Service Level Agreement (SLA)

1Office publishes this Service Level Agreement (“SLA”), which sets out the committed levels for system uptime, response time and support request resolution. The SLA is an integral part of the Master Agreement under Article 1.5 of the Agreement and takes effect automatically once the Customer signs the Master Agreement or starts using the Service, with no separate document required. 1Office may update this SLA following the minimum 15-day prior notice procedure set out in Article 1.2 of the ToS.

Article 1. System uptime commitment

1.1. Uptime commitment level

1Office commits that the uptime of the Platform reaches at least 99.5% in each calendar month, calculated with the following formula:

Uptime (%) = [(Total minutes in the month − Minutes of unplanned downtime) / Total minutes in the month] × 100%

1.2. Exclusions from the uptime calculation

The following downtime does not count as “unplanned downtime” and does not affect the committed uptime:

• Maintenance, upgrade and backup windows announced in advance by 1Office under Article 15 of the ToS;
• Downtime caused by a Force Majeure Event under Article 23 of the ToS;
• Downtime arising from third-party infrastructure or services beyond 1Office's control under Article 9 of the ToS (including cloud/datacenter providers, Internet connectivity and third-party integrations);
• Downtime caused by the devices, connectivity, configuration or actions of the Customer or a User;
• Downtime occurring while the License Period is in “Suspended” or “Pending renewal” status under the Master Agreement.

1.3. Service Credit

Where actual uptime in a month falls below the level committed in Article 1.1, the Customer is entitled to a Service Credit in the form of extended usage time (the corresponding number of days is added to the Customer's current License Period), as follows:

Where the Customer has several Order Appendices in effect at the time the Service Credit arises, the extension days are added to the earliest Order Appendix still in effect, following the same FIFO allocation principle set out in Article 2 of the ToS (definition of “Billing account”).

1.4. Conditions and procedures for applying Service Credit

• 1Office relies on system monitoring data (uptime monitoring) to determine actual monthly uptime itself and automatically adds the corresponding Service Credit days (if any) to the Customer's current License Period, without requiring the Customer to submit a request.
• 1Office responds to a Customer request for monetary conversion within 10 (ten) working days from the date the request is received.
• The total value of Service Credits arising in one License Period does not exceed the overall liability cap set out in Article 18.3 of the ToS.
• The Service Credit is the sole remedy for failing to meet the committed uptime; it does not exclude or replace the Customer's other rights under the Master Agreement and the ToS, unless otherwise provided.

Article 2. Customer support

2.1. The AI FIRST principle in customer support

• 1Office applies an “AI First” principle in customer support: the AI support assistant (an AI Agent developed by 1Office) is the first channel to receive and handle every support request, including receiving and routing requests that require human expertise or authority (complex configuration, contract reconciliation, infrastructure engineering).

2.2. Contact channels

2.3. Ticket handling commitments

The table below summarizes every request type, the receiving party, the initial response time, the resolution time (definitive resolution) and related notes:

2.4. Support hours and general rules

2.5. Rules on closing/cancelling support requests (tickets)

To keep support on schedule, the system applies the following automatic rules:

• Automatic completion confirmation: When the support team notifies you that your request has been resolved, if you provide no further response within 24 hours the system automatically confirms completion and closes the ticket.
• Cancellation due to loss of contact: If the support team needs to verify information but cannot reach you after at least 3 attempts within 24 hours, 1Office will cancel the ticket. You may create a new ticket once you are ready to receive support.

Article 3. Security, incidents and data

This section covers only 1Office's substantive service commitments relating to information security and Customer data. Other matters (payment, contract lifecycle, data subject rights, force majeure, liability limits, etc.) are contractual terms or legal obligations rather than service commitments, and are fully governed by the Master Agreement, the ToS and the DPA — they are not repeated in this SLA to avoid duplication.