Upcoming version 1.1.0. It takes effect on 2026-12-01.
Until then, the version in force applies.
Links to other documents lead to the versions in force on 2026-12-01.
This Service Level Agreement (“SLA”) states the service level commitments of MIDDAG, LLC (“MIDDAG”, “we”) for the handling of support tickets. It is part of the Terms of Service and applies together with the Support Policy.
1. Scope
1.1 This SLA applies to the products and services whose Order includes a service level, as defined in the Service Terms.
1.2 The Order states the service level that applies; when it does not state one, the service level included in your support level applies, as listed in the Support Policy.
1.3 This SLA measures two metrics: the time to the first response and the time to resolution of a ticket.
1.4 This SLA does not include a commitment of availability (uptime) or targets for any other metric.
1.5 If you buy through a reseller, the reseller cannot change this SLA, and any different service level promised by the reseller binds only the reseller.
1.6 If this SLA and an Order conflict, the Order prevails.
2. Definitions
2.1 “First response” means the first reply of MIDDAG to the ticket, other than an automatic acknowledgment.
2.2 “Resolution” means that MIDDAG has corrected the problem, provided a workaround, answered the question, or classified the ticket as a feature request or as outside the scope of support.
2.3 “Business hours” means 09:00 to 18:00 (UTC−03:00), Monday to Friday, except public holidays observed by MIDDAG, as listed in the support documentation.
2.4 “h” means hours within business hours, and “d” means business days, each business day being 8 hours of business hours.
2.5 “Priority” means the priority of the ticket, from P1, the highest, to P5, the lowest, as defined in section 3.
3. Priorities
3.1 P1 means that a MIDDAG product or service in production is unusable or its main function is down, with no workaround.
3.2 P2 means that a main function of a MIDDAG product or service in production is seriously affected, and the workaround, if any, is not reasonable.
3.3 P3 means that a function of a MIDDAG product or service is affected, and a reasonable workaround exists.
3.4 P4 means a minor problem that does not affect the use of the main functions.
3.5 P5 means a question, a request for information or a request that does not involve a defect.
3.6 The priority of a ticket is set and may be changed as described in the Support Policy.
4. Service level targets
4.1 MIDDAG commits to the following targets for the time to the first response and the time to resolution, by service level and priority:
| Service level | First response P1 | P2 | P3 | P4 | P5 | Resolution P1 | P2 | P3 | P4 | P5 |
|---|---|---|---|---|---|---|---|---|---|---|
| Standard | 8h | 1d | 2d | 3d | 5d | 2d | 3d | 5d | 7d | 10d |
| Priority | 4h | 8h | 1d | 2d | 3d | 1d | 2d | 3d | 5d | 7d |
| Critical | 2h | 4h | 8h | 1d | 2d | 8h | 1d | 2d | 3d | 5d |
| Dedicated | 30min | 1h | 2h | 4h | 8h | 2h | 4h | 8h | 1d | 2d |
4.2 The service level “None” has no response or resolution target.
4.3 The Dedicated service level requires resources dedicated to you, as stated in the Order.
4.4 All times are counted within business hours, as defined in section 2.
5. How time is measured
5.1 The time to the first response and the time to resolution start when the ticket is opened through the support channel of the MIDDAG Account, or when a resolved ticket is reopened.
5.2 The time to resolution pauses while the ticket waits for your answer, for your approval or acceptance of a proposal, or for an action of a third party outside the control of MIDDAG.
5.3 The time to the first response stops at the first response, and the time to resolution stops at the resolution.
5.4 MIDDAG measures the times by the records of its support system.
5.5 MIDDAG may close a ticket that waits for your answer for longer than the period stated in the support documentation, and you may reopen it or open a new ticket.
6. Exclusions
6.1 The targets do not apply to tickets affected by any of the following: scheduled maintenance notified in advance; emergency action under section 7; products, services or infrastructure of third parties; your failure to meet your obligations under the Support Policy; use of a version that is no longer supported; customization; events beyond the reasonable control of MIDDAG.
6.2 The targets do not apply to feature requests or to requests outside the scope of support.
7. Emergency action
7.1 MIDDAG may take emergency action at any time, without prior notice, when it is needed to address a security risk to a MIDDAG product or service, to you, to other customers or to third parties.
7.2 Emergency action may include correcting a product, updating a dependency, limiting a function, or suspending all or part of a service.
7.3 Emergency action is limited to what the risk requires and lasts only while the risk lasts, and MIDDAG informs the affected customers as soon as possible.
7.4 Emergency action is not a change to this SLA or to the Terms of Service.
8. Failure to meet a target
8.1 If MIDDAG misses a target, MIDDAG continues to work on the ticket with priority until its resolution.
8.2 You must report a missed target through the support channel of the MIDDAG Account.
8.3 This SLA gives service credits or other compensation only when the Order states them.
8.4 The remedies in this SLA are the sole and exclusive remedies for a missed target, without prejudice to the rights that a Consumer has under the mandatory law of the country or state where the Consumer lives.
9. Changes
9.1 MIDDAG may change this SLA under the change rules of the Terms of Service, with the notice period they set, except for the changes that the Terms of Service allow to take effect immediately.
9.2 The options of Business customers and of Consumers when this SLA changes are those stated in the Terms of Service.
10. Contact
10.1 Questions about this SLA go to [email protected].
Changelog
- 1.1.0 — 2026-11-01 — Changes after the legal review of the first version: public holidays observed by MIDDAG are outside business hours (2.3); the remedies of this SLA are exclusive, except for the mandatory rights of Consumers (8.4); notice period set in the Terms of Service (9.1).
- 1.0.0 — First version: response and resolution targets by service level and priority, measurement, exclusions, emergency action and the change rules of the Terms of Service.