Service Level Agreement

1. Service Description

RFQmatch is an online platform connecting buyers and suppliers through a Request for Quotation (RFQ) marketplace. The platform enables buyers to post procurement requests and suppliers to respond with competitive quotes.

2. Service Availability

RFQmatch aims to maintain platform availability during standard business hours. However, we do not guarantee any specific uptime percentage. The platform may be unavailable due to:

• Scheduled maintenance (typically performed during low-traffic hours)
• Unscheduled maintenance for critical updates or security patches
• Circumstances beyond our reasonable control (force majeure)
• Third-party service provider outages
• Network or infrastructure issues

3. Platform Provided "As Is"

The RFQmatch platform is provided on an "as is" and "as available" basis. We expressly disclaim all warranties of any kind, whether express or implied, including but not limited to:

• Implied warranties of merchantability
• Fitness for a particular purpose
• Non-infringement
• Uninterrupted or error-free operation
• Accuracy or completeness of information

4. Credits - Not Monetary Compensation

5. Support Services

RFQmatch provides customer support on a reasonable-efforts basis:

• Email Support: We aim to respond within 24-48 business hours, but response times are not guaranteed
• Business Hours: Monday through Friday, 9:00 - 17:00 CET (excluding public holidays)
• Critical Issues: We will make reasonable efforts to address critical platform issues promptly

6. Limitation of Liability

To the maximum extent permitted by applicable law:

• RFQmatch shall not be liable for any indirect, incidental, special, consequential, or punitive damages
• RFQmatch shall not be liable for any loss of profits, revenue, data, or business opportunities
• Our total liability for any claims shall not exceed the amount of credits in your account at the time of the claim
• We are not responsible for the actions, products, or services of third parties, including other platform users

7. User Responsibilities

Users of RFQmatch are responsible for:

• Maintaining the security of their account credentials
• Ensuring the accuracy of information provided on the platform
• Complying with all applicable laws and regulations
• Conducting their own due diligence on potential business partners
• Backing up any data they wish to preserve

8. Data and Content

While we implement reasonable security measures, we do not guarantee the security of data transmitted through the platform. Users acknowledge that:

• No internet transmission is completely secure
• We may need to delete inactive accounts or data to maintain platform performance
• Users should maintain their own backups of important information

9. Modifications to Service

RFQmatch reserves the right to:

• Modify, suspend, or discontinue any part of the service at any time
• Change pricing, features, or functionality
• Update this SLA with reasonable notice to users

10. Governing Law

This SLA is governed by the laws of the Netherlands. Any disputes shall be resolved in the courts of the Netherlands.

11. Contact

For questions about this SLA, please contact us at [email protected]