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Support and SLA

Last updated: 16 May 2026 · Support Policy v1.0 · SLA v1.0

Support Policy

Version: 1.0
Date: 2026-05-16
Aligned to: ARC Topic 9 (Operations & Support); SAP Store Support Requirements; T&C Annex A; DPA Sec. 10

1. Scope

This Support & Maintenance Policy applies to all Customer subscriptions to Business Partner Validator purchased through SAP Store, under Mixconix’s agreement in the SAP PartnerEdge Build programme. It supplements (and is consistent with) the T&C Annex A — Support & Maintenance and the EULA Annex A — Support & Maintenance.

2. Support hours
Standard hours Monday–Friday, 09:00–17:00 Europe/Bucharest (EET / EEST), excluding Romanian public holidays
Time zone EET (UTC+2) / EEST (UTC+3, summer)
Extended hours (P1 only) 24/7 on-call rotation for P1 — Service-down or security incidents — with response within 4 hours

3. Channels

Channel When Address
Email All tickets support@mixconix.com (primary)
Escalation email When standard support has not responded within SLA office@mixconix.com
Status page Real-time incident updates (roadmap) status.mixconix.com
Customer portal Tracking and history (roadmap) linked from BPV UI footer

The phone hotline is on roadmap for the Enterprise edition.

4. Languages supported

  • Romanian (primary; native).
  • English (full).
  • German (post-GA; targeted within 60 days of first DACH customer).

5. Scope — in / out

5.1 In scope

  • The BPV application code, its OData service, the Fiori UI, all 155 validation rules in 28 rule groups and the AI modules.
  • The Mixconix-published standard destinations (e.g., OPENIBAN, VIESVAT).
  • Mixconix Sub-processors (see DPA Annex III) where the issue is attributable to Mixconix’s side.
  • DRC certificate management within BPV (PFX upload, lifecycle alerting).

5.2 Out of scope (commercially reasonable assistance provided)

  • SAP BTP platform incidents — addressed by SAP through the SAP BTP support channels; Mixconix coordinates with SAP and updates the Customer.
  • Third-party validation API outages — VIES, ANAF, BRREG, OpenIBAN, Peppol SMP / Directory, ELSTER / DRC, Geoapify / Google Maps. Mixconix surfaces the upstream incident, applies graceful degradation, and communicates status.
  • Customer S/4HANA system issues — addressed by the Customer’s SAP support / Cloud Connector / IdP support.
  • Customer-side configuration errors — destination misconfiguration, role-collection mis-assignment, IdP trust issues. Mixconix support assists with guidance but cannot modify the Customer’s SAP BTP subaccount.

6. Severity matrix and SLA targets

Measured within Support Hours (Section 2). Times restart at the start of the next Support Hours window for any continuation.

Severity Definition Initial response Workaround Target resolution
P1 Service is down, severe degradation affecting many users, or a Personal Data Breach is suspected 4 hours 1 business day 2 business days (best efforts)
P2 Major feature degraded; important functionality affected; production usage impaired but not blocked 8 hours 2 business days next patch / maintenance release
P3 How-to questions, minor issues, enhancements, cosmetic defects 1 business day n/a next planned release / KB article

7. Personal Data Breach handling (cross-reference DPA Sec. 10)

In the event Mixconix becomes aware of a Personal Data Breach affecting Customer Personal Data:

  1. Mixconix notifies the Customer without undue delay and where feasible within 48 hours of awareness.
  2. The notification includes the categories and approximate number of Data Subjects and records concerned, likely consequences, mitigation measures, and the Mixconix data-protection contact.
  3. Mixconix cooperates with the Customer in fulfilling any notification obligations to Supervisory Authorities and Data Subjects.

A breach is a P1 incident by definition.

