QRabl Service Level Agreement (SLA)

This Service Level Agreement governs the availability, performance, and service credits applicable to the QRabl SaaS platform operated by WORQABLE BV (BCE 0746.698.674).

The SLA is part of the Agreement under §1.3 of the Algemene Voorwaarden and is referenced in §10 of the QRabl Product Terms.

1. Covered endpoints

This SLA covers:

• the dashboard application (qrabl.com / qrabl.eu and tenant-branded subdomains);
• public consumer-facing label pages (the URLs that QR codes resolve to);
• the GS1 Digital Link resolver GET /01/{gs1Path};
• short-URL resolution GET /s/{code};
• the DPP certificate endpoint GET /api/v1/dpp/certificate;
• the EPCIS 2.0 capture and query endpoints;
• the label-access OTP request and verify endpoints;
• the public REST API for product, label, and analytics operations.

Beta and preview endpoints, the marketing site, and demo.qrabl.eu are explicitly excluded.

2. Availability target

Tier	Monthly uptime target
Free	best-effort, no SLA
Starter	99.5%
Professional	99.5%
Track & Trace	99.5%
Enterprise	99.9% (configurable up by Order Form)

Availability is measured at the public edge (Traefik on the Hetzner Falkenstein cluster) using a third-party uptime probe that pings every 60 seconds from at least three EU regions (Frankfurt, Amsterdam, Dublin).

Planned maintenance windows (≤4 hours per month, announced at least 48 hours in advance via the status page) do not count against uptime.

3. Response-time targets

For GET endpoints under normal load (< 100 rps per endpoint):

• p50 < 200 ms
• p95 < 500 ms
• p99 < 2,000 ms

WORQABLE reserves the right to apply published rate limits beyond these thresholds.

4. Data residency

All Service data is processed and stored on EU infrastructure (Hetzner Falkenstein, Germany). The only exceptions are AI-inference and embedding workloads sent to Anthropic and OpenAI, which are governed by §4.3 AV and Annex 2 (SCCs) of the DPA.

5. Data retention

Data category	Retention
Published DPP records	At least 10 years after product end-of-life, or as required by ESPR Reg 2024/1781 + Battery Reg 2023/1542 Art. 77
Audit trail (audit_logs, scan_events, dpp_field_history)	10 years; for Enterprise, archived to S3 Object Lock (COMPLIANCE mode)
Scan events	Indefinite, append-only with SHA-256 hash chain

For account, billing, and other categories, see the Privacy Policy and Annex 1 (TOMs).

6. Monitoring and incident response

• Status page: status.qrabl.eu (published automatically by our uptime probe + manual incident updates).
• Severity classification:

Severity	Definition	Acknowledgement	Resolution target
SEV1	All Service endpoints down or major data loss	1 hour	4 hours
SEV2	Single endpoint down or significantly degraded	2 hours	24 hours
SEV3	Partial feature unavailable, workaround exists	next business day	best-effort

7. Support channels

• Tenant-facing: support tickets in dashboard, with response-time tier per plan.
• Lawful requests: regulator@qrabl.eu, 1 business-day response target.
• Security disclosures: security@qrabl.eu (PGP key on request).

Plan	First-response target
Free	community support, no SLA
Starter	2 business days
Professional	1 business day
Track & Trace	8 business hours
Enterprise	4 business hours (24×5); 1 hour SEV1

8. Service credits

For Enterprise customers, breach of the monthly uptime target is remedied via service credits applied to the next month's invoice:

Monthly uptime	Service credit
99.0% – 99.9%	5%
95.0% – 99.0%	10%
< 95.0%	25%

Starter, Professional, and Track & Trace customers receive best-effort support without service-credit remedies. Service credits are the Customer's exclusive remedy for SLA breach, without prejudice to the Customer's rights under §3.4 AV (termination for material breach).

To claim a credit, contact support@qrabl.eu within 30 days of the incident.

9. Exclusions

This SLA does not apply to:

• outages caused by Customer configuration (e.g., DNS misconfiguration on tenant-branded subdomains);
• outages caused by force majeure (§12.3 AV);
• third-party network outages outside WORQABLE's reasonable control;
• beta and preview endpoints, demo environments;
• planned maintenance announced at least 48 hours in advance.

10. Change management

This SLA is reviewed annually. Material changes (reduction of uptime target, scope change, retention reduction) require 90 days' notice to affected Customers via email and the status page.

Contact

SLA-related inquiries: sla@qrabl.eu or support@qrabl.eu.