processing Agreement (DPA) on request
  • Data processing exclusively in the EU
  • Support for data subject requests
  • Right to data portability and deletion

6.4 Enterprise: SAML/SSO

  • Single Sign-On integration
  • SCIM provisioning for user management
  • Custom domain support

7. Compensation for SLA Violations

7.1 Service Credits

When falling below the guaranteed 99.9% availability, customers receive service credits:

| Monthly Availability | Service Credit | |---------------------|----------------| | 99.0% - 99.9% | 10% of monthly fee | | 95.0% - 98.9% | 25% of monthly fee | | < 95.0% | 50% of monthly fee |

7.2 Requesting Service Credits

  • Deadline: Within 30 days after end of affected month
  • Contact: support@paperbridge.app with proof of impairment
  • Processing: Review within 14 days
  • Credit: Credits applied to future invoices (no cash payout)

7.3 Maximum Compensation

Maximum compensation per month is 50% of monthly subscription fee. Service credits are the exclusive compensation for SLA violations.

7.4 Exclusion of Service Credits

No entitlement to service credits for:

  • Outages during announced maintenance windows
  • Force majeure
  • Customer-caused problems
  • Third-party failures beyond our control

8. Escalation Procedures

8.1 Escalation Levels (Enterprise)

Level 1: First-Level Support

  • Initial processing by support team
  • Response time: According to severity level
  • Communication: Email, ticket system

Level 2: Technical Support

  • Escalation to technical team for complex issues
  • Response time: Within 2 hours after escalation
  • Communication: Ticket system, optional phone

Level 3: Management Escalation

  • For critical, unresolved issues
  • Direct contact: Account Manager / Management
  • Response time: Within 1 hour
  • Communication: Phone, video call

8.2 Escalation Criteria

Automatic escalation occurs for:

  • Critical issues without resolution after 4 hours
  • Repeated issues (> 3 tickets on same topic)
  • Customer request with high business impact

9. Change Management

9.1 Planned Changes

  • Announcement: At least 7 days in advance for major changes
  • Communication: Email to all affected customers
  • Documentation: Change log in dashboard

9.2 Emergency Changes

  • For critical security updates: Immediate implementation
  • Subsequent notification within 24 hours

9.3 Feature Updates

  • Regular updates without announcement (if no breaking changes)
  • Changelog available in dashboard and on website

10. Monitoring and Reporting

10.1 Status Monitoring

  • Public Status Page: https://dev.rr.business/status
  • Real-time Status: All system components
  • History: 90 days availability history
  • Notifications: Optional via email or webhook

10.2 Monthly Reports (Enterprise)

  • Availability statistics
  • Performance metrics
  • Ticket statistics
  • Custom reports on request

10.3 Incident Reports

For major incidents (> 1 hour outage):

  • Incident Report: Within 5 business days
  • Content: Root Cause Analysis, impact, prevention measures
  • Distribution: To affected Enterprise customers

11. Termination Rights for SLA Violations

11.1 Extraordinary Termination

Customers have an extraordinary termination right for:

  • Falling below 95% availability in two consecutive months
  • Repeated serious security incidents
  • Non-resolution of critical issues within 7 days (Enterprise)

11.2 Refund

For extraordinary termination by customer due to SLA violations:

  • Pro-rata refund for current month
  • Plus outstanding service credits

12. SLA Exclusions

12.1 Non-Covered Areas

This SLA does not apply to:

  • Beta features and preview functions
  • Free trial versions
  • Community support (e.g., forum, FAQ)
  • Third-party integrations (CRM, ERP) – best effort only

12.2 External Dependencies

Paperbridge relies on third-party services:

  • Stripe: Payment processing
  • Cloud Infrastructure: Server hosting
  • For failures of these providers, their SLAs apply

13. Changes to SLA

13.1 Right to Modify

Paperbridge reserves the right to modify this SLA:

  • Notice Period: 60 days
  • Deteriorations: Special termination right for customers
  • Improvements: Immediate application possible

13.2 Notification

Changes will be communicated via:

  • Email to all customers
  • Announcement in dashboard
  • Update on website

14. Contact and Support

14.1 Support Contact

Email: support@paperbridge.app
Status Page: https://dev.rr.business/status

14.2 Enterprise Customers

Account Management: Personal contact assigned at contract signing

15. Final Provisions

15.1 Applicable Law

The laws of the Federal Republic of Germany shall apply.

15.2 Place of Jurisdiction

Exclusive place of jurisdiction is Villingen-Schwenningen.

15.3 Severability Clause

Should individual provisions of this SLA be invalid, the validity of the remaining provisions shall remain unaffected.

15.4 Contract Language

In case of discrepancies between German and English versions, the German version shall prevail.

By subscribing to a paid plan, you agree to this SLA.

Version: February 2026

Felix Ruby
PaperBridge
Scheffelstraße 1
78048 Villingen-Schwenningen
Germany
Email: support@paperbridge.app
VAT ID: DE336384698