Service Level Agreement

Version 2026-10 · 10 October 2026

Effective from 10 October 2026.

A contractual SLA is available on the Enterprise plan, with objectives and credits defined in the contract. It forms part of the Terms of Service. Other plans have no formal availability commitment.

1. Availability and credits

The availability objective, how it is measured and any service credits are set in the contract. The current state of the service is public on the status page.

2. Recovery

• Recovery point and recovery time objectives are set in the contract.
• We commit to periodic restore tests of the backups.

3. Support

• Dedicated support on business days, 9:00 to 18:00 Lisbon time, through support@out-do.app and the support chat.
• P1 (service unavailable or data at risk for the whole organization): first response within 4 business hours.
• Other requests are answered by order of severity during support hours.

4. Maintenance and exclusions

Unavailability caused by the following does not count:

• maintenance announced in advance on the status page or by email;
• the customer's network, devices or configuration, or use contrary to the Terms;
• third-party services the customer chooses to connect, such as external identity providers;
• force majeure or attacks that could not reasonably be prevented;
• suspension under the Terms, for example for non-payment.

The app keeps working offline during interruptions and synchronizes when the service returns.