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Service Level Agreement

Version 1.5
Last updated: 29 September 2026

Applies to all Customers and Partners of Robopack Group A/S

Contents

1. Definitions

Unless otherwise defined below, capitalised terms used in this Service Level Agreement (“SLA”) have the meaning given to them in the Terms of Service and/or the Partner Agreement, as applicable. Titles and section headings are for convenience only.

TermMeaning
AgreementThis Service Level Agreement.
Business DayAny day from Monday to Friday on which Robopack’s support is available during the Support Hours (as defined below). Response Times and Resolution Times are measured in whole Business Days, calculated from Robopack’s receipt of the Incident (or, for Incidents received outside the Support Hours, from the start of the next Support Hours).
CustomerAs defined in the Terms of Service and/or the Partner Agreement, as applicable, meaning an entity that accesses or uses the Services, whether directly or through a Partner.
IncidentAn unplanned interruption to, or reduction in the quality of, the Services.
Partner / MSP / ResellerAs defined in the Partner Agreement.
Response TimeThe period between Robopack’s support team receiving an Incident report (for example, a support ticket) and Robopack’s first substantive human response to that report. A response means Robopack’s first substantive human reply confirming the Incident and that work has begun. Automated replies, including ticket acknowledgements and any AI chatbot or docs-platform response, do not count as a response, and a response does not mean resolution of the Incident.
Resolution TimeThe target period within which Robopack aims to resolve an Incident or provide a workaround, measured from the time the Incident was reported.
Scheduled MaintenancePlanned maintenance of the Services carried out by Robopack in accordance with Section 6.
ServicesAs defined in the Terms of Service.
Severity LevelThe classification of an Incident in accordance with Section 4.
Support HoursMonday to Friday, 09:00–23:00 CET (Danish time), during which Robopack’s support team is staffed to receive and work on Incidents. This coverage is delivered by Robopack’s Danish team (09:00–16:00 CET, excluding Danish public holidays) and its Canadian team (09:00–17:00 Canadian Time, corresponding to 15:00–23:00 CET, excluding Canadian public holidays), and applies equally to Robopack and Tenant Manager. Robopack uses commercially reasonable efforts to be reachable throughout the Support Hours. Incidents may be submitted at any time by support ticket; Incidents received outside the Support Hours are treated as received at the start of the next Support Hours.
Support ServicesThe support services described in Section 8.

2. Purpose and Scope

This SLA describes (i) Robopack’s service levels for the availability of, and incident response to, the Services, and (ii) Robopack’s support model, including the scope of Support Services included and the process for requesting Support Services beyond that scope.

This SLA applies equally to all Services as defined in the Terms of Service, currently comprising Robopack and Tenant Manager. The service levels set out in this SLA do not differentiate between Services unless expressly stated otherwise in the applicable Order Form.

The service levels set out in Sections 3–7 (service availability, severity levels, remedies for non-compliance, scheduled maintenance and exclusions) apply equally regardless of whether the Customer has a direct contractual relationship with Robopack or is served through a Partner under the Partner Agreement. Section 9 sets out how this differs for the purposes of approving and charging for Support Services outside the standard scope.

This SLA is incorporated by reference into the Terms of Service and the Partner Agreement, and forms part of the Agreement between Robopack and the Customer or Partner, as applicable. In the event of any conflict, the order of precedence set out in the Terms of Service and/or the Partner Agreement applies.

3. Service Availability

Robopack will use commercially reasonable efforts to make the Services available with a target uptime of 99.5% measured on a monthly basis and published on the Robopack status page at https://status.robopack.com/, excluding:

  • Scheduled Maintenance carried out in accordance with Section 6;
  • any Force Majeure Event;
  • unavailability or degradation caused by third-party infrastructure or services not controlled by Robopack (including cloud hosting providers, internet service providers, or third-party platforms such as Microsoft 365); and
  • unavailability caused by the Customer’s own equipment, network, unsupported configurations, or unauthorised modifications to the Services.

4. Severity Levels and Response Times

Reported Incidents are classified by Robopack, acting reasonably, into one of the following Severity Levels. Response Times and Resolution Times are measured in Business Days, as defined above, and not in clock hours.

The Response Times and Resolution Times set out below apply to Incidents handled or escalated to Robopack (whether directly, or as second- or third-line support to a Partner in accordance with Section 9). They are independent of, and not to be confused with, the first-, second- and third-line support structure described in Section 9, and do not govern a Partner’s own first-line response time to its Customer.

Certain Incidents (in particular those relating to the underlying platform, infrastructure, or product code, which will typically fall under Severity Levels S1 and S2) can, by their nature, only be resolved by Robopack, as the Partner does not have access to Robopack’s backend systems; the Partner should escalate such Incidents to Robopack without delay. Other Incidents, such as configuration guidance or minor issues typically falling under Severity Levels S3 and S4, may often be resolved directly by the Partner using the Documentation, without the need for escalation to Robopack.

SeverityDescriptionResponse TimeTarget Resolution
S1: CriticalComplete loss of the Services with no available workaround, causing severe impact on Customer’s operations.1 Business DayRegular status updates until resolved; workaround provided as soon as reasonably practicable
S2: HighSignificant functionality is impaired, but a workaround is available.3 Business DaysWorkaround or fix targeted within a reasonable period
S3: MediumMinor fault or defect with limited impact on operations.5 Business DaysFix targeted in a future release
S4: LowGeneral questions, feature requests, or cosmetic issues.No fixed targetAgreed with Partner/Customer, or next applicable release

Response Times and Resolution Times are operational targets measured from Robopack’s receipt of the Incident report; they are not guaranteed deadlines and describe Robopack’s reasonable operational objective, not a contractual delivery deadline giving rise to a right to compensation, unless expressly agreed otherwise in an Order Form.

