Effective from the 1st of January 2026

This Service Level Agreement (“SLA”) forms part of the Agreement between Culturequest ApS (“Culturequest”) and the Customer, where referenced in an applicable Order Form. Capitalised terms have the meaning given in the Terms of Service (“Terms”) unless defined otherwise.

1. Scope and Definitions

1.1 Scope

This SLA describes Culturequest’s commitments regarding availability of the Culturequest platform (the “Services”) and support response targets. It applies only to production use of the Services and only where expressly incorporated by reference in an Order Form.

1.2 Definitions

• Applicable Month means a calendar month during the Subscription Term.
• Business Hours means 09:00–16:00 CET/CEST on Danish business days, excluding Danish public holidays.
• Monthly Uptime Percentage means the total minutes in an Applicable Month during which the Core Service is Available, divided by the total minutes in that month, minus all Excluded Downtime, expressed as a percentage.
• Available / Availability means that Authorised Users can authenticate to the web application and access core survey, analytics and reporting functionality in the production environment, with error rates and latency within normal operating parameters.
• Downtime means any full loss of Availability of the Core Service caused by Culturequest, measured from the time Customer reports the issue through an official support channel or Culturequest becomes aware of it, until Availability is restored.
• Core Service means the primary Culturequest SaaS application used for survey distribution, analytics and dashboards, as described in the Terms.
• Excluded Downtime has the meaning given in section 2.4.
• Service Credit means a credit applied against future subscription fees, calculated in accordance with section 2.3.