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Service Level and Support Policy

Standard availability and support commitments

Tomorrowfy GmbH · Version 1.1 · Effective 20 August 2026

1. Scope

This policy applies to paid production EverSubs services unless an Order Form states different commitments. It does not apply to beta, preview, trial, sandbox, development, staging, or customer-operated systems.

2. Availability objective

Tomorrowfy targets 99.9% Monthly Uptime for the production service. Monthly Uptime is calculated as: (total minutes in the calendar month minus Unavailable Minutes) divided by total minutes in the calendar month, multiplied by 100.

The service is unavailable when a material production function is not usable by substantially all affected Customer users because of a failure within Tomorrowfy’s controlled service. Intermittent or partial degradation is counted in proportion to the material function and affected Customer population where reliable measurements are available.

Excluded time

Unavailable Minutes do not include:

  • planned maintenance announced at least 48 hours in advance, normally outside Support Hours, up to eight hours per month;
  • emergency maintenance reasonably necessary to protect security or service integrity;
  • failures of Shopify, Customer systems, Customer-directed integrations, internet carriers, or other systems outside Tomorrowfy's reasonable control;
  • Customer configuration, credentials, code, data, misuse, or failure to follow documentation;
  • suspension permitted by the contract;
  • force majeure; or
  • beta, preview, evaluation, or no-charge features.

3. Service credits

99.0% to below 99.9%
Credit on affected monthly fee
2.5%
95.0% to below 99.0%
Credit on affected monthly fee
5%
Below 95.0%
Credit on affected monthly fee
10%

Credits apply to the monthly recurring fee for the affected production service, are capped at 10% of that fee for the month, and are applied to a future invoice. To claim a credit, the Customer must email support@tomorrowfy.com within 30 days after the affected month with the dates, times, affected function, and reasonable supporting details. Tomorrowfy will compare the claim with its monitoring and logs. Credits are not cash refunds and are the exclusive monetary remedy for failure to meet the availability objective, subject to liability that cannot legally be limited.

4. Support Hours and channel

Standard Support Hours are Monday to Friday, 09:00–17:00 Europe/Berlin time, excluding public holidays observed in Munich, Germany. Requests may be sent to support@tomorrowfy.com or, where Tomorrowfy has made one available to the Customer, through the Customer’s external Tomorrowfy Slack support channel. Messages in that channel are visible to its participants, so Customers must not post passwords, access tokens, full payment data, special-category personal data, or other unnecessary confidential information in Slack. A response target means acknowledgement by a person who begins triage; it is not a guaranteed resolution time. Business Hours are elapsed only during Support Hours.

5. Severity and response targets

Critical
Definition
Production is unavailable, or a security or data-integrity event causes severe and continuing impact, with no reasonable workaround.
Initial response
2 Business Hours
High
Definition
A major production function is materially degraded for multiple users, but the service remains partly usable or a workaround exists.
Initial response
8 Business Hours
Normal
Definition
Limited defect, configuration question, general request, documentation issue, or feature request.
Initial response
24 Business Hours

Tomorrowfy may reclassify a request based on observed impact and will explain a material change. The Customer will provide timely access, logs, examples, and contacts reasonably needed for diagnosis. If requested information is missing, the response target still applies to acknowledgement, but resolution work may pause.

6. Incident communications

For a material service incident, Tomorrowfy will provide available status information and reasonable updates until service is restored or a stable workaround is available. Security incidents should also be sent to security@tomorrowfy.com. Personal-data breach notification is governed by the DPA and is separate from support response targets.

7. Maintenance and changes

Tomorrowfy will use reasonable efforts to schedule planned maintenance outside Support Hours and minimize disruption. Emergency maintenance may begin without advance notice when reasonably necessary for security, legal compliance, or service stability.

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