Service Level Agreement

Quality of the Services. Annex to the Connection Agreement. Availability, maintenance, backups, helpdesk, incidents and exit.

Reference: LEG-SLA-01
Organisation: The Selection Lab B.V.
Version / period: Version 2026.9 · September 2026
Address: Sint Pieterspoortsteeg 19, 1012 HM Amsterdam
Contact: [email protected]
Chamber of Commerce: 71341730
Telephone: +31 (0)20 244 3212

This Service Level Agreement describes the quality of the Services provided by The Selection Lab to the Client based on the Connection Agreement entered between the Parties. This Service Level Agreement forms an integral and inseparable part of the Terms and Conditions applicable to the Platform of The Selection Lab.

1 Definitions

In this Service Level Agreement, certain terms are written with a capital letter. These terms shall have the meaning assigned to them in the list below, both in singular and plural form.

Other capitalized terms in this Service Level Agreement shall have the meaning assigned to them in the Terms and Conditions.

2 General

2.1 The guarantees or obligations of result provided by The Selection Lab in this Service Level Agreement shall not apply in the following cases:

1. if the Client or End Users have made changes to or performed actions with respect to the Services that are not permitted under the Connection Agreement, the Terms and Conditions, or other written agreements between the Parties;
2. if the Incident or notification results from errors in or problems with hardware, software, or materials of third parties, the use of which was prescribed to The Selection Lab by the Client;
3. if the Client has not followed, or has not fully or timely followed, reasonable advice or instructions given by The Selection Lab regarding the Services;
4. if the Incident or notification is related to a higher load on the Services than is permitted under the Connection Agreement, the Terms and Conditions, or other written agreements between the Parties; or
5. in the case of force majeure.

2.2 This Service Level Agreement explicitly does not apply to integrations with external systems. For such integrations, The Selection Lab adheres to the provisions of this SLA only for the parts over which The Selection Lab has control.

2.3 If the integrations are created by third parties, The Selection Lab may provide advice regarding them.

2.4 In the situations described in paragraphs 1 and 2, any guarantees or obligations of result from The Selection Lab shall be suspended until the force majeure situation has ended and the integrations are functioning again. Of course, The Selection Lab will make every effort to support the Client as best as possible during such situations. Any costs incurred in this context will be borne by the Client and will be invoiced based on actual hours worked at The Selection Lab's standard hourly rate.

2.5 If The Selection Lab fails to meet the agreements set out in the SLA for longer than one quarter from the moment of written notice, The Selection Lab shall pay a penalty of 20% of the daily value of the contract for each following day that the commitments are not met. For example, if a monthly contract of €30,000 has been agreed, The Selection Lab shall pay a penalty of €200 per day to the Client.

2.6 A penetration test will be conducted at least once every 12 months by an independent, qualified external party.

3 Maintenance of the Services

3.1 During the term of this Service Level Agreement, The Selection Lab shall maintain the Services for the Client. The maintenance activities to be performed by The Selection Lab include:

1. Corrective maintenance: fixing Errors reported by the Client or third parties or identified by The Selection Lab.
2. Adaptive maintenance: adding new Functionalities and/or expanding existing Functionalities.
3. Preventive maintenance: taking measures to avoid or prevent future incidents.
4. Perfective maintenance: improving or optimizing the performance of existing Functionalities.

3.2 Maintenance activities may, in exceptional cases, result in the Services being temporarily unavailable or only partially available. To minimize disruption caused by such maintenance, The Selection Lab shall make every effort to perform Scheduled Maintenance outside the Client's business hours and peak times.

3.3 In deviation from the above, Scheduled Maintenance may also be performed during the Client's business hours if the work to be carried out is not expected to result in Unavailability.

3.4 In the case of Scheduled Maintenance that will cause the service to become unavailable, The Selection Lab will make every effort to notify the Client as soon as possible via email, providing information about the nature and expected duration of the work.

3.5 Emergency Maintenance may be performed at any time due to its impact and urgency, even if it results in temporary Unavailability. The Selection Lab shall make every effort to inform the Client as soon as possible about the nature and expected duration of such work.

3.6 Maintenance may result in the modification and/or improvement of existing Functionalities to optimize the Platform. The Selection Lab shall make every effort to notify the Client in advance by email in the event of any substantial changes in Functionality.

4 Availability

4.1 The Selection Lab guarantees a quarterly Availability of 99.9%.

4.2 Availability is determined by The Selection Lab on a quarterly basis. The following formula is used to calculate the Availability stated in Article 4.1.

B = (Tm − ∑Om) / Tm × 100%
Tm = total number of minutes in the relevant quarter · Om = (the sum of) the number of minutes of Unavailability in the relevant quarter · B = realized Availability in the relevant quarter

4.3 In the calculation of Availability using the formula above, any Unavailability due to force majeure is not taken into account.

