Service Level Agreement (SLA) | Libers Suite (SaaS)
1. Scope
This Service Level Agreement ("SLA") supplements the General Terms and Conditions (GTC) of Libers GmbH, c/o startup space AG, Neuhofstrasse 12, 6340 Baar, Switzerland ("Provider") for use of the Libers Suite SaaS platform. It specifies the separate agreement on individual SLAs for paid plans (Starter, Growth, Pro) referred to in section 10.3 of the GTC. Otherwise, the GTC apply unchanged, in particular the liability provisions in section 13.
2. Applicable plans, availability, and response time
| Plan | Availability | Support response time | Measurement basis |
|---|---|---|---|
| Starter | 99.5% / month | 24 hrs (business days) | status.libers.ai |
| Growth | 99.5% / month | 24 hrs (business days) | status.libers.ai |
| Pro | 99.5% / month | 24 hrs (business days) | status.libers.ai |
| Enterprise | As agreed per contract | As agreed per contract | Separate agreement |
3. Definition and calculation of availability
Availability is calculated on a calendar-month basis using automated system checks that verify core platform components every five minutes (API, database, connected LLM service). A check is considered "available" when all three components respond successfully. Availability in percent is calculated as:
Availability (%) = (number of successful checks ÷ total number of checks in the calendar month) × 100
Current and historical availability is published transparently at status.libers.ai.
4. Exclusions from availability calculation
The following periods are not counted as downtime when calculating availability: announced maintenance windows pursuant to GTC section 4.2 (where communicated in advance via the status page); force majeure (e.g. natural disasters, internet backbone outages, government orders); disruptions caused by improper use by the customer (e.g. exceeding rate limits, misconfiguration of the customer's own systems); outages at upstream third-party providers outside the Provider's control (in particular the connected LLM service, DNS providers, payment service providers); beta or preview features pursuant to GTC section 4.4.
5. Support response time
The Provider acknowledges incoming support requests (email, customer portal, or AI support assistant) within 24 hours on business days (Monday–Friday, excluding public holidays at the Provider's registered office). Response time refers to the initial reply, not full resolution; resolution time depends on complexity and priority.
6. Service credits for availability shortfalls
If the committed availability pursuant to section 2 is not met in a calendar month, the customer receives a credit against the monthly fee of the affected plan upon written request within 30 days after month-end:
| Achieved availability in the month | Credit on monthly fee |
|---|---|
| ≥ 99.0% and < 99.5% | 10% |
| ≥ 95.0% and < 99.0% | 25% |
| < 95.0% | 50% |
Credits are limited per calendar month to a maximum of 100% of the plan fee owed for that month. The credit is the customer's sole and exclusive remedy for failure to meet committed availability; the liability provisions in GTC section 13 remain unaffected and apply additionally for other damages.
7. Relationship to the GTC
In the event of conflicts between this SLA and the GTC, the provisions of this SLA prevail for matters expressly regulated herein (availability, response time, service credits); otherwise the GTC apply, in particular liability (section 13), warranty (section 12), and amendments (section 18).
8. Term, amendments, applicable law
This SLA applies for the duration of the respective main contract for use of Libers Suite. The Provider may amend this SLA with reasonable prior notice pursuant to GTC section 18. Swiss substantive law applies, excluding the UN Convention on Contracts for the International Sale of Goods (CISG); place of jurisdiction is – subject to mandatory consumer fora – Zug, Switzerland.
Effective: June 2026 · Version 1.0