1. Eligibility and Scope
Cryptolens AB, trading as Devolens (“Devolens”), provides this SLA for Scale subscriptions that include it and Business subscriptions with an active Standard SLA add-on identified in the subscription or order. Coverage starts when this SLA is incorporated into the subscription and the eligible plan or add-on is active. Coverage is not retrospective; free, trial and development-only subscriptions are excluded. This SLA covers Devolens’ hosted production API for license activation, validation and deactivation (“Covered API”). Other services, customer applications and customer-hosted license servers are excluded. A separately agreed SLA takes precedence for its covered services. Otherwise, this SLA takes precedence over conflicting availability and service credit provisions in Devolens’ general agreement; its other provisions continue to apply.2. Availability Commitment
Devolens commits to 99.9% Monthly Availability, measured for each UTC calendar month during active coverage: Monthly Availability = 100 × (Covered Minutes − Downtime Minutes) ÷ Covered Minutes Covered Minutes are the minutes with active SLA coverage. Downtime Minutes are confirmed interruptions preventing valid covered operations because of failures in the Covered API or its supporting infrastructure, including connection failures, service-side errors and timeouts. Requests must follow the API documentation and agreed usage limits. Customer-specific and individual-operation interruptions qualify; overlapping interruptions count once. Correct rejection of an invalid, expired or blocked license is not downtime. Devolens assesses interruptions using monitoring, operational logs and reasonable customer evidence; a public status-page entry is not required.3. Service Credits
If Monthly Availability falls below the commitment, an affected customer may claim:
Credits apply to recurring production subscription and SLA add-on fees for the covered period, after discounts. Taxes, overages, professional services, one-time charges and unrelated add-ons are excluded. Prepaid fees are allocated evenly across covered months; partial months and subscription changes are prorated.
Only the highest monthly credit applies, capped at 30% of eligible fees. Credits do not accumulate across incidents or duplicate credits under another SLA.
Credits use the subscription’s billing currency and apply to future invoices, including renewals. They are non-transferable, cannot be exchanged for cash unless agreed or legally required, and expire when the subscription ends.
4. Exclusions and Maintenance
Downtime excludes interruptions to the extent caused by:- Customer equipment, networks, code or configuration where the Covered API works correctly.
- Invalid credentials, unsupported configurations or usage exceeding agreed limits.
- Internet connectivity failures outside Devolens’ and its hosting providers’ networks.
- Suspension permitted by the subscription agreement.
- Force majeure under the subscription agreement.
- Scheduled maintenance meeting the requirements below.