4.4 The provider commits to a maximum response time of 3 seconds for all pages. These performance targets are reviewed and adjusted regularly to ensure optimal performance.

5 Backups

5.1 The primary database of the Platform is protected by continuous point-in-time recovery. In addition, The Selection Lab automatically stores a Backup of the Platform every day and copies it to a separate, write-protected backup vault in another region.

5.2 The Selection Lab applies a Point in Time Restore Policy of thirty-five (35) days.

5.3 The Backups created by The Selection Lab will be retained for a period of thirty-five (35) days. After this period, they will be automatically deleted.

5.4 The Backups created by The Selection Lab are primarily intended for Errors on the side of The Selection Lab. If the Client requests that certain files be restored or provided without such an Error having occurred, The Selection Lab may charge reasonable costs to the Client, based on its blended hourly rate. A standard backup restoration takes 0.5 hours.

6 Helpdesk

6.1 The Selection Lab shall provide a reasonable level of support to the Client in the event of End User Questions. During Business Hours, the Client can contact The Selection Lab via the chat function in the Platform and submit a notification.

6.2 The Selection Lab will make every effort to respond to End User Questions within one (1) working day.

7 Change Requests

7.1 Any Change Requests can be submitted by the Client to the Helpdesk.

7.2 The Selection Lab will make every effort to assess whether a Change Request can be implemented and provide feedback to the Client within five (5) working days.

7.3 The time actually required to implement the Change Request depends on the nature of the request and may vary on a case-by-case basis. The Parties will agree in consultation on the timeline (and, if necessary, the specific timing) for implementation.

8 Reporting Incidents

8.1 If the Client identifies an Incident while using the Services, the Client shall report it to the Helpdesk. The Helpdesk is available 24/7 through the platform. The Selection Lab's Response Time depends on Business Hours and the Priority of the Incident.

8.2 When reporting an Incident, the Client must provide the following information to The Selection Lab:

1. the company name;
2. the name and contact details of the contact person for further follow-up;
3. a complete and clear description of the Incident;
4. a description of any steps already taken by the Client;
5. the consequences and scope of the Incident;
6. the status of the Incident.

8.3 The Client ensures that the submitted report is accurate and complete. If this is not the case, The Selection Lab may be unable to respond in a timely manner and/or resolve the Incident.

8.4 The Client shall provide all reasonable cooperation necessary for The Selection Lab to investigate and resolve the reported Incident. This includes, but is not limited to, providing all relevant information and granting access to locations, services, or accounts under the Client's control insofar as necessary to resolve the Incident. The Selection Lab may suspend the handling of the report if the Client fails to provide the reasonably required cooperation.

9 Incident Resolution

9.1 A staff member of The Selection Lab will assess the Incident report submitted by the Client as soon as possible and subsequently determine the Priority. The Priority is established based on the impact and urgency of the Incident, using the information provided by the Client and the tables outlined below.

Impact

Urgency

9.2 Based on the assigned impact and urgency of an Incident, The Selection Lab will determine its Priority according to the matrix below. The rows show Urgency, the columns show Impact.

9.3 If the Client disagrees with the Priority assigned to the Incident by The Selection Lab, the Client must immediately notify the Helpdesk. The issue will then be escalated to the management level in order to reach an appropriate resolution. In such a case, both Parties shall make every effort to reach an agreement on the correct Priority level of the Incident.

9.4 The Selection Lab commits to the following Response Times (during Business Hours) based on the assigned Priority.

9.5 The Selection Lab will make every effort to keep the Client reasonably informed throughout the resolution of an Incident, including progress updates and expected resolution time.

10 Exit Procedure

10.1 In the event of termination of the Connection Agreement or bankruptcy of The Selection Lab, The Selection Lab shall provide reasonable cooperation to the Client to transfer the data stored via the Services to the Client.

10.2 The Selection Lab shall provide the Data to the Client in a commonly used file format (e.g., PDF or CSV) and in a manner to be agreed upon by the Parties. Any additional costs incurred by The Selection Lab in providing the cooperation described in this article shall be borne by the Client. These costs will be charged based on actual hours worked at The Selection Lab's standard hourly rate.

10.3 The Selection Lab is only obliged to provide the cooperation described in this article once the Client has fully paid all amounts due under the Connection Agreement and this Service Level Agreement and has fulfilled all other obligations arising therefrom.

10.4 Once The Selection Lab has provided the cooperation described in this article, or the Client has indicated that such cooperation is not required, The Selection Lab shall be entitled to destroy or delete the data stored via the Services and any related backups.

Reference documents

Document control. Service Level Agreement, version 2026.9, September 2026, prepared by The Selection Lab B.V., Amsterdam, the Netherlands.