Service Level Agreement

Last updated:

October 1st 2026

Table of contents

1. AVAILABILITY

The Product will have an availability of at least 99% per calendar month as measured and recorded by Wiggli’s internal processes and based on AWS uptime, excluding reasonable, unscheduled and scheduled maintenance periods (the “Availability”). Wiggli shall provide Customer with as much prior notice as is reasonable possible via email, via our website or via the Product, before performing any scheduled maintenance which renders the Product inaccessible for greater than three normal Working Hours. This Policy shall not apply to Free Services or to Wiggli’s publicly available website. 

2. SERVICE CREDITS

In the event Wiggli fails to achieve the Availability service level set out in this Policy, the Customer shall be eligible to receive Service Credits in the form of extra service time added to the Customer's active subscription term at no additional charge. Service Credits shall not be exchangeable for cash refunds. 

Service Credits shall be calculated as follows, based on the Availability achieved in the relevant calendar month:

  • Availability of at least 98% but less than 99%: three (3) days of extended subscription time;
  • Availability of at least 95% but less than 98%: seven (7) days of extended subscription time;
  • Availability of less than 95%: fifteen (15) days of extended subscription time.

To claim a Service Credit, the Customer must submit a written request to support@wiggli.io within thirty (30) days following the calendar month in which the failure occurred, failing which the Customer forfeits its right to the relevant Service Credit. The aggregate maximum Service Credits issued in any single calendar month shall not exceed fifteen (15) days of extended subscription time. 

Service Credits shall not apply to, and Wiggli shall have no obligation to issue Service Credits in respect of, any failure to meet the service levels arising from or attributable to: (i) scheduled maintenance, or reasonable unscheduled maintenance; (ii) any event or circumstance beyond Wiggli’s reasonable control, including force majeure events and failures of AWS or other third-party infrastructure; (iii) interruptions due to third-party services or integration partners (“API Interruptions”); (iv) any act or omission of the Customer or its Users, or the Customer’s or its Users’ equipment, software, network or misuse of the Product; or (v) any suspension of the Product resulting from the Customer’s breach or non-payment.

As a condition to claiming any Service Credit, the Customer must, at the time of the request and at the time the credit is applied, have paid all amounts then due and not otherwise be in material breach of the Terms.

Service Credits do not accrue interest, may not be carried over between calendar months, are non-transferable, and shall be applied only against the Customer’s active subscription term.

The provision of Service Credits shall constitute the Customer's sole and exclusive remedy, and Wiggli's sole liability, with respect to any failure to meet the Availability service level specified herein. This section shall not apply to Free Services or publicly available services.

3. RESPONSE TIMES

Should Customer raise a support issue with Wiggli, Wiggli shall respond in a timely manner in accordance with the standards set out in this Policy, which may be updated from time to time by Wiggli, at Wiggli’s sole discretion.

4. ISSUE CATEGORISATION

An Issue shall mean a technical defect with the Product that renders the Product partially or completely inoperable but does not include scheduled or planned maintenance.

Issues are categorized as follows:

  • Category 1 (C1): An Issue that renders the Product (i) completely non-functional; or (ii) all of the Customer’s Users are unable log in to the Product after repeated attempts.
  • Category 2 (C2): An Issue that results in part of the Product becoming inaccessible.
  • Category 3 (C3): An Issue in one or more of the Product’s features.

5. RESPONSE TIMES BASED ON ISSUE CATEGORY

Upon discovering an Issue, the Customer shall notify Wiggli via email to support@wiggli.io and provide a detailed description of the Issue (“Issue Notice”).

Category 1 Category 2 Category 3
Wiggli’s Initial Response to Defect Notice to take place by email* Within 24 hours after receipt of Issue Notice Within 36 hours after receipt of Issue Notice Within 72 hours after receipt of Issue Notice
Resolution Period* Within 48 hours after receipt of Issue Notice Within 96 hours after receipt of Issue Notice Within 120 hours after receipt of Issue Notice

*Wiggli’s Response and Resolution times are specified in hours, provided that the expiration of the Response or Resolution period does not fall on a weekend or bank holiday in Belgium (“Working Day”), in which case the expiration of the relevant response period will occur at 12 pm CET-time on the next Working Day. Working Hours means hours during a normal Working Day.

Any status updates regarding an Issue resolution shall be provided by Wiggli via email or, if necessary, telephone call or video conference.

6. GENERAL INQUIRY RESPONSE TIMES

Customer shall send inquiries about the features and functions of the Platform by email to: support@wiggli.io. Wiggli shall use all commercially reasonable efforts to respond to any general queries within one Working Day.