Textkernel

Service Level Agreement

Last Revised: January 19, 2026

Home / Terms and Agreements / Tx Platform Terms of Service / Service Level Agreement

Service Level Agreement

1. AVAILABILITY AND PERFORMANCE LEVELS 


1.1 Textkernel shall make the Services available for 99,5% of each calendar month  throughout the Term of the Agreement, except for the following exclusions: 

  1. Planned downtime in accordance with the Maintenance Windows described in Section 2 below.
  2. The negligence or intentional misconduct of Licensee, its other vendors, its representatives or agents;
  3. Force Majeure Event(s);
  4. Licensee’s failure to implement maintenance or remedies that require Customer action;
  5. Any third-party products, services, hardware,  software or content;
  6. Company’s failure to provide qualified staff to assist Textkernel in resolving any service level issues;
  7. Company’s failure to provide Textkernel with adequate remote access to enable Licensor to perform remote diagnosis and maintenance; or
  8. Use of the Textkernel Service other than in accordance with Agreement, applicable documentation and/or specifications.

 


1.2 Failure of Textkernel to achieve the foregoing Availability shall mean the following penalties apply:

 

Availability per month

Penalty of pro-ratio monthly license fees

99,5% to 100%

0%

99% to 99,5%

5%

98,8 to 99%

7,5%

98,6 to 98,8%

10%

98,4 to 98,6%

12,5%

98,2 to 98,4%

15%

98 to 98,2%

20%

<98%

25%


1.3 Claim Process.  In order to receive a credit under this Service Level Agreement,  Customer must submit the claim by email to billingsupport@bullhorn.com within five (5) days of the end of the applicable month. Customers who are in default of any material contractual obligations under the Agreement shall not be eligible for any credit under the Service Level Agreement. Service level uptime shall be calculated using Textkernel’s system logs and internal records.  Information regarding the status of Textkernel’s networks, maintenance schedule, updates, etc. can be found at https://status.textkernel.nl.


2. Maintenance Windows

2.1 Maintenance Windows means: scheduled time reserved for regular maintenance or system recovery testing in production environments, during which the Service may not be Available, and which may be performed by Textkernel as set out below:

Maintenance Window

EU 

Amsterdam times

US

Amsterdam times
(US Times)

Impact

< 2hrs

TUE or THU 23:00-02:00 CET/CEST

WED or FRI 07:00-11:00 CET/CEST

(01:00-04:00 EST/EDT)

Anticipated Downtime < 30 minutes *

> 2 hrs

SAT or SUN 08:00-13:00 CET/CEST

(02:00-07:00 EST/EDT)

SAT or SUN 08:00-13:00 CET/CEST

(02:00-07:00 EST/EDT)

Anticipated Downtime < 120 minutes **


* Textkernel will notify Company 1 week ahead of the Maintenance Window. If the anticipated Downtime is below 5 minutes Textkernel will not send a notification. 

** Textkernel will notify Company 2 weeks ahead of the Maintenance Window. If Textkernel anticipates a Downtime of more than 120 minutes, Textkernel will communicate this clearly to Company.

2.2  Emergency maintenance to avoid imminent security threats (for example, but not limited to security vulnerabilities/prevention of degradation in one of our critical components) may be deployed outside of the Maintenance Window if deemed necessary. Textkernel will make every reasonable effort to perform unscheduled emergency maintenance during Maintenance Windows. Texternel will make reasonable efforts to provide Company with advanced notice of anticipated emergency maintenance. 

2.3  Textkernel publishes all of its maintenance on https://status.textkernel.nl