Legal Center
Status: Draft v0.9 — 11 August 2026 — legal and operational review required before publication. Current provider: Heritage Timepieces AB, org. no. 559491-1157, VAT SE559491115701, Kungsgatan 2C, 223 50 Lund, Sweden. Entity notice: Klocktech AB is under registration and is not the current contracting party. Registration alone does not transfer an agreement. Contacts: legal@heritagetp.com (legal/privacy) · info@heritagetp.com (general).
This schedule applies only when an Order Form expressly incorporates it for a paid production plan. It does not apply to a trial, Beta Feature, sandbox, Professional Services deliverable or free website.
The figures below are proposed commercial defaults. The CTO and support owner must confirm monitoring, staffing, maintenance, incident routing and credit administration before this schedule is offered. If they are not confirmed, the Order Form must state that no contractual SLA applies.
“Covered Service” means the production Klocktech web application and API components controlled by the Provider that are identified in the Order Form. It excludes a Customer device or network and every marketplace, e-commerce platform, identity provider or other Third-Party Service outside the Provider's control.
Connector-specific health may be reported separately. Failure of a third-party API is excluded, but a failure in Klocktech's own adapter while the third-party API is functioning may count if it prevents the Covered Service from performing a supported operation.
Proposed monthly availability: 99.5%.
Monthly Availability Percentage = (total minutes in the month minus Unavailable Minutes minus Excluded Minutes) divided by (total minutes minus Excluded Minutes), multiplied by 100.
“Unavailable” means a majority of authorised users cannot authenticate to or use the core inventory functions of the Covered Service because of a Provider-controlled fault. The Provider's monitoring is the primary measurement source, but reliable Customer evidence—including timestamps, request identifiers, logs or recordings—must be investigated and counted where it demonstrates an otherwise missed Provider-controlled outage. Intermittent or degraded functionality that does not prevent core use is handled through support severity rather than counted automatically as full downtime.
Availability excludes:
The Provider must not classify ordinary corrective maintenance as excluded scheduled maintenance after the event.
| Monthly availability | Credit on the affected monthly recurring fee |
|---|---|
| 99.0% to below 99.5% | 5% |
| 98.0% to below 99.0% | 10% |
| Below 98.0% | 25% |
Credits are capped at 25% of the affected month's recurring fee, are applied to a future invoice and are not cash refunds. The Customer must request a credit within 30 days after the affected month with reasonable details. Credits are the exclusive monetary remedy for the availability failure itself, but not for a separate breach of confidentiality, data protection, security or other obligation.
Proposed standard support is available through info@heritagetp.com, Monday to Friday, 09:00–17:00 Europe/Stockholm time, excluding Swedish public holidays. A production support portal and emergency route should replace the general address before scale. Support languages proposed for launch are English and Swedish.
A separate monitored 24/7 emergency-security route must be configured, tested and identified in the Order Form or status page before any P1 commitment is offered. Until that route and on-call staffing are verified, no contractual P1 response target applies. Ordinary questions and P2–P4 requests remain subject to the support hours above.
The Customer must provide organisation, affected users, item or job identifiers, timestamps, screenshots or logs that do not expose unnecessary personal data, reproduction steps and business impact. The Provider may require an authorised administrator to approve tenant access.
| Severity | Definition | Proposed initial response | Proposed update rhythm |
|---|---|---|---|
| P1 Critical | production service unavailable for most users; confirmed cross-tenant exposure; or active severe security incident | 2 elapsed hours, 24/7, only after the emergency route is activated | every 4 elapsed hours while actively unresolved |
| P2 High | major production function unavailable with no reasonable workaround; material publication or sold-status risk | 8 business hours | each business day |
| P3 Normal | limited defect with workaround, individual connector issue or non-critical degradation | 2 business days | on material progress |
| P4 Request | how-to question, configuration, feature request or cosmetic issue | 5 business days | as appropriate |
Response means acknowledgement and triage, not resolution. No restoration or resolution time is promised unless an Order Form expressly states one. A privacy breach follows the DPA notification rule, even if the support severity table would be slower.
The Provider will use reasonable efforts to schedule disruptive maintenance outside normal business hours, maintain service monitoring, communicate material incidents and provide a proportionate summary after a significant Provider-controlled incident. Security details may be withheld where disclosure would increase risk or violate another person's rights.
The Security Overview and DPA require protected backups and restore testing. Backup frequency, recovery point objective, recovery time objective, regional redundancy and disaster-recovery test cadence are not promised in this draft. They must be confirmed and, if contractually offered, inserted here or in the Order Form before launch.
Support access must be least-privilege, time-limited and logged. Customer approval is obtained where practicable. Emergency access to contain a serious incident is documented and reported as soon as reasonably possible. An outsourced support provider that can access Customer Personal Data must be listed as a subprocessor.