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Security & Reliability Enterprise-Grade Availability for Your Fans 99.9% uptime guarantee, hosted in German data centers, with 24/7 monitoring and rapid incident response. 99.9% Uptime Guarantee 15min Critical Incident Response 24/7 System Monitoring Always Available When Your Fans Need It Our SLA ensures your identity infrastructure runs smoothly, even during peak events like match days or ticket sales. 99.9% Uptime Guaranteed monthly availability, excluding planned maintenance windows. 365 days availability, 24 hours per day Maintenance windows announced minimum 1 week in advance Performance Guarantees Reliable request limits that scale with your needs. Frontend: 500 requests per minute for login and SSO API: 1,000 requests per minute, batch: 100 per minute Infrastructure German Data Centers, GDPR Compliance Your data stays in Germany, fully compliant with European data protection regulations. Hosted in Germany All servers and data storage located exclusively in German data centers with ISO 27001 certification. GDPR Compliant Full compliance with GDPR, BDSG, and other European data protection regulations. Automated Backups Continuous data backups with rapid recovery capabilities for business continuity. Support Rapid Response When You Need It Three priority levels ensure critical issues get immediate attention, especially during your key events. Guaranteed Response Times P1 Priority 1 - Critical Production down or core functionality unavailable 15min response time P2 Priority 2 - High Major functionality impaired but workarounds possible 2d business days P3 Priority 3 - Normal Minor issues with limited impact 5d business days Business hours: Monday to Friday, 9:00 to 18:00 CET, excluding German public holidays. Critical incident support available for scheduled events. Trusted by Organizations That Cannot Afford Downtime From 50,000-fan match days to high-traffic publishing events, Unidy delivers consistent performance. Complete Service Level Agreement Full technical specifications and terms of our SLA commitment. 1. Service Description Unidy provides an Identity SaaS solution to support business processes and makes it available for use via the Internet as a web application. The specific functional scope of the SaaS solution is defined in the respective offer and user documentation. As part of the SaaS solution, storage space is provided on central servers in Germany, on which the data generated and processed with the SaaS solution can be stored for the duration of the contractual relationship. The service handover point is the router output of the data center used by Unidy to the Internet. The customer must take care of the connection to the Internet, the provision or maintenance of the network connection to the data center and the procurement and provision of network access components for the Internet on the customer side. 2. Availability The SaaS solution is usually available 365 days per year and 24 hours a day. Planned maintenance work that results in the SaaS solution not being available during this time will be communicated by email to the address you have provided, if possible in good time, at least one week in advance. Unidy will endeavor to keep the resulting downtime as short as possible. The following service times and levels apply: Business days: Monday to Friday, excluding nationwide German public holidays Business hours: Business days, 9:00 AM to 6:00 PM Maintenance times: Planned maintenance work that requires an interruption of operations is carried out, as far as technically possible, at times when the usage frequency of our solution is lowest. Generally outside regular business hours, taking into account critical operating phases of the customer. Availability is at least 99.9% on average per month, with planned and pre-announced maintenance work being excluded from the availability calculation 3. Request Limits Currently, the following guaranteed requests apply: Guaranteed Request Rates Frontend Login: 500 requests per minute SSO authorization: 500 requests per minute Other: 600 requests per minute API 1,000 requests per minute 100 requests per minute for batch endpoint Guaranteed requests per time window are highly dependent on activated third-party plugins. Social login rate limits are subject to the rate limits of the login providers. Request limits can be temporarily increased for expected usage peaks. These should be requested on business days and at least 24 hours before the expected event. Unidy strives to increase overall throughput but cannot guarantee the general availability of higher throughput within the standard plan. Contact sales if you permanently require higher limits. 4. Support Services Unidy undertakes the analysis and elimination of reproducible errors of the SaaS solution by competent personnel and in accordance with recognized industry standards. Unidy cannot guarantee error elimination. An error, within the meaning of these terms and conditions, is any disruption reported by the customer that results in the properties and functionality of the offer and user documentation deviating and either has a more than insignificant effect on their usability, or corruption or loss of data occurs that is processed by or generated by the SaaS solution. 5. Error Reporting The customer must report errors that occur immediately with a detailed description of the problem. The report can initially be made verbally to the Customer Success Manager, but must be repeated in text form via email to support@unidy.de or the Customer Helpdesk no later than the next business day. Unidy is available to receive error reports during business hours and for pre-announced and confirmed critical operating times. Additional support outside business hours is available as a paid service. In addition, uptime monitoring is provided through which the accessibility of the instance can be seen. 6. Error Classification For error reports, the activities described below are carried out within the response time. The response time depends on the error class; the following error classes apply: Error Class 1: Productive use of the SaaS solution is not possible or only possible with significant downtime restrictions, or essential performance features such as login or APIs are not functional. Error Class 2: Core functionality is guaranteed, but there is a significant error in a submodule that prevents or significantly restricts work with this module. Submodules include Unidy plugins, data administration by admins and users, and the sending of transaction emails by Unidy. Error Class 3: All other errors. 7. Response Times Within the response times, we present a proposal for resolving the error. It includes the following: Presentation of the results of the analysis carried out Presentation of the effects on other functionalities and their criticality Proposal for a procedure to eliminate the error 8. SLA Exclusions The following cases do not fall under this agreement. Nevertheless, Unidy will endeavor to resolve these cases as quickly as possible in cooperation with the customer: Errors based on inadmissible changes or adjustments to the SaaS solution by the customer Other customer software Errors based on improper or unauthorized use of the SaaS solution by the customer or on operating errors, provided that operation is not carried out in accordance with the user documentation Any hardware defects on the customer side Use of the SaaS solution on hardware and operating system environments other than the permitted ones specified in the user documentation by the customer Insignificant errors that do not fall under number 5a Need the Full Details? Download our complete Service Level Agreement or discuss custom enterprise requirements with our team. Download SLA (PDF)Talk to Sales