Service Level Agreement

1. Scope

This SLA applies to:

• the Hypersign verification APIs at api.hypersign.id;
• the Business Console at entity.dashboard.hypersign.id; and
• the SDK endpoints directly operated by Hypersign.

Third-party services (for example, network providers, cloud providers, sub-processors) are out of scope to the extent the disruption is attributable to the third party and not to Hypersign's selection or management.

2. Availability Commitment

Hypersign commits to maintain the following monthly uptime and incident response targets, excluding scheduled maintenance windows:

Enterprise customers may negotiate higher availability targets in their Order Form; the contractual Order Form commitment prevails where it differs from this SLA. The live status page is at status.hypersign.id.

3. Uptime Measurement

Uptime is measured minute by minute using Hypersign's internal monitoring tools. "Downtime" is any minute during which the core API or Business Console fails to respond successfully (HTTP 2XX/3XX) to an HTTPS request, as detected by Hypersign's monitoring system or reported and validated by a Client support alert.

Monthly Uptime is calculated as:

4. Exclusions

The Monthly Uptime calculation excludes downtime resulting from:

• Force majeure, events beyond Hypersign's reasonable control.
• Scheduled maintenance, planned maintenance windows. Hypersign will limit scheduled maintenance to a maximum of five (5) hours per month and will give at least forty-eight (48) hours' prior notice via the Business Console or email.
• Urgent maintenance, unscheduled maintenance required to resolve critical security or performance issues. Hypersign will give reasonable prior notice where possible.
• Factors beyond Hypersign's reasonable control, Client-side hardware or software issues, internet network outages, denial-of-service attacks exceeding standard mitigation thresholds, or failures of third-party services (cloud providers, telcos, sub-processors) unless gross negligence by Hypersign in their selection or management is demonstrated.
• Acts or omissions of the Client or its Authorized Users, including any breach of the Master Services Agreement or Business Terms.

5. Service Credits

If Hypersign fails to meet the Monthly Uptime commitment in Section 2, the Client may request a credit (in non-refundable Hypersign Credits) calculated on the Client's spend during the affected month:

5.1 Claim Process

The Client must submit a written claim to billing@hypermine.de within thirty (30) calendar days after the end of the affected month, including the date and time of the incident and a brief description.

5.2 Sole and Exclusive Remedy

The service credit in this Section 5 is the Client's sole and exclusive remedy for any failure by Hypersign to meet the Monthly Uptime commitment under this SLA. The credit is applied to the next billing cycle or Credit replenishment.

6. Incident Response and Communication

6.1 Response Time Targets

6.2 Communication Channels

7. Changes to this SLA

Hypersign may update this SLA from time to time on thirty (30) days' notice. The effective date at the top reflects the last refresh. For Enterprise Clients, the SLA committed in the Order Form remains in force for the duration of the Order Form term.

8. Contact

Reach the right team directly for any SLA-related matters.