Service Level Agreement
Last updated October 2026
1. Scope
This Service Level Agreement applies to customers with a signed Wilmo Service Agreement. If a customer's Service Agreement sets different service levels, the Service Agreement prevails.
2. Support
Support is included in the subscription. We do not bill per hour or per support request.
We respond to support requests within these times, by severity:
| Severity | Meaning | Response time |
|---|---|---|
| Critical | The Service is down and there is no workaround | 2 hours, 08:00–18:00 Danish time, every day of the week |
| High | An important function is impaired and a workaround exists | 4 hours, 08:00–18:00 Danish time, Monday–Friday; best effort at weekends |
| Normal | Everything else | 6 hours, 08:00–18:00 Danish time, Monday–Friday; best effort at weekends |
Every Critical incident is followed by a root-cause analysis, shared with affected customers within 5 working days.
3. Uptime
The Service is available at least 99.5% of the time, measured per calendar month. Current and past uptime is published at wilmo-status.betteruptime.com.
Planned maintenance is announced at least 48 hours in advance.
4. Service Credits
If uptime falls below 99.5% in a calendar month, the customer is credited 10% of that month's subscription fee.
5. Exclusions
Uptime does not count downtime caused by:
- planned maintenance announced as described in section 3;
- third-party infrastructure outside Wilmo's control;
- force majeure.
Contact
Report an incident or ask about this SLA at hello@wilmo.ai.