Service Level Agreement
Version 1.0 · in force since September 8, 2026
This is a translation. In case of discrepancy, the German version governs.
This agreement applies only where it has been expressly agreed in the order. Without it, § 10 of the terms and conditions applies: operation with the care of a prudent business, without assured availability.
§ 1 What is assured
| Service | Availability per calendar month | |---|---| | Data API and MCP server | 99.5 % | | Customer portal | 99.0 % | | Public map and operator profiles | no assurance |
The public pages are deliberately excluded: they are free of charge, and an assurance about them would be an assurance without consideration.
§ 2 How it is measured
From outside, every minute, by the same route a customer takes. A measurement counts as an outage if the request is not answered with a success status within eight seconds.
The availability of a month is the share of successful measurements among all measurements of that month, less the periods under § 3.
The measurements are public and shown on the status page, together with the number of measurements they rest on. The Provider knows no figures other than those shown there; there is no second, internal statistic.
If the customer's own measurement differs, the Provider's applies — unless the customer demonstrates an outage that the Provider's measurement did not capture. Then theirs applies.
§ 3 What does not count as an outage
- Announced maintenance, announced on the status page at least 48 hours in advance, at most four hours per month and outside 07:00–20:00 CET/CEST.
- Disruptions outside the Provider's control: failures of the national access points, of the network between customer and data centre, force majeure.
- Disruptions caused by the customer, in particular exceeding agreed quotas or faulty integrations.
- Suspension under § 5 of the terms and conditions for outstanding claims.
A failure of the data sources is not a failure of this service. What happens then is set out in § 10(4) of the terms: the affected periods are shown as missing data basis and are not estimated.
§ 4 Incident reporting and response
Reports go to the address stated in the portal, accepted around the clock.
| Level | When | Response | Handling | |---|---|---|---| | 1 — Outage | service unusable, no workaround | 2 hours | continuous until worked around | | 2 — Impairment | material function disrupted, workaround exists | 8 hours | next business day | | 3 — Other | questions, faults without operational impact | 2 business days | as scheduled |
Response means: a person has taken up the matter and gets in touch — not that the problem is solved. An automatic acknowledgement is not a response.
The customer sets the level initially. If the Provider considers it inappropriate, it gives reasons in its first reply; until agreement is reached, the higher level applies.
§ 5 Credit for falling short
If the assured availability is not met in a month, the customer receives on request a credit against the monthly fee for the affected service:
| Availability reached (target 99.5 %) | Credit | |---|---| | below 99.5 % down to 99.0 % | 5 % | | below 99.0 % down to 98.0 % | 10 % | | below 98.0 % down to 95.0 % | 25 % | | below 95.0 % | 50 % |
The request must be made within 30 days of the end of the month. The credit is the sole claim arising from falling short; claims for damages under § 12 of the terms remain unaffected.
If availability falls short of the assurance in three consecutive months, the customer may terminate the contract extraordinarily and without notice.
§ 6 Backup and restore
| | | |---|---| | Backup | daily full, continuous transaction logs | | Maximum data loss (RPO) | 15 minutes | | Recovery time (RTO) | 4 hours | | Evidence | a restore is actually performed at least monthly, not merely planned |
§ 7 Changes
Changes to this agreement to the customer's detriment require their consent. § 14 of the terms and conditions applies accordingly.
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