Service Level Agreement

Definitions

• "We", "Us" or "Our" - FeneCAM Team
• "Website" - online service available at our website and maintained by us.
• "Customer", "You" or "Your" - the company or other legal entity represented by the person registered on our website and using our services.
• "Monitoring service" - 3rd party, independent, website monitoring service (UptimeRobot), which monitors our website and provides website uptime information using publicly available page.
• "Downtime" - the time in which mentioned site is not capable of being accessed or used by customer.
• "Monthly Uptime Percentage" (MUP) - the total number of minutes in a calendar month minus the number of minutes of Downtime in a calendar month, divided by the total number of minutes in a calendar month, multiplied by 100.

Downtime Compensation

We will do our best to provide you 99.99% availability of our website. If the MUP during one calendar month is less than 99.99% you are allowed to claim a compensation in form of the discount based on this definition:

Monthly Uptime Percentage (MUP)	Compensation
Less than 99.99% but greater than or equal to 99.9%	20% of monthly service charges
Less than 99.9% but greater than or equal to 99%	50% of monthly service charges
Less than 99%	100% of monthly service charges

Claim Procedure

You may request the compensation by contacting us by email at support@fenecam.com within 30 days when downtime was detected.

• Email subject must contain words: "SLA Claim"
• Email message must contain the dates and times of each unavailability incident that you are claiming.
• If the claim is approved, the discount will be applied in the following billing period.

Exclusions

This SLA does not apply to:

• Service unavailability caused by planned maintenance of our website - customer is notified in advance by email.
• Service unavailability due to events beyond our direct control.

Last update: January 4, 2026