SLA & Support Policy
1Availability commitment
Commitment. The production Services will achieve a Monthly Uptime of at least 99.5%.
Monthly Uptime is the number of successful requests to the production API and web portal divided by the total number of valid requests, in a calendar month, measured across all similarly situated customers. A request is successful unless it fails with a server error (HTTP 5xx) or a timeout attributable to BankConnector. Client errors (HTTP 4xx, including validation rejections and authentication failures) count as successful service behaviour.
Exclusions. The following do not count against Monthly Uptime: (a) scheduled maintenance (Section 3); (b) emergency security maintenance; (c) unavailability of Banks or other Third-Party Services, including bank endpoints' downtime, rejections, or format changes; (d) causes attributable to the customer's systems, networks, misuse, or breach of the Agreement; (e) Limited Releases; (f) force-majeure events.
2Service credits
Credit table (percentage of the affected month's fee):
| Monthly Uptime | Credit |
|---|---|
| Below 99.5%, at or above 99.0% | 5% |
| Below 99.0%, at or above 97.0% | 10% |
| Below 97.0% | 25% |
Claims. Credits must be claimed in writing within 15 days after the end of the affected month, with reasonable detail. Credits are applied to the next invoice, are not redeemable for cash, and lapse at termination. Credits are the sole and exclusive remedy for availability failures, without limiting termination rights for material breach under the Agreement.
3Maintenance
Scheduled maintenance is announced at least 48 hours in advance on the status page and placed outside European banking hours where reasonably possible. Emergency security maintenance may be performed at any time with notice as soon as practicable.
4Support
Channels and hours. Support is provided in Danish and English, via the support email stated in the Documentation, on business days (Danish public holidays excluded) 09:00–17:00 CET/CEST. P0 incidents may also be reported outside these hours via the contact stated in the Documentation; outside business hours we respond on a best-effort basis.
Severity levels and response times.
| Severity | Definition | First response | Updates |
|---|---|---|---|
| P0 (Critical) | Production service down or payment delivery/ingestion halted for multiple companies; no workaround | 2 business hours | Every 4 business hours |
| P1 (Severe) | Core function materially degraded; workaround exists but is burdensome | 4 business hours | Daily |
| P2 (Standard) | Non-critical defect or degraded non-core function | 8 business hours | On material progress |
| P3 (General) | Questions, guidance, cosmetic issues, feature requests | 2 business days | None |
Customer duties. The customer will give reasonable detail with each report (affected company, bank and payment references, timestamps, and expected and actual behaviour), name a technical contact, and cooperate in a timely manner. Response times are commitments to respond and engage, not to resolve.
Platforms. Where the customer is a Platform, the Platform provides first-line support to its Connected Companies; this Policy governs BankConnector's second-line support to the Platform.
5Status page
Current availability, incidents, and maintenance are published on our status page, referenced in the Documentation.