Capydox Service Level Agreement (SLA)

Last updated: 21/05/2026

This Service Level Agreement ("SLA") describes Capydox's commitments regarding availability of the Service and support response times for customers using the SaaS platform and associated desktop application.

The SLA is incorporated by reference into the Capydox Terms of Service. In case of conflict, the Terms of Service prevail on general matters and this SLA on service levels.

1. Scope of the SLA

This SLA applies to:

Access to the Capydox cloud platform (web app and API) for customers with an active subscription.
Connectivity and update checks for Capydox Desktop to the extent they depend on Capydox servers.

It does not apply to:

Components installed and run purely in the Customer's local environments that do not rely on Capydox infrastructure.
Third-party services or integrations (for example identity providers, payment gateways, external analytics) that Capydox does not directly control.

2. Definitions

For the purposes of this SLA:

Uptime: percentage of time during a calendar month in which the core Capydox Service is available to receive and process requests, excluding scheduled maintenance and force majeure.
Incident: an event affecting the operation of the Service, classified by severity.
Scheduled maintenance window: a period announced in advance during which Capydox may temporarily interrupt the Service to perform maintenance or upgrades.

3. Service availability

Capydox will use commercially reasonable efforts to ensure a monthly uptime target of 99.5% for the Service.

Availability is calculated as follows:

Uptime (%) = 100 × (Total time Service was available − Downtime within Capydox control) / Total time in the month

The following will not be counted as downtime:

Properly announced scheduled maintenance.
Outages due to force majeure or events beyond Capydox's reasonable control (for example widespread Internet failures, issues at infrastructure or third-party service providers).
Issues caused by Customer systems, configurations, code or networks.

In all cases, the Service is provided on a professional, good-faith basis but without guaranteeing uninterrupted availability in every circumstance, in line with the liability limitations in the Terms of Service.

4. Scheduled maintenance

Capydox may perform scheduled maintenance that involves temporary interruptions of the Service.

Where reasonably possible, Capydox will provide advance notice via in-app messages or email.
Maintenance will be scheduled, where feasible, during low-usage periods.

Scheduled maintenance windows that are properly announced do not count as downtime for the purposes of this SLA.

5. Incident categories and response times

Support is provided through the channels indicated (for example support@capydox.com) and, where available, via a ticketing system.

Incidents are broadly classified as:

Severity 1 – Critical: the Service is completely unavailable for all Customer users, or a core feature is entirely non-functional with no reasonable workaround.
Severity 2 – High: the Service is usable but a significant part of the Customer's workflow is materially impacted.
Severity 3 – Medium/Low: minor errors, configuration questions, feature requests or other issues that do not prevent use of the Service.

Capydox will make reasonable efforts to meet the following first-response time targets (no specific resolution time is guaranteed):

Severity 1 – Critical: first response within 8 business hours.
Severity 2 – High: first response within 1 business day.
Severity 3 – Medium/Low: first response within 3 business days.

"Business hours" and "business days" refer to standard working days in Spain unless otherwise agreed in specific Enterprise contracts.

6. Service credits (Enterprise / negotiated plans)

For customers with Enterprise contracts or specific commercial agreements, Capydox may offer service credits in case of significant and repeated failures to meet the uptime target.

Unless otherwise specified in a separate commercial annex, service credits:

Are limited to a percentage of the monthly fee for the affected billing period.
Are applied as discounts on future invoices, not as cash refunds.
Must be requested in writing by the Customer within 30 days after the end of the month in which the failure occurred.

For standard plans or individual use, this SLA serves as a good-faith commitment without automatic monetary credits.

7. SLA exclusions

This SLA does not apply where service level failures result wholly or partly from:

Use of the Service in breach of the Terms of Service.
Failure to follow Capydox's reasonable technical or security recommendations.
Failures or misconfigurations in the Customer's own systems, networks or software.
Incidents caused by external providers beyond Capydox's direct control (for example prolonged outages at hosting, DNS, payment or social login providers), beyond such providers' own commitments.
Force majeure events (for example natural disasters, conflicts, regulatory actions, large-scale Internet outages).

8. Relationship to other documents

This SLA must be read together with:

The Capydox Terms of Service.
The Privacy Policy and Data Processing Agreement (DPA), which regulate personal data processing.
Any specific commercial agreement between Capydox and the Customer (for example Enterprise contracts).

In case of discrepancy, the more specific agreement will prevail for the area it expressly covers.

9. Changes to this SLA

Capydox may update this SLA to reflect changes in the Service, infrastructure or legal requirements.

Where changes are material, Capydox will notify customers with active subscriptions with reasonable advance notice via in-app message or email.

The current version of this SLA will always be available in the Capydox legal section, showing the last updated date.