🟢Service Level Agreement 01.05.2026

1. Support Packages

Support is provided in Danish and English.

2. Definitions

“Business Hours” means the support hours set out in this SLA, excluding Danish public holidays unless otherwise agreed in writing.

“Customer Portal” means the support or service portal designated by Woba for the submission and handling of support requests.

“Excused Downtime” means downtime caused by:

(a) scheduled maintenance;

(b) emergency maintenance;

(c) Customer-side systems, integrations, internet connectivity, or configuration issues;

(d) third-party systems outside Woba’s reasonable control;

(e) force majeure events; or

(f) suspension permitted under the Agreement.

“Issue” means an unscheduled or unanticipated incident adversely affecting the availability, functionality, or performance of the Services and reported to Woba through an approved support channel.

“Response Time” means the time from Woba’s receipt of a valid support request until Woba first acknowledges and begins handling the relevant Issue.

“Scheduled Downtime” means planned downtime for maintenance, updates, repairs, or deployment activities notified in advance where reasonably possible.

“Support Request” means a request submitted by the Customer to obtain support or report an Issue.

“Subscription” means the Services and support package purchased by the Customer as set out in the applicable Order Form.

“Unscheduled Downtime” means downtime of the Services other than Excused Downtime or Scheduled Downtime.

3. Help Desk Support

Woba provides maintenance and support services in accordance with the support package included in the Customer’s Subscription.

Support requests may be submitted through the following approved channels:

• Customer Portal

• Chat

• Email to: support@woba.io

• Telephone: +45 40 31 50 30 for packages where phone support is included

Only support requests submitted through approved channels and by the Customer’s registered contacts or authorised users will be treated as support requests under this SLA.

Issues reported to other Woba employees, account managers, consultants, or management contacts outside the approved support channels may be treated as Severity 4 requests or general enquiries and are not subject to the response times set out in this SLA.

By submitting a support request, the Customer authorises Woba’s support team to access, view, and copy data reasonably necessary for troubleshooting and resolving the relevant Issue, subject always to the applicable Data Processing Agreement and Woba’s internal access controls.

4. Issue Classification

Woba will assign each Issue a severity level based on the impact of the Issue on the Customer’s use of the Services. The Customer should use reasonable judgment when submitting an Issue, but Woba may reclassify the Issue if appropriate.

Severity 1 – Critical

A critical production issue causing complete or near-complete unavailability of the Services, or a failure affecting most or all users such that core functionality is unavailable.

Examples:

• most or all pages are unavailable

• login is unavailable for most users

• core service functionality is inaccessible

Severity 2 – High

A material issue significantly affecting the Customer’s use of the Services, where one or more important features are unavailable or materially impaired for a substantial number of users, but the Services are not completely unavailable.

Examples:

• major feature unavailable for many users

• repeated service interruptions

• materially reduced functionality

Severity 3 – Medium

A non-critical issue affecting certain features or workflows, where the Services remain generally usable but functionality is partially impaired.

Examples:

• a common feature does not work as expected

• data is displayed incorrectly but not lost

• partial loading issues or degraded performance

Severity 4 – Low / Request / Minor Issue

A minor issue, question, service request, cosmetic issue, or product feedback that does not materially impair the Customer’s use of the Services.

Examples:

• usability suggestions

• cosmetic defects

• minor bugs with limited impact

• general product improvement requests

5. Issue Response and Resolution Times

We commit to the following response and resolution times:

Response times are targets, not guaranteed resolution times

6. Resolution and Workaround

Woba will use commercially reasonable efforts to resolve Issues or provide a reasonable workaround within a timeframe appropriate to the severity and complexity of the Issue.

Unless otherwise expressly agreed in writing, this SLA sets target response times only and does not guarantee a specific final resolution time.

Severity 4 requests, feature requests, and product suggestions may be evaluated and prioritised by Woba at its discretion and may be addressed through future product updates rather than immediate correction.

7. Availability

Woba shall use commercially reasonable efforts to maintain a Monthly Availability target of 99.6% for the Services.

The availability target does not apply to:

• Scheduled Downtime

• Excused Downtime

• Trial services, beta services, or promotional services unless otherwise agreed

• modules, integrations, or third-party services outside Woba’s reasonable control

8. Maintenance, Deployment and Downtime

Woba may carry out maintenance, updates, repairs, and deployments from time to time in order to maintain, secure, or improve the Services.

Where reasonably possible, Woba will carry out scheduled maintenance outside peak usage hours and provide advance notice for maintenance likely to materially affect availability.

Woba may also perform emergency maintenance without prior notice where necessary to protect the security, integrity, or stability of the Services.

Woba may deploy updates regularly, including bug fixes, security patches, improvements, and new functionality. Not all deployments will result in downtime.

9. Recovery Point Objective

In the event of a significant service incident affecting Customer Data, the maximum target Recovery Point Objective (“RPO”) is 24 hours.

Customer Data is backed up regularly in accordance with Woba’s operational procedures.

10. Support Process

Woba generally handles support requests in accordance with the following process:

1. Receipt of support request

2. Registration of the Issue in Woba’s support/ticketing system

3. Initial classification and severity assessment

4. Assignment to the relevant support or technical resource

5. Initial response to the Customer

6. Analysis and troubleshooting

7. Implementation of fix or workaround where possible

8. Testing and validation

9. Communication with the Customer

10. Closure and internal documentation

Woba may adapt this process where reasonably necessary depending on the nature of the Issue.

11. Exclusions

This SLA does not apply to:

• issues caused by Customer systems, devices, browsers, networks, or internet access

• issues caused by third-party platforms or integrations not controlled by Woba

• misuse of the Services by the Customer or its users

• unsupported configurations

• Trial services, beta services, preview features, or free-of-charge services unless otherwise agreed

• consultancy services, workshops, onboarding, implementation services, or training services, except to the extent expressly agreed in an Order Form

12. Changes to this SLA

Woba may update this SLA from time to time. Updated versions shall apply from the date communicated by Woba or, for existing Customers, from the next renewal, upgrade, or new Order Form unless otherwise agreed.