Support terms: SaaS

Last updated: 19 October 2026

1. Introduction

This document sets out Skyline's service level and support terms for its SaaS (the "SaaS SLA").

This SaaS SLA applies to all of Skyline's SaaS offerings (and constitutes the SLA for the SaaS Service as referred to in the Skyline General Terms and Conditions). It forms part of and is governed by the Skyline General Terms and Conditions, which apply to all SaaS orders placed by Customer with Skyline. Capitalized terms not defined in this SaaS SLA have the meaning given in the Skyline General Terms and Conditions.

2. Definitions

For the purpose of this SaaS SLA, the following terms shall have the meanings indicated below:

"Business Hours" means 9:00 AM until 4:30 PM, Monday through Friday, in the time zone of the geographically closest offices of Skyline (Izegem, Lisbon, Sarajevo, Miami, or Singapore), excluding respective public holidays.
"Corrective Action" means a solution, workaround, or action plan that provides resolution of Customer's Issue.
"Corrective Time" means that part of the processing time when the Issue is being handled by Skyline in order to provide a Corrective Action to Customer.
"DataMiner" means Skyline's monitoring and orchestration software platform commercialized under the trademark DataMiner.
"dataminer.services" means Skyline's collaboration platform located at https://dataminer.services/.
"Issue" means a malfunction or defect affecting the SaaS as categorized under the corresponding Priority Levels in Section 5 of this SaaS SLA.
"Maintenance" means the installation of Updates and/or Upgrades, or other maintenance activities on the SaaS.
"Response Time" means the time given to Skyline to provide a notification of proper receipt and follow-up to Customer.
"SaaS" means the online version of DataMiner, or a part thereof, a software application provided by Skyline. This service is accessed over the internet and is hosted on the Microsoft Azure platform.
"Support" means Skyline's technical assistance through its dataminer.services platform and by telephone or remote connection.
"Support Services" means the service of providing Maintenance and Support for the SaaS.
"Updates" means optimizations, security patches, and bug fixes for the SaaS.
"Upgrades" means the provision of improvements and new functionalities for the SaaS.

3. Monthly Uptime

Skyline commits to a Monthly Uptime of at least 99.9% of the total minutes in any calendar month. Skyline shall issue a Credit to Customer if Monthly Uptime falls below 99.9% of the total minutes in any calendar month, based on the table below.

Monthly Uptime as a percent of minutes in the month	Credit: percent of that month's SaaS fees for the affected SaaS
< 99.9%	5%
< 99%	10%
< 95%	20%

As used above:

"Monthly Uptime" means the total minutes in the calendar month minus the minutes of Downtime suffered during such calendar month; provided that any Downtime of less than two (2) minutes does not count for such purposes, in the aggregate or otherwise.
"Credit" means a service credit issued by Skyline, at Skyline's sole discretion, either as a credit against future SaaS invoices or in the form of equivalent Usage-Based Entitlements (such as DataMiner credits). Credits (a) are calculated solely on that calendar month's SaaS fees (or monthly consumption value) actually paid by Customer for the affected SaaS component, (b) do not apply to any other Deliverables or amounts Customer may owe Skyline, (c) apply to future SaaS invoices or usage only and are non-refundable and non-redeemable for cash under any circumstances (including upon expiration or termination of the Agreement), and (d) must be requested in writing in good faith, referencing the relevant Downtime ticket, within thirty (30) days after the end of the relevant calendar month in which Skyline did not meet the Monthly Uptime for the SaaS. Failure to submit a timely request forfeits any right to a Credit for that month.
"Downtime" means any period during which Customer cannot log in to or access the SaaS, other than because of acts or omissions of Customer or its agents, or failures of software, networks, connectivity, or equipment operated by Customer or under its control. Notwithstanding the foregoing, Downtime does not include: (a) Scheduled Maintenance; (b) failures due to a force majeure event (as described in the Skyline General Terms and Conditions); or (c) suspension or restriction of access in accordance with the Agreement. Downtime begins when Customer submits a Downtime ticket.
"Scheduled Maintenance" means any period of Maintenance on the SaaS that is: (a) performed in accordance with Skyline's applicable published maintenance policy, including the DaaS Planned Maintenance Policy; (b) notified to Customer at least three (3) days in advance; or (c) emergency maintenance required to address critical security vulnerabilities, patches, or stability issues.
"Downtime ticket" means a ticket reporting Downtime, properly submitted by telephone through Skyline's 24/7 telephone Support helpdesk.

4. Support, Ticketing

Skyline shall provide Support to Customer for Issues. On-site support is not included in the Support Services.

When Customer encounters an Issue with the SaaS or wishes to receive Support for another reason, Customer can open a ticket for Support through dataminer.services or call Skyline's Support helpdesk.

Support for Issues is available during Business Hours only, except if Customer has purchased an Out of Business Hours Support plan (which provides 24/7 telephone support for Level 1 Priority Issues). If Customer wishes to create a ticket in follow-up to telephone support, Customer must generate a ticket through dataminer.services.

Customer can consult the status of its tickets on dataminer.services. The ticket number will be used by Skyline for the entire lifecycle of the specific Issue or question.

To enable Skyline to assist Customer in an efficient manner, when generating a ticket or calling Skyline's Support helpdesk, Customer shall, when reasonably required, provide: (a) a reproducible test case, and (b) any relevant log files, trace files, and system files. Customer's failure to provide this information may prevent Skyline from identifying and resolving the Issue.

5. Ticket Priority Levels

Depending on the Priority Level of a ticket, Skyline will address the ticket within the target time frames set out below. Response Time commences once the ticket for the Issue has been created by Customer. Corrective Time commences once Skyline is able to reproduce the Issue. Corrective Time does not include the time during which the Issue has the status "Awaiting Customer Input" or "Corrective Action Proposed". When the Corrective Action consists of an action plan, it shall always include the planned next steps, required Customer actions, and, if possible, a timeline for the next steps.

The following Priority Levels shall be distinguished and assigned by Skyline:

Level 1 priority: A condition where an occurrence renders the SaaS entirely unusable for Customer, and no workaround is available. This includes, for example, a complete outage of the SaaS.
Level 2 priority: A condition where an occurrence partly renders the SaaS inoperative for Customer (possibly solved by means of workarounds or fallback mechanisms).
Level 3 priority: A condition where an occurrence affects the SaaS but does not have a significant operational impact for Customer (possibly solved by means of workarounds or fallback mechanisms).

Priority Level	Availability	Response Time	Corrective Time
Level 1	Business Hours	1 Business Hour	12 Business Hours
Level 2	Business Hours	8 Business Hours	16 Business Hours
Level 3	Business Hours	24 Business Hours	N/A

6. Miscellaneous

Credits provide Customer's sole and exclusive remedies, and Skyline's sole liability and responsibility, for any Downtime, below-target Monthly Uptime, and below-target Issue Response Time and Corrective Time; provided this sentence does not restrict Customer's right, if any, to terminate the Agreement for material breach in accordance with the Skyline General Terms and Conditions.

Under no circumstances is Skyline required to issue Credits in excess of 20% of that calendar month's SaaS fees (or monthly consumption value) for the affected SaaS component.