VERTEX SYSTEMS OY

SERVICE LEVEL AGREEMENT FOR ONLINE SERVICES

26.6.2025

This Service Level Agreement outlines the commitments and expectations related to the availability and performance of Vertex Systems Oy’s Online Services. Referring to the Agreement agreed between the Supplier and the Customer, the Supplier shall provide support and maintenance services for the Customer as listed in this Appendix.

  1. Definitions

In this Agreement, the following terms shall bear the meaning defined below:

Planned Service Interruption: The period required for scheduled maintenance or corrective actions.

Customer: Refers to the entity utilizing Vertex Systems Oy’s Online Services.

Supplier: Refers to the party providing the services.

 

  1. Online Services Availability

The target is to provide availability of the Online Services (i.e. the ability for Customer users to be logged to the Online Services) for a minimum of ninety-nine percent (99 %) of the time, excluding periods where the Online Services are subjected to:

  1. a Planned Service Interruption, or
  2. an interruption which is the result of a Customer’s request, or
  • an Emergency Service Interruption stemming from circumstances beyond Vertex Systems Oy’s reasonable control

Availability is calculated by deducting from 100% the percentage of minutes during which the Online Services were not accessible to the Customer due to reasons solely within Vertex Systems Oy’s control. This calculation considers the total number of minutes in a calendar month.

This agreement specifically excludes issues arising from, and the measurement of availability or uptime for, client-side applications that access the service via an API.

To ensure minimal impact, planned preventive or corrective maintenance interruptions will be kept as short as possible. Notifications will be provided at least one (1) week prior via email, our status page, or in-app.

An “Emergency Service Interruption” may happen at any time without notice to fix a critical problem. Critical problems may include, without limitation:

  1. attacks on the Online Services (including a denial-of-service attack),
  2. Customer’s use of Online Services disrupting Online Services or creating a security risk to Vertex Systems Oy or to any Vertex Systems Oy’s Customer,
  3. harming of Vertex Systems Oy systems or any Vertex Systems Oy Customer’s systems or
  • creating a likely risk of the foregoing, or
  • using the Online Services for fraudulent or illegal activities.
  1. technical issues with the platforms provider’s services causing the platform to be down.

 

  1. Data Management and Recovery

Vertex Systems Oy leverages the robust security and data backup policies and infrastructure of the well-known cloud platforms to host and manage Online Services. These foundational platforms provide a highly secure and resilient environment for your data.

Details regarding the specific frequency and methodology of data backups are comprehensively described in the separate Service Description document.

For any requirements necessitating more granular or longer-term historical data recovery beyond the stated retention policy, the Customers solely responsible for implementing its own additional data management practices, including local backups or alternative archival solutions. This aligns with the shared responsibility model for cloud services, where the Customer maintains control and responsibility for its specific data recovery needs beyond the standard service offering.

 

  1. Online Services Upgrade

Vertex Systems Oy may upgrade the Online Services during any Planned Service Interruption or Emergency Service Interruption.

This upgrade may require the installation of upgrade(s) by Customer on its machine(s), for Customer to be able to use the Online Services. The installation of such upgrade(s) by Customer is under Customer’s sole responsibility.

 

  1. Customer Data Retrieval

Procedures for Customer Data retrieval, including formats and methods available to export or retrieve Customer Data from the Online Services, are detailed in the Service Description document and applicable to Service Documentation.

For customers requiring assistance with data transfer, a separate, purchasable service is available for copying and delivering Customer Data to a location specified by the customer. Information on this service can be found in the Service Description or by contacting our support team.

Upon the termination or expiration of the Customer’s subscription to the Online Services, the Customer will be permitted to retrieve their data from the service for a period of 10 days following the subscription end date.

 

  1. Product Support

We offer dedicated technical support during local business hours for the Vertex Sync service, covering installation, configuration, and troubleshooting. For immediate answers, access our detailed documentation (including installation, configuration, and usage guides) and a comprehensive knowledge base addressing common issues.

 

  1. Exclusions

The availability commitments outlined in this SLA shall not apply, and Vertex Systems Oy shall not be considered in breach of its obligations, for any failures or interruptions of the Online Services resulting directly or indirectly from any of the following events, as these are deemed to be outside of Vertex Systems Oy’s exclusive or reasonable control:

  • Customer-Initiated Actions: Any actions, omissions, requests, or configurations made by the Customer, its users, or third-party applications integrated by the Customer, which result in service interruption, degradation, or security risks. This includes, but is not limited to, misuse, unauthorized access, or exceeding agreed-upon resource limits.
  • Third-Party Infrastructure Failures: Disruptions, outages, or performance degradation of public infrastructure services, including:
    • Electrical power outages
    • Public utility failures (e.g., water, gas).
    • Telecommunication network outages or significant performance degradation affecting internet connectivity to the Online Services (e.g., widespread ISP failures, backbone network issues).
    • Interruption or degradation of services provided by Vertex Systems Oy’s underlying cloud service provider (Microsoft Azure) or other essential third-party service providers, where such interruption is beyond Vertex Systems Oy’s reasonable control.
  • Force Majeure Events: Any event or circumstance beyond the reasonable control of Vertex Systems Oy, not caused by Vertex Systems Oy’s negligence or willful misconduct, and which could not reasonably have been foreseen or prevented. Such events may include, without limitation, natural phenomena (e.g., earthquakes, floods, extreme weather events, wildfires), war, terrorism, civil unrest, epidemics, governmental acts, widespread industrial disturbances, or sophisticated cyber-attacks impacting broader infrastructure.
  • Scheduled or Emergency Interruptions:
    • Planned Service Interruptions as defined in Section 2.
    • Emergency Service Interruptions as defined in Section 2, specifically those not caused by Vertex Systems Oy’s gross negligence or willful misconduct.
  • Beta or Non-Production Services: Any services, features, or components designated as “beta,” “preview,” “experimental,” or similar, for which an uptime guarantee is not explicitly provided.
  • Customer’s Equipment or Network: Any issues arising from the Customer’s own hardware, software, internet connection, internal network, or misconfiguration thereof.
  • Lack of Essential Information/Cooperation: Any delays or failures caused by the Customer’s failure to provide necessary information, access, or cooperation required for the provision or maintenance of the Online Services.

 

  1. Service Termination

Customer’s Right to Terminate: You can stop using the service and terminate your subscription at any time within the terms of your agreement. You are entitled to exercise this right, particularly if you find the service levels unsatisfactory.

No Monetary Compensation: Please note that if you choose to terminate the service under these circumstances, the Supplier will not be obligated to provide any financial compensation or refunds. Your ability to end the service is the sole remedy for unsatisfactory performance.

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