1. Scope
This Service Level Agreement ("SLA") forms part of the General Terms and Conditions ("Agreement") between the Client and dembrane B.V. ("dembrane"). Capitalised terms have the meaning as defined in the General Terms and Conditions (Article 1).
Out of scope: client connectivity, unsupported browsers/devices, third-party integrations not managed by dembrane, and circumstances as described in Article 14 (Force majeure) of the General Terms and Conditions.
Supported environments: The Platform works with up-to-date versions of the following browsers, on both desktop, tablet and mobile:
| Browser | Version |
|---|---|
| Google Chrome | 103 or later |
| Microsoft Edge | 103 or later |
| Mozilla Firefox | 100 or later |
| Apple Safari | 16.4 or later (macOS and iOS) |
Chromium-based Browsers (e.g. Samsung Internet, Opera) are also supported, provided they use Chromium version 103 or later.
Connectivity: the Client is considered connected to the Platform when accessing the application via a supported browser on a device with an active internet connection.
2. Availability
| Uptime commitment | 99.5% per calendar month |
| Measurement method | (available minutes − excluded downtime) ÷ total minutes in the month |
| Scheduled maintenance | Max. 8 hours per month, announced at least 72 hours in advance via the Platform. Not counted towards uptime. |
3. Support
Business hours: Monday to Friday 9:00–17:00 CET, excluding Dutch public holidays.
| Priority | Description | Response time (first response) |
|---|---|---|
| Critical | Platform unreachable for all users, or data loss | 1 business day |
| Standard | All other reports (feature malfunctions, questions, bugs) | 5 business days |
Priority classification is determined by dembrane based on the Client's report. Resolution is on a best-efforts basis; the response times refer exclusively to the first response.
Support channels per tier:
| Tier | Channels |
|---|---|
| Innovator | Email + phone (business hours) |
| Changemaker | Email, phone, online event support |
| Guardian | Email, phone, direct support |
Languages: Dutch and English.
4. Service credits
Service credits are calculated per calendar month based on the measured uptime from Section 2. Credits apply exclusively to platform availability (uptime), not to the quality or speed of transcriptions or other Output. For the purpose of this Section, the monthly fee means the monthly equivalent of the Client's subscription fee, calculated as the annual subscription fee divided by twelve, or, where the Client is invoiced monthly, the monthly invoice amount.
| Measured uptime in calendar month | Credit |
|---|---|
| < 99.5% and ≥ 98.5% | 10% of the monthly fee |
| < 98.5% and ≥ 97.5% | 20% of the monthly fee |
| < 97.5% | 30% of the monthly fee |
Maximum: the total credits in any calendar month shall never exceed 100% of the monthly fee for that month.
Procedure: the Client shall submit a credit request by email within 30 calendar days of the incident. dembrane shall process the request within 10 business days.
Settlement: awarded credits are added to the Client's account as account credit and are applied automatically against future fees. If the Agreement ends before an awarded credit has been fully applied, dembrane shall refund the remaining credit amount within 30 calendar days of the end date.
dembrane shall not grant credits if:
Availability:
a. the downtime falls under an exclusion from Section 2 or Article 14 (Force majeure) of the General Terms and Conditions;
Client responsibilities:
b. the Client has not reported the incident in a timely manner via the designated support channel;
c. the Client has used incompatible browsers or equipment (see Documentation);
d. the Client uses a VPN, proxy or similar network configuration that affects the connection to the Platform;
e. the reduced quality of Output is the result of insufficient audio quality on the Client's side (see General Terms and Conditions Article 3.4);
f. the Client's account has an outstanding payment; or
g. the Client has otherwise failed to comply with its obligations under the General Terms and Conditions (Article 4).
Service credits constitute the sole remedy for SLA shortcomings (see General Terms and Conditions Article 10.4).
5. AI disclaimer and Beta Features
The disclaimers regarding AI output and Beta Features set out in Articles 9.4 and 9.5 of the General Terms and Conditions apply in full to this SLA. Beta Features are excluded from the uptime commitment and support obligations of this SLA.
6. Amendments
Amendments to this SLA are subject to the regime set out in Article 15 of the General Terms and Conditions. The SLA shall be evaluated annually on the basis of actual performance.