8. Customer responsibilities

  • Designate authorized contacts — at least one primary technical contact and one alternate; identified in the SAP Store order or via support ticket.
  • Provide logs and error IDs when reporting an incident — including the BPV correlation ID, tenant URL, and reproduction steps. Mask VAT, IBAN, and personal data when sending sample payloads.
  • Grant reasonable access to a test environment for reproduction where the issue cannot be reproduced on Mixconix-side fixtures.
  • Apply security patches released by Mixconix in a timely manner (security patches are released as out-of-band releases for P1 vulnerabilities).
  • Inform Mixconix of any change in primary contact, IdP configuration, or DRC certificate lifecycle.

9. Maintenance windows

  • Planned maintenance: outside Customer business hours where feasible, with ≥ 2 business days’ notice sent to all authorized contacts.
  • Emergency maintenance: may occur without notice when required to remediate a security or stability incident; the Customer is notified during the incident response.
  • Maintenance content: code updates, configuration updates, infrastructure scaling, certificate rotation on BPV’s side.

10. Measurement methodology

  • Response times are measured from email receipt timestamp (the auto-acknowledgement establishes the start time) to the first substantive human response.
  • Resolution times are measured from the same start time to a state where the Customer can resume normal operation (either workaround or fix).
  • A monthly support report is available on request for Pro / Enterprise editions.

11. Knowledge base and self-service

  • A Knowledge Base of how-to articles is published on the Mixconix support portal (roadmap; initial articles ship at GA in 09_Demo_Video_and_Live_Demo/ mirror).
  • The BPV in-app help (per ARC Topic 5 — User Assistance) provides context-sensitive guidance.

12. Service Credits

Service Credits, if any, are defined in the SAP Store listing and Order Form per edition; the credit calculation references the availability target (99.5% monthly for production tenants) defined in T&C Section 11. Indicative:

  • Availability ≥ 99.5% — no credit.
  • Availability 99.0–99.49% — 5% credit on the affected month.
  • Availability 95.0–98.99% — 10% credit.
  • Availability < 95.0% — 25% credit, capped at the monthly fee.

Note: these figures are indicative; final Service Credit values are set in the Service Level Agreement below.

13. Escalation matrix

Level Channel Trigger Target response
L1 support@mixconix.com Initial report Per SLA
L2 Auto-assigned to engineering or operations on duty Technical depth required Within standard SLA
L3 office@mixconix.com (Dan / Privacy Lead) SLA breach, P1 incident escalation, regulatory question Same business day
Executive Direct call (Pro / Enterprise editions) Contract risk, breach disclosure decision Within 4 business hours

Service Level Agreement

Version: 1.0
Date: 2026-05-16
Aligned to: ARC Topic 9; T&C Section 11; EULA Section 13; Support Policy

1. Scope and parties

This SLA applies between Mixconix SRL (the “Provider”, Partner ID 2001569) and the Customer identified in the SAP Store order or applicable Order Form (the “Customer”), for the Business Partner Validator subscription on SAP Store.

2. Definitions

  • Availability — the percentage of minutes during a calendar month for which the BPV application control plane responds successfully to a health-check request from an external monitor.
  • Production Tenant — a tenant configured for live business use (i.e., NOT a free trial, sandbox, or test tenant).
  • Scheduled Maintenance — pre-announced maintenance windows per the Support Policy.
  • Excluded Downtime — outages caused by Excluded Events (Section 5).

3. Service Level — Target Availability

99.5% monthly Availability for Production Tenants, measured at the BPV application control plane.

Measurement methodology:

  • A synthetic monitor performs a health-check call to the BPV approuter every 60 seconds.
  • A minute is “Available” if the health-check returns a successful response.
  • Monthly Availability = (Available minutes ÷ Total minutes in the month) × 100, excluding Excluded Downtime.

