Condiciones del Servicio Enterprise de Elba
Valid from: 11 March 2026
1. Scope
These Elba Enterprise Service Terms ("Service Terms") supplement the General Terms and Conditions ("GTC") and apply exclusively to Enterprise customers who have executed an Order Form referencing the GTC. They set out additional commitments on service levels, support, incident management, change management, and data residency that do not apply to Self-Serve subscriptions.
In the event of a conflict between these Service Terms and the GTC, these Service Terms prevail. Defined terms not otherwise defined here have the meanings given in the GTC.
- Company
- Kolsetu GmbH
- Address
- Gaensemarkt 33, 20354 Hamburg, Germany
- Commercial Register
- Amtsgericht Hamburg HRB 191266
- VAT ID
- DE454953039
- Managing Directors
- Ben Arnon, Virendra Singh Bhalothia
- Contact
- connect@kolsetu.com
2. Service Level Agreement (SLA)
2.1 Uptime Commitment
Kolsetu commits to 99.5% monthly uptime for the core Elba platform services, measured as the percentage of total minutes in a calendar month during which the Platform is available, excluding Scheduled Maintenance Windows and force majeure events.
The Order Form may specify a higher uptime commitment (e.g. 99.9%). In such cases, the Order Form commitment prevails.
2.2 Measurement
Uptime is measured by Kolsetu's internal monitoring infrastructure from multiple geographic points. Health-check endpoints are polled at intervals of no more than 60 seconds. A downtime event is recorded when the health-check endpoint returns an error or does not respond within 10 seconds for three consecutive checks.
2.3 Scheduled Maintenance
Kolsetu will provide at least 5 business days' advance notice for scheduled maintenance that is expected to cause downtime. Scheduled maintenance windows will, where reasonably practicable, take place outside of the Customer's primary business hours.
2.4 Service Credits
If Kolsetu fails to meet the uptime commitment in any calendar month, the Customer is entitled to service credits as follows:
| Monthly uptime | Service credit (% of monthly fee) |
|---|---|
| 99.0% – 99.49% | 5% |
| 95.0% – 98.99% | 10% |
| Below 95.0% | 25% |
Service credits are calculated against the monthly fee for the affected Service and are applied to the next invoice. Credits do not accumulate beyond a single month and are the Customer's sole and exclusive remedy for downtime. The Customer must request service credits in writing within 30 days of the end of the affected month.
3. Incident Management
3.1 Severity Levels
| Priority | Definition | Initial response | Status update frequency |
|---|---|---|---|
| P1 — Critical | Complete service outage or critical functionality unavailable, affecting production workloads with no workaround. | 1 hour | Every 2 hours until resolution |
| P2 — High | Significant degradation of a core feature; a workaround exists but is not sustainable for production use. | 4 business hours | Every business day until resolution |
| P3 — Medium | Non-critical feature issue or minor performance degradation with an acceptable workaround. | 1 business day | Weekly |
| P4 — Low | Cosmetic issue, documentation error, or general enquiry. | 2 business days | On resolution |
Business hours are 09:00 to 18:00 CET, Monday to Friday, excluding German public holidays. P1 incidents are handled 24/7 regardless of business hours.
3.2 Escalation
If the Customer is dissatisfied with the progress on an incident, the Customer may request escalation via the designated account manager or by emailing connect@kolsetu.com with the incident reference number. Kolsetu will acknowledge the escalation within 4 business hours and assign senior technical resources as appropriate.
3.3 Post-incident Review
For P1 and P2 incidents, Kolsetu will provide a written post-incident report within 5 business days of resolution. The report will include the root cause analysis, timeline of events, corrective actions taken, and preventive measures to reduce the likelihood of recurrence.
4. Enterprise Support
4.1 Support Scope
Enterprise support covers break/fix issues, platform configuration guidance, integration troubleshooting, and operational queries related to the Elba platform. It does not cover bespoke software development, custom integrations beyond documented APIs, or end-user training for the Customer's staff, unless expressly agreed in the Order Form.
4.2 Support Channels
Enterprise customers may contact support via email, the in-platform support interface, or a dedicated Slack or Microsoft Teams channel where provisioned. The Order Form may specify additional channels (e.g. a dedicated phone line).
4.3 Named Account Manager
Where specified in the Order Form, the Customer will be assigned a named account manager who serves as the primary point of contact for commercial, operational, and escalation matters. The account manager does not replace the technical support team but coordinates cross-functional responses where required.
5. Change Management
5.1 Platform Updates
Kolsetu deploys platform updates on a continuous basis. Updates that introduce new features, modify existing functionality, or deprecate features will be communicated with at least 30 days' advance notice via the platform interface or email. Critical security patches may be applied immediately without advance notice if delay would create an unacceptable risk, in which case Kolsetu will inform the Customer promptly after deployment.
5.2 API Versioning
Where Kolsetu makes breaking changes to a documented API, it will maintain the superseded version for at least 6 months following the release of the replacement. Deprecation notices will be published in the API documentation and communicated to Enterprise customers via the account manager.
6. Data Residency
6.1 Default
By default, Customer Data is stored within the European Economic Area (EEA). The primary processing region is eu-central-1 (Frankfurt), with additional EEA regions used for redundancy and resilience where applicable.
6.2 Custom Residency
The Order Form may specify a particular AWS or Azure region for data residency (e.g. eu-west-1 Ireland, eu-north-1 Stockholm). Where a custom residency requirement is agreed, Kolsetu will ensure that Customer Data at rest remains within the specified region, subject to the sub-processor obligations set out in the DPA. In-transit data may traverse other regions as part of standard internet routing, but will be protected by TLS 1.2 or higher at all times.
7. Onboarding
Kolsetu will provide a structured onboarding programme for Enterprise customers, covering platform setup, workflow configuration, integration with the Customer's existing systems, and initial training for the Customer's administrators and operators. The scope and timeline of onboarding are agreed in the Order Form or a separate statement of work.
8. Contact
For questions regarding these Enterprise Service Terms, support requests, or escalations:
- connect@kolsetu.com
- Postal address
- Kolsetu GmbH, Gaensemarkt 33, 20354 Hamburg, Germany