EZConvert Cloud Service Level Agreement (SLA)

(last updated 07.01.2026)

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This Service Level Agreement ("SLA") sets out the service levels applicable to the EZConvert Cloud service provided by EZTitles.

This SLA is entered into pursuant to, and forms part of, the EZConvert Cloud API – Standard Terms of Service ("Master Terms").

1. Scope of this SLA

1.1 Service covered.
This SLA applies solely to the EZConvert Cloud online service accessible via API key (the "Service").

1.2 Exclusions.
This SLA does not apply to:

• EZTitles desktop products (EZTitles Essentials, Standard, Ultimate);
• EZConvert GUI, EZConvert Professional Features Pack, EZConvert Professional (on-prem);
• Subtitling Assistant;
• License Manager (LM) and Online License Manager (OLM);
• Trial, beta, evaluation, or proof-of-concept access to EZConvert Cloud.

1.3 Conditions to SLA benefits.
This SLA (including the Availability Commitment, Service Credits and termination rights under Sections 3, 5 and 6) applies only while the customer (a) is not in material breach of the Agreement, and (b) has paid all undisputed fees for the Service that are due and payable under the Agreement.

For the avoidance of doubt, EZTitles shall have the right, in accordance with the Agreement, to suspend or terminate access to EZConvert Cloud for any non-payment of undisputed fees, and any such suspension or termination shall not constitute a breach of this SLA.

2. Definitions (SLA)

For the purposes of this SLA, the following terms have the meanings set out below.

2.1 "Service" means the EZConvert API.

2.2 "API Key" means the security credentials issued to the customer to authenticate and access the Service, as defined in the Agreement.

2.3 "Scheduled Availability Time" means twenty-four (24) hours per day, seven (7) days per week, during a calendar month, excluding only the Permitted Exclusions in Section 4.3.

2.4 "Monthly Uptime Percentage" means, for a given calendar month:

(Scheduled Availability Time - Downtime) ÷ Scheduled Availability Time × 100%

where Downtime is the total number of minutes during Scheduled Availability Time in which the Service is unavailable at the applicable production API endpoint for the customer's production workloads, excluding Permitted Exclusions.

2.5 "Business Hours" means (10:00–18:00 EET, Monday–Friday) except Bulgarian public bank holidays.

3. Availability Commitment

3.1 Availability commitment.
EZTitles will use commercially reasonable and industry-standard efforts to ensure that the Service achieves a Monthly Uptime Percentage of at least 99.95% during each calendar month (the "Availability Commitment").

3.2 Measurement point.
Availability is measured at the public production REST API ingress endpoint of the Service as operated by EZTitles. Unavailability of the Service caused by customer-side systems, networks, code, or integrations is not counted as Downtime.

3.3 Use of Azure and other third-party infrastructure.
The Service is hosted on infrastructure provided by third-party cloud providers (currently Microsoft Azure) and may rely on additional third-party services. Such third parties act as infrastructure providers and/or sub-processors. Their outage or degraded performance shall be treated as a Permitted Exclusion under Section 4.3(c) to the extent such outage or degraded performance affects EZTitles' ability to provide the Service.

4. Uptime Calculation and Exclusions

4.1 Uptime calculation.
Monthly Uptime Percentage is calculated per calendar month using Provider's logs and monitoring systems, which will be determinative absent manifest error.

Third-party monitoring data shall not be determinative for uptime calculations unless expressly agreed in writing by EZTitles.

4.2 Downtime.
"Downtime" means that the Service (at the production REST API endpoint) either (a) does not respond, or (b) returns only server-side error responses (HTTP 5xx) or equivalent connection failures for all valid API requests from the customer's production workloads, and no reasonable workaround exists. Errors caused by invalid requests, authentication failures, or customer-side networking issues are not considered Downtime.

Intermittent failures, performance degradation, increased latency, partial unavailability, or failures affecting only a subset of requests or customers shall not constitute Downtime unless the Service is entirely unavailable as defined above.

4.3 Permitted Exclusions (not counted as Downtime).

The following events do not count as Downtime when calculating the Monthly Uptime Percentage ("Permitted Exclusions"):

a) Scheduled maintenance:
Scheduled maintenance of the Service, provided that EZTitles gives at least 48 hours' prior notice and uses reasonable efforts to perform such maintenance outside peak European and North American business hours.

b) Emergency maintenance:
Emergency maintenance required to address security vulnerabilities, data integrity issues, or urgent stability problems, with notice provided as soon as reasonably practicable.

c) Third-party infrastructure and internet failures:
Failures, outages or degraded performance of third-party infrastructure not controlled by EZTitles and not caused by EZTitles' breach of its obligations towards such providers, including but not limited to: Microsoft Azure regional outages, third-party data centers, telecom networks, ISPs, CDNs or major internet routing failures.

d) Customer-caused issues:
Downtime or degraded performance caused by the customer's systems, code, or misuse, including but not limited to:

• incorrect API usage or integration;
• invalid, corrupted, or unsupported input files;
• exceeding agreed or documented API rate limits, quotas, or capacity;
• use of the Service in a manner not in accordance with the documentation or Agreement.
• Downtime caused by capacity saturation, throughput throttling, queue backlogs, or volume bursts exceeding the customer's contracted or documented capacity limits shall not constitute Downtime.

e) Force Majeure:
Downtime caused by events reasonably beyond EZTitles control, including but not limited to natural disasters, war, acts of terrorism, riots, governmental actions, strikes or other labor disputes, and widespread power or network grid failures.

f) Lawful suspension:
Any suspension or restriction of the Service reasonably necessary for EZTitles to:

• prevent or contain suspected fraud, abuse or security incidents;
• mitigate a suspected or actual data breach; or
• comply with applicable law, court order, or regulatory requirement.

g) Trial/Beta:
Any use of EZConvert Cloud designated by EZTitles as trial, evaluation, beta, pre-release or proof-of-concept.

h) Downtime resulting from load testing, penetration testing, stress testing, or similar activities conducted by or on behalf of the customer without EZTitles' prior written authorization shall not constitute Downtime.

5. Service Credits (Remedies)

5.1 Entitlement to Service Credits.
If the Service fails to meet the Availability Commitment in a given calendar month the customer will be entitled to a Service Credit in respect of that month (Monthly Uptime Percentage – Service Credit (% discount)):

≥ 99.95% – 0%

99.50% - 99.94% – 5%

99.00% - 99.49% – 10%

98.00% - 98.99% – 20%

< 98.00% – 30% (maximum)

5.2 Application of Service Credits.
Service Credits will be applied as a discount to the next customer's invoice for the EZConvert Cloud API, issued pursuant to the Master Terms, for the next full Consumption Period. If there are no further invoices (for example, after termination), Service Credits will lapse and will not be paid out in cash, unless mandatory applicable law requires otherwise.

5.3 Automatic calculation; cooperation.
EZTitles may calculate and apply Service Credits based on its own monitoring data. EZTitles may reasonably require the customer to provide incident details and logs to support investigation and validation of any claimed Downtime.

The customer shall notify EZTitles in writing of any dispute regarding the calculation or application of a Service Credit within thirty (30) days after EZTitles applies such credit or, if no credit is applied, within thirty (30) days after the end of the relevant calendar month. After that period, the calculation of the Service Credit for that month shall be deemed final.

The customer shall not withhold, delay, deduct, or offset any undisputed fees on the basis of any claimed or pending Service Credits.