# Service Level Agreement (SLA)

**Aquil — ISO 27001 ISMS Management Service**

**Version:** 1.0
**Effective date:** 2026-04-07

This Service Level Agreement ("**SLA**") forms part of and is incorporated by reference into the Aquil MSA. It applies to **paid subscriptions only**. Free-tier and beta features are excluded.

## 1. Definitions

- **Service Window**: 08:00–17:00 Europe/Stockholm, Monday to Friday, **excluding Swedish public holidays** (helgdagar according to Lagen (1989:253) om allmänna helgdagar).
- **Available**: the Service is reachable and the core functionality (authentication, document access, document creation, requirement tracker, compliance assistant) responds successfully to a representative monitoring request.
- **Available Minutes**: the number of minutes during the Service Window in a calendar month during which the Service is Available.
- **Service Window Minutes**: the total number of minutes in the Service Window in a calendar month.
- **Excluded Downtime**: any unavailability caused by:
  - Scheduled maintenance announced at least 48 hours in advance, capped at 4 hours per calendar month, normally performed outside the Service Window.
  - Emergency maintenance reasonably required to address a security vulnerability or imminent risk.
  - Force majeure events under MSA Section 12.
  - Customer's acts or omissions, including misconfiguration, exceeding documented limits, or failure of Customer-side infrastructure.
  - Failures of third-party identity providers, networks or sub-processors that are outside Sokigo's reasonable control.
  - Beta features and any feature explicitly marked "preview" or "experimental".

## 2. Availability commitment

Sokigo will use commercially reasonable efforts to make the Service Available with at least **99.0% uptime** during the Service Window in each calendar month, calculated as:

> **Uptime % = (Available Minutes ÷ (Service Window Minutes − Excluded Downtime)) × 100**

Outside the Service Window the Service is provided on a best-effort basis without uptime commitment, although Sokigo monitors and addresses incidents 24/7 where reasonably possible.

## 3. Service credits

If the monthly Uptime % falls below the commitment, Customer is entitled to service credits as follows:

| Monthly Uptime | Service credit |
|---|---|
| ≥ 99.0% | 0% |
| 98.0% – < 99.0% | 5% of monthly fee |
| 97.0% – < 98.0% | 10% of monthly fee |
| 95.0% – < 97.0% | 20% of monthly fee |
| < 95.0% | 30% of monthly fee |

Service credits are calculated against the monthly fee for the affected subscription. For annual subscriptions, the monthly fee is one twelfth of the annual fee.

## 4. Claiming credits

- Customer must request credits in writing to support@sokigo.com within **30 days** after the end of the month in which the SLA was missed.
- Credits are issued as a deduction against the next invoice or, where Customer has no further invoices, as a refund within 30 days of validation.
- **Service credits are Customer's sole and exclusive remedy** for any failure to meet the SLA.
- Total credits in any calendar month may not exceed 30% of the monthly fee.

## 5. Maintenance windows

- **Scheduled maintenance** is normally performed outside the Service Window. Sokigo will notify Customer at least 48 hours in advance via email and in-app notification.
- **Emergency maintenance** may be performed at any time with as much notice as reasonably practicable.

## 6. Support

Support is provided via the in-app support feature and via email to support@sokigo.com. Target response times are documented in the Trust page at https://aquil.se/trust and may be enhanced under negotiated Order Forms.

## 7. Status communication

Sokigo communicates significant incidents and maintenance windows in-app and by email to designated contacts.

## 8. Right to update

Sokigo may update this SLA from time to time. Material changes will be notified at least 30 days in advance and will not retroactively reduce the commitment for any month already in progress.

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**[End of SLA]**