Twproject Service Level Agreement

General

Twproject provides free support to customers, who are current on their payment obligations, as further indicated in this Service Level Agreement (“Service Level Agreement” or “SLA”).
All capitalized terms not otherwise defined in this SLA are as set forth in Twproject Terms of Service or such other agreement executed between the Parties,
as the case may be (each shall be referred to herein as the “Agreement”).

Access to customer service

All Plan includes access to customer services to assist with the Service deployment, adoption and utilization, consulting, sharing advice and guidance related to optimizing Customer’s use
of the Service.

Support channels

• Email support – Twproject support team can be contacted through the contact form available at twproject.com/support or via the support email: support@twproject.com.
  Please make sure to contact us via your email registered with your license account. Email support is available from Monday to Friday from 9:00 am to 6:00 pm.
• Support within the website – a dedicates support site is availbel from our webiste at twproject.com/support to look for answers in the knowledge base.
• Training materials – training materials are available in the Twproject.com website.

Error response time

Errors should be reported by Customer to Twproject.com through any of the support channels listed above.
An “Error” means any incorrect functioning of the Service that is reproducible, and which results in the failure of the Service to operate in full compliance with the functionalities set forth in the documentation.
Twproject shall define the severity classification of the reported Error and shall respond to the Error according to the response time set forth in the table below:

For the purposes of this SLA, “Business Days” means Monday through Friday, excluding Italian public holidays. Response Times are measured in Business Days and during the applicable support hours.

Response Times refer exclusively to the initial acknowledgement of a reported Error and do not constitute resolution, remediation or recovery times. Resolution times may vary depending on the nature, complexity, reproducibility and impact of the Error.
Twproject must be able to reproduce the reported Error in order to attempt to resolve it.
Customer shall cooperate and work closely with personnel to reproduce the Error, including conducting diagnostic or troubleshooting activities as requested and appropriate.
Also, subject to Customer’s approval on a case-by-case basis, Users may be asked to approve access to their user accounts or database.

Error Remediation Process (for critical error only)

A hotfix may be applied when the identified error is limited in scope and can be remediated without impacting broader system components.

Where a hotfix is determined to be the appropriate remediation, it may be deployed to affected Cloud instances or, for On-Premise installations, a patch may be made available together with appropriate installation instructions.

A new product build is required only when the remediation involves:

• Third-party or internal libraries
• Extended or core sections of the application codebase

In such cases, the remediation follows the organization’s standard build, testing, validation, and release management procedures.

Error Remediation Process (for high and medium error only)

If the identified issue is assessed as non-critical and does not require immediate remediation, it is formally recorded in the product backlog for planned resolution.

The issue is then prioritized according to the organization’s risk assessment and change management process and managed through the standard development, testing and release procedures.

Last Update: 04/09/2026