Datacake SLA

Service Level Agreement (SLA)

Between Datacake (“Datacake,” “we,” or “us”) and Customer (“Customer,” “you”)

Version: 2024 - Including Datacake LNS

1. Definitions

• Availability – Accessibility of the Datacake IoT Platform (the “Cloud Services”) by the Customer, calculated by subtracting from 100% the percentage of minutes during the month in which there was Unavailability.
• Business Hours – Hours between 9:00am and 5:00pm (CET/CEST).
• Cloud Services – The hosted and managed Datacake IoT Platform provided on a shared, multi-tenant basis, which may include device and API integration adapters, the Datacake LoRaWAN Network Server (if applicable), management backend, databases, data processing queues, GraphQL API, rules engine, webhooks, reporting, and other features that Datacake makes available as a subscription-based SaaS.
• Customer – The individual or entity that has entered into an End-User License Agreement (EULA) or other overarching contract with Datacake for use of the Cloud Services.
• Defect – A malfunction in any of the Cloud Services’ components where such component fails to perform according to its documented specifications.
• Effective Date – The date on which the Cloud Services are made commercially accessible to the Customer.
• End-User License Agreement (EULA) – The overarching agreement with general terms and conditions between Datacake and the Customer, under which this SLA is provided as an exhibit.
• Frontend – The graphical web interface (or dashboard) used to manage the Cloud Services, accessible by the Customer.
• Incident – An operational occurrence within the Cloud Services (as a result of a Defect) that degrades the Availability and which Datacake validates as a degradation of the Cloud Services.
• Order – Datacake’s product ordering documentation or subscription flow, as defined in the EULA or other commercial agreement.
• Reseller – An authorized entity who resells Datacake’s products and services on Datacake’s behalf.
• Software License – Any Datacake-provided, downloadable software product meant for on-premises or self-hosted deployments. (Note: This SLA does not apply to such self-hosted deployments unless explicitly stated.)
• Support – Direct contact with Datacake’s Help Desk for incident and bug reporting, Cloud Services unavailability, feature requests, and general assistance.
• Term – The subscription period during which the Cloud Services are commercially provided to the Customer.
• Unavailability – A period, measured in minutes, where the Customer experiences limited or no access to the Cloud Services, subject to the terms of this SLA.
• Written Notice – A message submitted via the official support channel (e.g., support@datacake.de) or any dedicated portal designated by Datacake for SLA or incident reporting.

2. Subject

1. This SLA describes the guarantees regarding Availability and Defect resolution times for the Datacake IoT Platform (“Cloud Services”).
2. This SLA describes Datacake’s Help Desk support processes, scope, and response times.
3. This SLA does not apply to Software Licenses (self-hosted deployments), except where explicitly noted regarding Help Desk Support.
4. Datacake may update this SLA from time to time to account for technical or market changes. The Customer is bound by the most recent version of this SLA published at https://datacake.co (or a relevant Datacake domain).
5. Claims or issues regarding the Cloud Services may be settled between the Customer and Datacake directly, or between the Customer and a Reseller in cases where the Cloud Services were purchased through that Reseller.
6. This SLA is effective as of the Effective Date set out in the Customer’s Order or subscription.

3. Cloud Services and Component Criticality

The Datacake IoT Platform includes multiple service components. Their criticality for overall service continuity is categorized as follows:

Service Components	Component Criticality
Device Integration Adapters (LoRaWAN, API)	Critical
Datacake LNS (LoRaWAN Network Server)*	Critical
Management Backend (User Data, Workspace Structure)	Critical
Non-Time-Series Database (User Data, Workspace)	Critical
Time-Series Database (Device Measurement Data)	Critical
Data Processing Queues (Data Ingestion, API Requests)	Critical
GraphQL API (Frontend & Third-Party Integrations)	Critical
Rules and Rule Engine (Alerts, Automation)	Critical
Outgoing Webhooks (Sending data externally)	Critical
Reporting Server (Automated Reports)	Non-critical
Internal MQTT Server (Live Dashboard Updates)	Non-critical

• Note: When Datacake leverages The Things Stack or The Things Industries’ LoRaWAN Network Server, specific LoRaWAN-related service requirements and SLAs may be further governed by TTI’s SLA (or a similarly updated URL). Datacake may adopt TTI’s standards and best practices for LoRaWAN connectivity aspects of the service.

4. Cloud Services Uptime Commitment

1. Monthly Availability

Datacake aims to make the Cloud Services available 24x7, with a monthly Availability of at least 99.9% for all Critical Components listed in Section 3 (“Services Uptime Metric”).

1. Latency

Where relevant, Datacake provides a rolling hourly average, one-way latency for data ingestion and processing. While specific numeric latency targets may vary depending on the data path (e.g., from LoRaWAN Gateway through TTI LNS to Datacake’s databases and APIs), Datacake strives to keep typical end-to-end latencies within a range that supports normal IoT workloads. Detailed latency metrics may be provided upon request or via Datacake’s status monitoring pages.

1. Incident Response and Recovery Times

Datacake commits to the following response and workaround times for validated Incidents during Business Hours:

Defect Category	Response Time	Recovery/Workaround Time
Critical Component down	2 hours	4 hours
Critical Component impaired	4 hours	8 hours
Non-critical Component down	8 hours	12 hours
Non-critical Component impaired	8 hours	12 hours

- Incidents must be reported by the Customer via **Written Notice**.
- *Response Time* is calculated from the moment Datacake receives the Written Notice.
- For **Critical Components**, Customers should label or categorize the ticket as “Critical Incident” to ensure the correct priority and internal alerting.

