Service Level Agreement
Forms part of the Master Subscription Agreement · Version 1.0 · Effective 25 September 2026
1. Availability commitment
Meridian will use commercially reasonable efforts to make the Service available at least 99.5% of the time in each calendar month, measured as described in clause 3.
| Monthly uptime achieved | Permitted downtime (30-day month) | Service credit |
|---|---|---|
| 99.5% or above | Up to 3 hours 39 minutes | None |
| 99.0% to 99.49% | 3 hours 39 minutes to 7 hours 18 minutes | 5% of that month's Fees |
| 95.0% to 98.99% | 7 hours 18 minutes to 36 hours | 10% of that month's Fees |
| Below 95.0% | More than 36 hours | 10% of that month's Fees, and the Customer may terminate the affected subscription for cause |
2. Support
| Item | Commitment |
|---|---|
| Channel | Email to support@meridianide.com |
| Hours | Sunday to Thursday, 09:00 to 18:00 Israel time, excluding Israeli public holidays |
| Critical — the Service is wholly unavailable, or Customer Content is inaccessible | Response within 4 business hours |
| High — a major feature is unusable and no workaround exists | Response within 1 business day |
| Normal — all other issues | Response within 3 business days |
"Response" means substantive acknowledgement by a person, not an automated receipt. Response targets are not resolution targets. Meridian will keep the Customer informed of progress on Critical and High issues until they are resolved.
3. Measurement
Availability is measured monthly as: total minutes in the month, less Excluded Minutes, less Downtime Minutes, divided by total minutes in the month less Excluded Minutes, expressed as a percentage. "Downtime" means a period during which the core functions of the Service are unavailable to the Customer, as recorded by Meridian's monitoring. Meridian will make its monitoring records available to the Customer on reasonable request.
4. Exclusions
The following are Excluded Minutes and do not count as Downtime:
- scheduled maintenance notified at least 48 hours in advance, capped at four hours per calendar month and performed outside 09:00 to 18:00 Israel time where practicable;
- emergency maintenance required to address a security vulnerability or an imminent risk of data loss, notified as soon as practicable;
- failures caused by the Customer, its Authorised Users, its configuration, its network or its equipment;
- failures of third-party services, networks or software outside Meridian's reasonable control, including the Customer's development environment, internet connectivity or identity provider;
- suspension permitted under the Master Subscription Agreement, including for non-payment or breach of the Acceptable Use Policy;
- force majeure events as described in the Master Subscription Agreement.
5. Claiming service credits
To claim a credit the Customer must submit a request to support@meridianide.com within thirty (30) days of the end of the month in which the Downtime occurred, identifying the relevant dates and times. Meridian will verify the claim against its monitoring records and apply any credit to the next invoice. Credits are not refundable in cash and do not accrue interest.
Service credits in any calendar month are capped at 10% of that month's Fees and are the Customer's sole and exclusive remedy for any failure to meet the availability commitment, save for the termination right in the lowest tier of the table in clause 1.
6. Backup and recovery
Meridian's backup and retention arrangements are described in the Security & Trust Overview. The Customer remains responsible for maintaining its own copies of Customer Content that it considers critical, as provided in the Master Subscription Agreement.