Note:
You can find our previous SLA valid until January 12, 2026 here.
Service Level Agreement
This Dealside Service Level Agreement (“SLA”) is incorporated into and forms a part of your agreement with Dealside BV (“Dealside”) with respect to your use of Dealside’s Services (“Agreement”). This SLA describes the support services (“Support Services”) available to Customer. This SLA incorporates the terms of the Agreement, and any terms not defined in this SLA shall have the meaning set forth in the Agreement.
Section 1. Definitions
“Downtime” means the total minutes in a given month in which the Subscription Service is unavailable, as defined by Service Level “P0 Critical” in Section 4. Downtime does not include any unavailability resulting from or caused by Scheduled Maintenance.
“Scheduled Maintenance” means the total minutes in a given month of any planned maintenance of the Subscription Service that has been communicated to Customer in advance, provided Customer has subscribed to notifications as described in Section 2.2.
“Service Error” means a reproducible failure of the Subscription Service to operate as intended.
“Standard Support” means Dealside’s basic Support Services, included free with all Dealside subscriptions.
Section 2. Availability of the Subscription Service
2.1. Uptime. During the Subscription Term of Customer’s Order Form, the Subscription Service will be at least 99,5% available on a monthly basis. The Monthly Uptime Percentage is calculated by subtracting from 100% the percentage of minutes during the month in which the Subscription Service was in the state of Downtime.
2.2. Scheduled Maintenance and Notifications. Scheduled Maintenance is not included by Dealside in availability calculations. Customer shall be notified in advance of the Scheduled Maintenances via website, currently https://status.askdonna.com as well as via the email notification function available there, provided Customer has subscribed to such notifications.
Section 3. Customer Support
3.1. Channels. Support can be contacted via the following channels, currently:
- Email: support@askdonna.com
- Help Center: https://support.askdonna.com
Only when contact is made via these channels official support tickets are opened and only in this way compliance with the agreed service levels is warranted.
3.2. Support Hours. Dealside provides 24/7 access to the Help Center (https://support.askdonna.com). Dealside shall provide Support Services on business days during the following hours (each, "Support Hours"):
- United States Customers: Monday through Friday, 8:00 a.m. to 6:00 p.m. Eastern Time (ET)
- European Customers: Monday through Friday, 8:00 a.m. to 6:00 p.m. Central European Time (CET/CEST)
Dealside may provide Support Services outside Support Hours at its discretion. Dealside shall provide Customer with Support Services after the onboarding process of Customer on the Subscription Service is completed. Dealside shall, during the aforementioned times, investigate and work to remedy any Service Errors, in accordance with the Service Levels described in Section 4, in order to enable Customer to use the Subscription Service.
Section 4. Service Levels
4.1. Response and Resolution Times. Dealside will, following Customer’s notification of a Service Error, provide an initial response within the applicable Initial Response Time and use commercially reasonable efforts to resolve the Service Error within the applicable Target Resolution Time, in each case in accordance with the table below and during Support Hours as specified in Section 3.2. The resolution of a Service Error or the partial resolution can also involve Customer being shown a workaround.
4.2. Priority Definitions. The priority levels of the reported Service Errors are defined as follows:
Priority - P0 Critical
Definition: A Service Error that renders the Subscription Service inoperable or causes the Subscription Service to operate incorrectly for all users, making it essentially unusable or impossible to work with the Subscription Service. This includes, for example:
- The Subscription Service is not available
- Login is not available
- Calling and chatting are not possible
Priority - P1 High
Definition: A Service Error that negatively affects the usability or performance of the Subscription Service to an extent or restricts the use by the Customer. This includes, for example:
- Calling or chatting is not possible
- No CRM action is possible
- Notetaker does not work
Priority - P2 Medium
Definition: A Service Error that restricts use by Customer but does not have a priority level of Critical or High. The impact is an inconvenience. This includes, for example:
- Notifications do not work
- Calling or chat history is not available
- Pre-meeting briefings do not work
Priority - P3 Low
Definition: A minor Service Error raised by Customer that does not restrict the use by Customer.
Section 5. Communication
5.1. Customer Obligations. Customer shall immediately inform Dealside of any Service Errors by one of the means specified in Section 3.1. Customer shall provide Dealside with reasonable information and explanations, together with underlying data, regarding the Service Error that has occurred and shall reasonably assist Dealside in investigating, diagnosing and correcting a Service Error.
5.3. Dealside Obligations. Dealside shall promptly notify Customer of any known Downtime and provide regular status updates via the notification mechanism described in Section 2.2.
Section 6. Disaster Recovery
6.1. Disaster Recovery Plan. Dealside will implement and maintain a disaster recovery plan to meet RTO and RPO targets specified in clause 6.2. Dealside will test the disaster recovery plan on an annual basis.
6.2. RTO and RPO. Dealside guarantees an RTO of 4 hours and an RPO of 4 hours.
Section 7. Term
7.1. Term. This Service Level Agreement enters into force together with the Agreement and shall remain in force during the Subscription Term.
Section 8. Support Limitations
8.1. Support Limitations. Notwithstanding the foregoing, Dealside has no obligation to provide any Support Services to Customer or its Authorized Users:
(i) if Customer is in breach of any of the use restrictions set forth in Section 3.5. (Prohibited Use) and Section 3.8 (AI Literacy and Responsible Use) of the Agreement; (ii) for any malfunction of any Customer device or hardware; (iii) for inaccessibility or malfunctioning of any telecommunications services; (iv) for any inaccuracies, errors, or omissions in outputs generated by the Subscription Service’s artificial intelligence features, to the extent such outputs result from data, prompts, or configurations provided by Customer and are produced by the AI features functioning as intended; (v) for configuration, implementation or other professional services; (vi) unavailability or malfunction of an integrated system; or (vi) any Trial Services.
