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This document is a translation of the original Dutch version. In the event of any discrepancies or inconsistencies between this translation and the Dutch original, the Dutch version shall prevail.
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Version: 1.0 Effective date: 31/03/2026
This Service Level Agreement ("SLA") forms part of the General Terms and Conditions ("Agreement") between the Client and dembrane B.V. ("dembrane"). Capitalised terms have the meaning as defined in the General Terms and Conditions (Article 1).
Out of scope: client connectivity, unsupported browsers/devices, third-party integrations not managed by dembrane, and circumstances as described in Article 14 (Force majeure) of the General Terms and Conditions.
Supported environments: The Platform works with up-to-date versions of the following browsers, on both desktop, tablet and mobile:
| Browser | Version |
|---|---|
| Google Chrome | 103 or later |
| Microsoft Edge | 103 or later |
| Mozilla Firefox | 100 or later |
| Apple Safari | 16.4 or later (macOS and iOS) |
Chromium-based Browsers (e.g. Samsung Internet, Opera) are also supported, provided they use Chromium version 103 or later.
Connectivity: the Client is considered connected to the Platform when accessing the application via a supported browser on a device with an active internet connection.
| Uptime commitment | 99.5% per calendar month |
| Measurement method | (available minutes − excluded downtime) ÷ total minutes in the month |
| Scheduled maintenance | Max. 8 hours per month, announced at least 72 hours in advance via the Platform. Not counted towards uptime. |
Business hours: Monday to Friday 9:00–17:00 CET, excluding Dutch public holidays.
| Priority | Description | Response time (first response) |
|---|---|---|
| Critical | Platform unreachable for all users, or data loss | 1 business day |
| Standard | All other reports (feature malfunctions, questions, bugs) | 5 business days |
Priority classification is determined by dembrane based on the Client's report. Resolution is on a best-efforts basis; the response times refer exclusively to the first response.
Support channels per tier:
| Tier | Channels |
|---|---|
| Pilot, Pioneer | |
| Innovator | Email + phone (business hours) |
| Changemaker | Email, phone, online event support |
| Guardian | Email, phone, direct support |