5. Remedies for Non-Compliance

This SLA does not create a right to service credits or other financial compensation for a missed Response Time or Resolution Time, unless expressly agreed otherwise in an Order Form.

If Robopack fails to meet the Response Time applicable to a given Severity Level, the Partner or Customer, as applicable, may request that the matter be escalated to Robopack’s support management. Robopack will provide a written explanation of the delay and, where relevant, a remediation plan within two (2) Business Days of such request.

6. Scheduled Maintenance

Scheduled Maintenance is preferably carried out outside the Support Hours (that is, outside 09:00–23:00 CET on Business Days). Robopack will provide Partner and/or Customer with reasonable prior notice of Scheduled Maintenance that is likely to cause a service interruption, save where more urgent maintenance is required for security, legal, or technical reasons, in which case Robopack will provide as much notice as is reasonably practicable.

7. Exclusions

Robopack is not responsible for, and this SLA does not apply to, unavailability, degradation or Incidents caused by or attributable to:

  • a Force Majeure Event;
  • third-party infrastructure, connectivity, or services outside Robopack’s control;
  • changes made by Microsoft to Intune or other Microsoft platforms or services on which the Services depend, where such changes prevent the Services from operating and are outside Robopack’s control;
  • the Customer’s or Partner’s own hardware, software, network, or configurations;
  • unauthorised access, use, or modification of the Services; or
  • the Customer’s or Partner’s breach of the Terms of Service, the Partner Agreement, or the Documentation.

Where an Incident is caused by a change made by Microsoft (including to Intune) that prevents the Services from operating, Robopack cannot commit to a Resolution Time, as the required change lies outside Robopack’s control.

8. Support Services

8.1. Standard Support

Standard Support includes onboarding assistance of up to two (2) hours for the Robopack product (for example, setting up patch groups, demonstrating custom apps, radar tracking, script templates, and notifications; onboarding does not include the creation of custom packaging), and up to one (1) hour for the Tenant Manager product (covering connecting and onboarding tenants, and configuring key settings). Standard Support also includes ongoing technical support, troubleshooting, and guidance on the configuration and use of the Services as made available to the Customer. Standard Support is not subject to a fixed hourly cap but is provided subject to fair and reasonable use and to the exclusions set out in Section 8.2.

Fixes and product updates are delivered through the update mechanism of the Services. Communication regarding an Incident takes place through the relevant support ticket, and the reporting party is notified when the ticket is closed.

8.2. Excluded Support Services

Support Services do not include, and Robopack may decline, or offer as separately quoted chargeable work, any of the following (“Excluded Support Services”):

  • physical or on-site security audits, penetration testing, or vulnerability scanning that is requested or required by the Customer or Partner and to be carried out, at the Customer’s or Partner’s initiative, on Robopack’s systems, infrastructure, or the Services;
  • the design, development, or implementation of new or bespoke technical security measures tailored to the Customer’s specific data processing;
  • general Microsoft Intune (or other Microsoft platform) administration, support, or consultancy, and any request or Incident that does not relate to the Robopack or Tenant Manager Services;
  • the creation or configuration of individual, custom packages or scripts for a specific Customer; or
  • any request that, in Robopack’s reasonable assessment, is disproportionate in scope, frequency, or resource requirement relative to standard use of the Services.

Robopack may, as part of Standard Support, guide and assist the Customer or Partner with custom packages, scripts, or apps where reasonable, but does not commit to creating, configuring, or operationally resolving them on the Customer’s behalf.

For the avoidance of doubt, this Section 8.2 does not affect Robopack’s own periodic security audits, ISO certification audits, or penetration testing and vulnerability scanning carried out as part of Robopack’s standard information security program, which Robopack conducts at its own initiative and expense and which are not Support Services under this SLA.

8.3. Additional Support Services and Charging

Before commencing any chargeable work falling under Section 8.2, Robopack will provide a written estimate of scope and cost. Robopack will not proceed, and no charge will apply, without the prior written approval of the relevant approving party identified in Section 9. Approved work is charged at Robopack’s then-current hourly rate as set out in the applicable Order Form or otherwise notified in writing by Robopack, billed in minimum increments of 30 minutes.

9. Contracting Party for Support and Charges

Where Robopack has a direct contractual relationship with the Customer, the Customer is the point of contact for Support Services, and approval of, and payment for, any chargeable Support Services under Section 8.3 is given and made by the Customer directly.

Where the Customer is served through a Partner under the Partner Agreement, the Partner remains the first point of contact for its Customer for all operational and technical support issues, and Robopack provides second- and third-line Support Services to the Partner. In such cases, approval of, and payment for, any chargeable Support Services under Section 8.3 is given and made by the Partner, and Robopack has no obligation to seek approval from, or invoice, the Customer directly. Any arrangement between the Partner and its Customer regarding onward charging is a matter solely between the Partner and its Customer.

10. Reporting

Robopack records, for each support case, the reporting party and the date on which the case was received. Robopack does not track time spent per case. Upon reasonable written request, and no more than once per quarter, Robopack will provide the Partner or Customer, as applicable, with a summary of support case volume for its account. Service availability for the preceding twelve (12) months is published on the Robopack status page at https://status.robopack.com/.

11. Relationship to Other Agreements

This SLA is incorporated by reference into, and forms part of, the Terms of Service and the Partner Agreement. In the event of any conflict or inconsistency between this SLA and the Terms of Service or the Partner Agreement, the order of precedence set out in the relevant agreement applies.

12. Changes to this SLA

Robopack may update this SLA from time to time. Robopack will use reasonable efforts to provide at least 30 days’ prior written notice of any change that is materially adverse to the Partner or Customer. Any such change applies prospectively only.

13. Contact Information

Support requests can be submitted through: