Service Level Agreement

1. Scope

This Service Level Agreement (SLA) defines the service levels provided by Clockodo GmbH in connection with the use of its time tracking software.
It supplements the General Terms and Conditions (GTC) of Clockodo GmbH and forms part of the contractual agreement between Clockodo and the customer – provided that the customer booked the Plus Package of a plan.

This SLA applies to the following services:

• Web application (Clockodo App)
• Mobile applications
• Interfaces (API)
• Customer service (Support)

The purpose of this SLA is to transparently document the quality and reliability of Clockodo’s service offerings.

2. Availability & Response Times

2.1 System Availability

Clockodo aims for an average system availability of 99.5% per month.
The calculation includes only productive operating hours and excludes maintenance windows as well as extraordinary outages caused by force majeure.

2.2 Support Hours

Customer support is available at the following times:
Monday to Friday, 08:00–17:00 (CET), excluding public holidays in Germany.

2.3 Response Times

Clockodo commits to the following response times during the defined support hours (business days):

• 90% of all inquiries are answered within 2 hours
• 98% of all inquiries are answered within 6 hours
• 90% of all phone calls are answered directly by a support agent

These figures refer to initial responses, not to the full resolution of the issue.

2.4. Internal Training Week

Clockodo dedicates one week per calendar year to internal training and team development activities.
During this week, customer support availability may be limited, and the response times specified in Section 2.3 do not apply.
The affected week will be announced in advance via email and within the customer area.

3. Support & Communication

3.1 Channels

Customers reach Clockodo’s support team via the following channels:

• Email: info(at)clockodo.com or support(at)clockodo.com
• Contact form on the website and within the application
• Telephone support during business hours

3.2 Languages

Support is available in German and in English.

3.3 Escalation Procedure

Critical incidents (e.g., service outages affecting multiple customers) are handled internally with the highest priority.

4. Maintenance & Updates

4.1 Scheduled Maintenance

Maintenance is carried out as needed, on average 1–2 times per year.
According to the GTC, Clockodo may perform up to 6 hours of scheduled maintenance per month.
Maintenance typically takes place between 22:00 and 06:00 (CET) or on Sundays.

4.2 Notification

Scheduled maintenance is announced at least 2 business days in advance via email.

4.3 Availability During Maintenance

Maintenance windows are not counted toward the guaranteed system availability, provided they occur during the designated periods and were announced in advance.

5. SLA Exclusions

The following situations are excluded from SLA availability commitments:

• Force majeure (e.g., natural disasters, power outages)
• Misuse or improper operation by the customer
• Scheduled maintenance windows (see Section 4)
• Outages or limitations caused by third-party providers (e.g., internet providers, cloud hosting services)

6. Security & Data Protection

Clockodo complies with the General Data Protection Regulation (GDPR) in accordance with its published privacy policy.

6.1 Backups

• Continuous backups of the live system
• Nightly database backups
• Monthly long-term backups

6.2 Recovery Time

In the event of a system failure, Clockodo aims to restore operational availability within 4 hours.

7. Term and Amendments

This SLA is valid for an indefinite period and automatically becomes part of the contractual relationship upon purchase of a Plus Package for the selected plan.

Clockodo reserves the right to amend this SLA.
Any changes will be announced at least 30 days before taking effect via email or through a notification within the customer area of the web application.
The current version is always available on the Clockodo website.