4. Severity classification and SLA targets

Severity Definition Initial response Workaround target Target resolution
P1 Service down for one or more tenants; severe degradation; suspected Personal Data Breach 4 hours (within Support Hours; on-call best-efforts outside Support Hours) 1 business day 2 business days (best efforts)
P2 Major degradation; important features impaired but workaround possible 8 hours 2 business days next patch / maintenance release
P3 How-to / minor issue / enhancement 1 business day n/a next planned release

Support Hours: Mon–Fri 09:00–17:00 Europe/Bucharest excluding Romanian public holidays. Times restart at the start of the next Support Hours window.

5. Excluded events

The following are excluded from Availability measurement and from SLA targets:

  1. SAP BTP platform outages beyond Mixconix’s reasonable control (SAP HANA® Cloud, XSUAA, AI Core, Destination, JobScheduler, HTML5 Repo).
  2. Force majeure as defined in T&C Section 14.
  3. Customer-caused incidents — misconfiguration of destination, role collections, IdP trust, ELSTER PFX; exceeding fair-use rate limits; failure to apply security patches.
  4. Third-party API outages — VIES, ANAF, BRREG, OpenIBAN, Peppol SMP, ELSTER, Geoapify, Google Maps. Mixconix applies graceful degradation but cannot guarantee these endpoints.
  5. Scheduled Maintenance announced per the Support Policy (≥ 2 business days’ notice).
  6. Trial tenants — no SLA on free trials.

6. Service Credits

For Production Tenants on paid editions where Availability falls below the target in a calendar month (excluding events in Section 5):

Monthly Availability Service Credit (percentage of that month’s subscription fee)
≥ 99.5% 0% (target met)
99.0% – 99.49% 5%
95.0% – 98.99% 10%
< 95.0% 25% (capped at one month’s fee)

Service Credits are:

  • Sole and exclusive remedy for Availability shortfalls, to the maximum extent permitted by law.
  • Applied as a credit against the next invoice (or, for SAP Store-billed subscriptions, processed through SAP Store reconciliation).
  • Capped per month at one month’s recurring fee for the affected edition.
  • Not paid out in cash.
  • Forfeited if the Customer’s account is in arrears.

The Customer must claim a credit in writing within 30 days of month-end, including a measurement reference (downtime period, evidence). Mixconix verifies the claim against its monitoring data and confirms within 10 business days.

7. Personal Data Breach SLA (DPA Sec. 10)

In the event of a Personal Data Breach affecting Customer Personal Data, Mixconix notifies the Customer without undue delay and where feasible within 48 hours of awareness. This obligation applies regardless of edition or paid status.

8. Maintenance windows

  • Planned maintenance: outside Customer business hours where feasible, with ≥ 2 business days’ notice to authorized contacts.
  • Emergency maintenance: may occur without notice when required to remediate a security or stability incident.
  • Maintenance windows count as Scheduled Maintenance (excluded from Availability calculation).

9. Reporting

  • A monthly Availability report is available on request for Professional and Enterprise editions.
  • The report includes: monthly Availability percentage, downtime events with cause classification, response/resolution times for each severity ticket, and Excluded Events.

10. Termination for chronic SLA failures

If Mixconix fails to meet the 99.5% Availability target for three consecutive months OR for any four months in a rolling 12-month period (excluding Excluded Events), the Customer may terminate the affected subscription effective at the end of the current month and receive a pro-rata refund of prepaid unused fees beyond the termination date.

11. Edition variations (informative)

This SLA defines the default Production Tenant target. Edition-specific variations:

Edition Availability target Notes
Starter 99.5% Standard
Professional 99.5% Standard
Enterprise 99.5% (99.9% as paid add-on) 99.9% requires premium support add-on (TBD pricing)
Trial / Sandbox No SLA Best-efforts

12. Conflicts

In case of conflict between this SLA and other agreement documents:

  1. The DPA prevails for data-protection matters.
  2. The SAP Store terms / Order Form prevail for the commercial transaction.
  3. The EULA prevails for license scope.
  4. The T&C prevails for general terms.
  5. This SLA prevails for availability and severity-based response targets.