Current Cloud

Service Level Agreement (SLA)

Annexes
Annex A: ServicesAnnex B: SLAAnnex C: Terms for third-party servicesAnnex D: DPAAnnex E: Form of Call-OffAnnex F: Terms for software and products developet by AxazAxaz Insight ToolService DescriptionSLATerms of ServiceData Process agreement (DPA)SubprocessorsCurrent CloudTerms of ServiceSLAData Process agreement (DPA)Acceptable Use Policy (AUP)Service DescriptionSubscription and Billing TermsSubprocessorsAI AddendumSelf-Hosted and Dedicated AddendumPrivacy PolicyMaster Product TermsAnnex G: Axaz Partner ProgramAnnex H: Managed ServiceAnnex I: Policy for the Secure AI

Effective Date: 2026-06-11 | Last Modified: 2026-06-11

1. Objective

This Service Level Agreement ("SLA") sets out the uptime and support commitments for Current Cloud. It forms part of the Master Product Terms and the Terms of Service. Defined terms have the meaning given in the Master Product Terms.

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2. How the SLA Applies to Each Hosting Model

Current Cloud is delivered under one of three Hosting Models. The SLA applies differently to each:

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Hosting Model
What we run
Uptime Commitment
Service Credits
Provider-managed cloud (SaaS)
We run the full platform and infrastructure (on Microsoft Azure and/or Google Cloud Platform)
99.9% monthly uptime
Yes (Section 4)
Customer's own cloud subscription
We run our software; you own and run the cloud infrastructure (currently Azure or GCP)
Software layer only; see Section 6
No standardized credits; see the Self-Hosted and Dedicated Addendum
Dedicated cluster
We run a single-tenant deployment for you (or in an environment you nominate)
As set out in your Order
As set out in your Order; see the Self-Hosted and Dedicated Addendum

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For the Customer's own cloud subscription model, the uptime of the underlying infrastructure depends on your own cloud subscription (currently Azure or GCP), which we do not control. We are responsible only for the correct operation of our software layer.

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3. Uptime Commitment (Managed Hosting Models)

For the Provider-managed cloud (SaaS) Hosting Model, we guarantee a monthly uptime of 99.9% for Current Cloud compute and storage resources, whether the deployment runs on Microsoft Azure or Google Cloud Platform.

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"Uptime" means the percentage of total time in a billing month that the Current Cloud resources are accessible and functioning, excluding planned maintenance and the exclusions in Section 7.

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4. Service Credits (Managed Hosting Models)

If we fail to meet the Uptime Commitment in a billing month, you may request a Service Credit:

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Monthly Uptime Percentage
Service Credit (% of Monthly Fee)
99.0% to < 99.9%
10%
95.0% to < 99.0%
25%
Less than 95.0%
50%

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Service Credits are your sole and exclusive remedy for any failure to meet the Uptime Commitment. Service Credits are applied against future invoices and cannot be exchanged for cash.

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5. Support

We provide support according to your plan. Response and resolution targets are measured during the support hours for your plan.

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Severity
Description
First Response Target
Resolution / Workaround Target
Critical
Service is down or core functionality is unusable for all users
1 business hour
8 business hours
High
Major feature is broken; no reasonable workaround
4 business hours
2 business days
Normal
Partial or minor impact; workaround exists
1 business day
5 business days
Low
Question, guidance, or feature request
2 business days
Best effort

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  • Standard support applies to the Mini, Starter, and Growth plans during business hours (Monday–Friday, 09:00–17:00 CET, excluding Norwegian public holidays).
  • 24/7 dedicated support with a named Customer Success Manager applies to the Enterprise and Dedicated plans, as set out in your Order.
  • Support channels: the support portal and email at support@axaz.com.

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6. Planned Maintenance

We will use reasonable efforts to schedule routine maintenance during off-peak hours and will give at least 48 hours' notice for maintenance expected to cause downtime. Planned maintenance does not count toward downtime.

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7. Exclusions

The SLA does not apply to downtime or issues caused by:

  • Your equipment, software, network, or third-party technologies.
  • Outages of the Customer's own cloud subscription, or of third-party cloud providers (including Microsoft Azure and Google Cloud Platform).
  • Circumstances beyond our reasonable control (force majeure, as defined in the Terms of Service).
  • Suspension or termination of the Service under the Terms of Service or AUP.
  • Beta, preview, or experimental features.

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8. Credit Request Process

To request a Service Credit, submit a claim through the support portal within thirty (30) days of the end of the month in which the downtime occurred. The claim must include the dates, times, and a description of the affected resources.

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9. Relationship to the Axaz Service Agreement

Where Current Cloud is bought through Axaz AS, this SLA is the service-level annex for the Current Cloud standard service under Annex F, and is read together with any service-level terms in the signed Axaz Call-Off. The same uptime and support commitments apply where Current Cloud is bought direct or through a partner.