5. Boundaries and Exclusions

The Services Uptime Metric shall not apply to Unavailability that results from:

1. Free or Evaluation Tiers: Any free or “trial” tier service that Datacake may offer, which is provided on a best-effort basis.
2. Customer-Side Issues: Failures or limitations due to Customer-side infrastructure (including networks, hardware, or software not under Datacake’s control).
3. Third-Party Hosting Providers: Outages or disruptions at Datacake’s hosting providers that are beyond Datacake’s reasonable control.
4. DNS Errors: Third-party domain name system (DNS) errors or failures outside Datacake’s control.
5. Outdated Client Environments: Use of operating systems, browsers, or other software that are unsupported or outdated.
6. Scheduled Maintenance: Routine or scheduled maintenance (including system upgrades) that may result in planned downtime. Datacake will strive to provide at least 5 days’ advanced notice for such maintenance and to limit maintenance windows to 2 hours.
7. Emergency Maintenance: Critical or emergency maintenance required to prevent further degradation of the Cloud Services, for which Datacake may not be able to provide advance notice.
8. Exceeding Rate Limits: Customer or third-party services that cause disruptions by exceeding Datacake’s published API or other throughput limits.

6. External LoRaWAN Network Server (When Applicable)

If Datacake relies on The Things Stack or The Things Industries (TTI) for LoRaWAN network functionality, any specific LoRaWAN device and gateway requirements or compliance guidelines (e.g., device certification, DevEUI requirements, gateway configuration) are governed by TTI’s policies. For further details, please refer to TTI’s SLA at:

Service Level Agreement | The Things Industries

7. Security and Backups

1. Daily Backups

Datacake performs daily backups of critical metadata (including security keys, user and device data, application structures, and device states) and stores such backups for up to 7 days (unless a custom retention policy is agreed upon).

1. Rollback Mechanisms

Datacake uses automated deployment and rollback mechanisms during updates to minimize downtime and prevent data loss.

1. Standards Compliance

Where LoRaWAN services are provided, Datacake’s LoRaWAN Network Server (or the TTI-based environment) aligns with current major LoRaWAN Specifications, Backend Interfaces, and Regional Parameters published by the LoRa Alliance.

1. Encrypted Communication

Datacake enables encryption (e.g., TLS/SSL) on inbound and outbound endpoints.

1. Rate Limiting

Datacake implements industry-standard rate limiting to safeguard availability and security. Datacake is not liable for Unavailability caused by the Customer exceeding these rate limits.

1. Monitoring and Vulnerability Disclosure

Datacake continuously monitors the Cloud Services and maintains a responsible disclosure channel (e.g., support@datacake.co) for reporting potential vulnerabilities.

8. Additional Help Desk Support

1. Self-Service Documentation

Datacake provides documentation for debugging, troubleshooting, and best practices at https://docs.datacake.de (URL subject to change).

1. Help Desk Support Plans

The Customer may subscribe to a Help Desk Support plan for additional assistance. These plans, together with their respective conditions, are further detailed in Section 11: Support Packages below.

- *Response Times* under these plans refer to initial responses to support requests made during Business Hours.
- Additional or custom SLAs may be available upon mutual agreement.

9. Performance Reporting and Service Credits

1. Status Transparency

Datacake provides real-time and historical platform status information via a public or private status page (e.g. https://datacake-status.com/), reflecting uptime and incident history of the Cloud Services.

1. Service Credits

If Datacake fails to meet the Services Uptime Metric (99.9% monthly Availability for Critical Components), the Customer may be eligible for a Service Credit. The credit percentage is calculated as follows:

- Service Credit (% of monthly fees) = (99.9% - Actual Availability) × 10
- **Example**: If the monthly Availability is 98% (i.e., 1.9 percentage points below 99.9%), then the credit equals 1.9% × 10 = 19%.

1. Limitations
   • Total cumulative Service Credits cannot exceed 100% of the monthly fee.
   • Service Credits are applied to the invoice of the next billing cycle or any other form (Requires negotiation)
   • To claim a Service Credit, Customer must submit a request (via Written Notice) within 30 days of the event that triggered the Service Credit.

10. General

1. Entire Agreement

This SLA is part of the overarching contract (EULA or other legal agreement) between Datacake and the Customer. In the event of conflict between this SLA and the EULA, the EULA will prevail, except where this SLA explicitly provides higher levels of service.

1. Governing Law

This SLA is governed by the same law, jurisdiction, and dispute resolution mechanisms detailed in the EULA or other controlling agreement.

1. Updates

Datacake may update this SLA from time to time. Updates take effect upon publication, unless otherwise stated.

1. Severability

If any provision of this SLA is held to be invalid or unenforceable, the remaining provisions shall remain in full force and effect.

11. Support Packages and Conditions

Below is the Support Packages information from our billing documentation, which further defines the support tiers, response times, support channels, and related conditions.

Overview

	Free	Standard	Premium
Pricing	Free	200.00 €	500.00 €
Payment Interval		monthly	monthly
Discount on yearly payment		5%	15%
Response Time	Best Effort	< 5 Hours	< 60 Minutes
		Within working hours	Within working hours
Support Channels
E-Mail	Yes	Yes	Yes
Live-Chat	Yes	Yes	Yes
Slack	No	No	Yes
Monthly Update Calls	No	No	Yes
Ticket Escalation	No	No	Yes
Development Support
Device Templates	Best Effort	< 7 days	< 1 day
Custom Decoder Development	No	Yes	Yes
Dashboards	No	No	Yes
Onboarding Services
Import Devices	No	No	Yes
Create Customer Dashboards	No	No	Yes

Explanation

You can find a detailed description on our support packages on our documentation or reach out to Datacake directly if you have additional questions.

Datacake and Customer have caused this SLA to be executed by their duly authorized representatives as of the Effective Date.

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End of SLA Document

Please let us know if you need any further refinements or specific legal clauses.