edalso Service Level Agreement (SLA)
Annex to the General Terms and Conditions of Contract · Version 2.0 · In force from: 1 November 2026
1. Purpose
1.1. This Service Level Agreement (the “SLA”) is an annex to edalso’s General Terms and Conditions of Contract (the “Terms”) and forms part of the Contract. Words beginning with a capital letter have the meaning given to them in the Terms.
1.2. The SLA describes the availability target for the Platform, maintenance, technical support and backups. It does not cover the Hardware (which has its own warranty in clause 10 of the Terms), the Equipment, the internet or the Customer’s networks.
1.3. This SLA does not extend edalso’s liability, which is governed by clause 19 of the Terms.
2. Availability of the Platform
2.1. Target. edalso endeavours to ensure that the Platform is available 99.5% of the time each calendar month. This is a target, not a guarantee.
2.2. No compensation. The fact that the Platform is not available, or does not meet this target, does not give rise to any right to compensation, discounts or damages (clause 11.7 of the Terms). If the Customer is not satisfied, it may cancel at any time in accordance with clause 14 of the Terms.
2.3. The building keeps working. The automations configured in the Gateway continue to run in the building even if the Platform is not available or there is no internet connection. During that time, the Customer cannot access the building remotely, view its data on the Platform, change the Configuration or receive notifications. This does not apply if the Gateway does not have an active Subscription or is suspended: in that case, the Gateway and the Hardware connected to it stop working (clauses 9.2 and 13 of the Terms).
2.4. What does not count towards the target. Unavailability is not deemed to have occurred where it is due to:
- scheduled or urgent maintenance (clause 3);
- failures of the hosting or cloud service providers used by edalso;
- force majeure (clause 21 of the Terms);
- the internet, the networks, the electricity supply or the Customer’s devices;
- a suspension of the service for non-payment or for a prohibited use (clauses 13 and 4.6 of the Terms);
- the Configuration, or third-party services connected by the Customer;
- problems affecting only a specific User, device or browser; or
- features identified as test versions (“beta”).
3. Maintenance
3.1. Updates. Most updates are installed without interrupting the service. It may be necessary to reload the page in the browser to see the changes.
3.2. Scheduled maintenance. Where maintenance requires the Platform to be interrupted, edalso will give notice by email or by a message on the Platform at least:
- 48 hours in advance, if it is carried out between 02:00 and 06:00 (mainland Spain time); or
- 72 hours in advance, if it is carried out at any other time.
3.3. Urgent maintenance. Urgent maintenance, for example for security reasons, may be carried out without prior notice. edalso will provide information as soon as possible.
4. Technical support
4.1. To whom it is provided. Support is provided only to the Customer, through the persons designated by the Customer. It is not provided to End Customers or their Users, who are dealt with by the Customer (clause 8.3 of the Terms).
4.2. Channels. Incidents are reported by email to support@edalso.com or through the other support channels that edalso indicates on the Platform.
4.3. Hours. Support is provided during the following hours, in mainland Spain time:
| Days | Hours |
|---|---|
| Monday to Thursday | 9:00 to 17:00 |
| Friday | 9:00 to 15:00 |
| Saturdays, Sundays and public holidays | no service |
Public holidays are those indicated in the definition of “Business Day” in the Terms: national public holidays, public holidays in Catalonia and local public holidays in the municipality of edalso’s registered office. Incidents received outside these hours are deemed to have been received at the start of the next service period.
4.4. Languages. Support is provided in Spanish and English.
5. Severity of incidents and response times
5.1. Severity levels. edalso assigns each incident one of the following levels, and may change it if the available information justifies doing so:
| Level | What it means | Examples |
|---|---|---|
| Critical | The Platform is not working for the Customer and there is no workaround | None of the Customer’s Users can access the Platform; communication with all of its Gateways has been lost |
| Major | An important feature is not working or is working very poorly, but the rest is working | The data for a building cannot be viewed; a Gateway has lost communication; alarms are failing |
| Minor | A fault for which there is a workaround or which affects secondary features | A report is produced in an incorrect format; a chart does not load in a browser |
| Query or improvement request | Questions about use or proposals for new features | How to create a Flow; requesting a new integration |
5.2. First response times. edalso will respond to incidents within the following time limits, counted within support hours:
| Level | Maximum first response time |
|---|---|
| Critical | 4 hours within support hours |
| Major | 2 Business Days |
| Minor | 5 Business Days |
| Query or improvement request | No committed time limit |
5.3. What “response” means. Responding means confirming to the Customer that the incident has been received and starting to work on it. It is not a time limit for resolving it. edalso will work to resolve incidents using the reasonable means at its disposal, but cannot guarantee that all of them can be resolved. If they cannot, edalso will propose an alternative where possible.
5.4. Improvement requests are assessed in accordance with edalso’s planning, and edalso decides freely whether to incorporate them.
6. How to report an incident
6.1. In order for edalso to deal with it, the incident report must include: the Customer’s name, the Gateway or Gateways affected, a description of the problem, when it started, the steps to reproduce it and, if possible, screenshots.
6.2. The response time starts to run when edalso receives the necessary information.
6.3. edalso’s ability to resolve an incident depends on the information provided by the Customer being complete and accurate, and on the Customer’s cooperation.
7. Closing incidents
An incident is closed when any of the following occurs:
- the problem has been resolved or the query has been answered;
- edalso and the Customer agree that it cannot be resolved, for example because of a product limitation; or
- the Customer does not respond for 5 calendar days to a communication from edalso about the incident.
8. Access to data in order to provide support
The Customer authorises edalso’s support staff to access its account, the Configuration and the Customer Data when necessary to deal with an incident. This access is subject to confidentiality (clause 20 of the Terms) and to the DPA.
9. What support does not include
Support does not include the matters indicated in clause 11.5 of the Terms: installation of the Hardware and the Configuration (unless contracted as Services), the Equipment, third-party products and services, networks, the internet and the electricity supply, training and dealing with End Customers. If an incident is not caused by the Products, clause 11.6 of the Terms (prior quotation) applies.
10. Backups
10.1. edalso makes a backup of the Platform’s database at least once every 30 days and stores it in the cloud of its hosting providers.
10.2. These backups are used to restore the service in the event of a serious incident. They do not guarantee that all data can be recovered: data generated since the last backup could be lost.
10.3. The Customer may make as many local copies of its data as it wishes using the Platform’s export functions, and is responsible for making them. edalso is not liable for the loss of data (clause 19.3 of the Terms).
11. Changes to this SLA
edalso may modify this SLA on the same terms as the Terms (clause 22): with 30 days’ notice and with the Customer’s right to cancel.