Last updated: 17 July 2026
This Service Level Agreement ("SLA") defines the service commitments provided by WOOP SOFTWARE SRL ("Provider") to clients ("Client") of the Woop TMS platform. This SLA is part of the contractual agreement between the Provider and the Client and may be attached as an annex to the service agreement. In the event of a conflict between this SLA and the Terms and Conditions, the provisions of this SLA prevail with respect to service levels.
This SLA is available in multiple languages. In the event of discrepancies between language versions, the English version prevails.
The Provider commits to a monthly uptime target of 99% for the Woop TMS platform. Uptime is calculated as:
Uptime % = ((Total Minutes in Month - Downtime Minutes) / Total Minutes in Month) x 100
This means a maximum allowable downtime of approximately 7.3 hours per month.
Uptime is measured by the Provider's monitoring systems, whose records prevail in the event of a discrepancy. The uptime commitment does not apply to trial, pilot, or free accounts.
Incidents are classified into the following severity levels:
| Severity | Description | Response Time | Resolution Target |
|---|---|---|---|
| Critical | Platform completely unavailable or major data loss | 1 hour (Business Hours) / 8 hours (outside Business Hours) | 4 hours |
| High | Major feature unavailable, no workaround | 4 hours | 8 hours |
| Medium | Feature impaired but workaround available | 8 hours | 24 hours |
| Low | Minor issue, cosmetic defect, or feature request | 24 hours | Best effort |
Response and resolution times run during Business Hours and are suspended outside of them, except for Critical incidents, for which the Platform is automatically monitored 24/7. Resolution times are targets, not guarantees — the Provider will use all commercially reasonable efforts to meet them. Incident severity is determined reasonably by the Provider, taking into account the information provided by the Client.
The Client may report incidents and request support through the following channels:
The Platform is automatically monitored 24/7, and major outages are typically detected directly by the Provider, without any report from the Client being required. Incidents observed by the Client outside Business Hours may be reported by email; for incidents classified as Critical, the response time runs from receipt of the report.
The Provider performs regular maintenance to ensure the reliability and security of the Platform. Scheduled maintenance is typically performed between 22:00 and 06:00, Romania time, and is communicated at least 48 hours in advance. The total duration of Scheduled Maintenance will not exceed 8 hours per calendar month.
Scheduled maintenance windows meeting these conditions are excluded from downtime calculations.
Emergency Maintenance may be performed without 48 hours' prior notice. The Provider will notify the Client as soon as reasonably possible, will use reasonable efforts to minimise the impact, and will schedule the intervention outside peak hours where possible. Emergency Maintenance is excluded from downtime calculations.
If the Provider fails to meet the 99% uptime commitment in a given calendar month, the Client is entitled to service credits as follows:
| Monthly Uptime | Service Credit |
|---|---|
| Below 99.0% and ≥ 97.0% | 5% of monthly fee |
| Below 97.0% and ≥ 95.0% | 10% of monthly fee |
| Below 95.0% | 25% of monthly fee |
Service credits must be requested by the Client within 30 days of the end of the affected month, indicating the periods of downtime claimed. Credits are applied to the next billing cycle, do not constitute a cash refund, and are not granted to Clients with overdue payment obligations. The maximum credit granted for any calendar month is 25% of the monthly fee.
Service credits are the Client's sole and exclusive remedy for any failure to meet the commitments made under this SLA, to the maximum extent permitted by law.
The Provider implements the following data protection measures:
In the event of a major disaster requiring restoration of the Platform from backup, the 8-hour RTO applies and prevails over the resolution target for Critical incidents.
The Provider maintains the following security standards:
The uptime commitment and service credits do not apply to outages caused by:
During a Critical incident, the Provider will communicate status updates to the Client at least every 2 hours during Business Hours, and at reasonable intervals outside of them, until the issue is resolved; for other severity levels, updates are communicated at regular intervals. Post-incident, a root cause analysis (RCA) report will be provided upon request within 5 business days for Critical and High severity incidents.
Real-time service status and availability history are published at status.woop.pro. The Provider will make monthly uptime reports available to Clients upon request.
The Provider reserves the right to modify this SLA with at least 30 days' written notice. Changes will not apply retroactively and will take effect at the start of the next billing period.
For SLA-related enquiries, incident reports, or service credit requests, please contact:
WOOP SOFTWARE SRL
Email: contact@woop.pro
Phone: +40 759 077 381