B2B · Version 1.0 · 26 August 2026
Service Level Agreement
The German version is legally binding. This English text is a convenience translation.
This SLA applies to business customers of Mamendo GmbH (Profile Bakery) when the quote or order form includes a Support-SLA line item (typically 12 months). Without that line item, only best-effort support in the B2B Terms, section 12 applies. The order form prevails if it states different times or volumes.
1. Scope
The SLA covers platform operation for the booked tenant: admin login, employee upload links, AI generation in the agreed scope, delivery of final images, and standard support.
Out of scope (separate quote):
- Feature development and custom development
- New portal, HR system integration, SSO / SCIM, on-prem
- 24/7 on-call
- Dedicated database instance, SIEM feed, extra monitoring
2. Channel and hours
- Channel: email to support@profilebakery.com or the named account contact. Optional calls by agreement.
- Business hours: Monday to Friday, 09:00 to 17:00 CET, excluding public holidays at Mamendo GmbH (Zurich), plus 24 December and 31 December.
- Requests outside business hours are treated as received at 09:00 on the next business day.
3. Priorities and response times
Response time = first substantive reply (not an auto-ack) during business hours. It is not the time until image generation finishes.
| Priority | Example | Response |
|---|---|---|
| Critical | Tenant unusable: login, upload, generation or download fully down. | 4 hours |
| Normal | Quality defect in scope, single user, configuration, degraded use. | 1 business day |
| Request | General questions, documentation, feature wishes. | 2 business days |
4. Re-runs (quality)
For quality defects in the agreed scope, up to 2 re-runs per person are included. Re-runs do not replace poor capture conditions (light, webcam, blurry selfies). Taste, a new style after sign-off, or out-of-scope work is not a re-run case.
5. Availability
Target availability for the tenant: 99.0% per calendar month. Excludes announced maintenance, inference subprocessors where no reasonable workaround exists, customer-side faults, and force majeure.
6. Missed targets
Missed response times: Profile Bakery prioritises the open ticket and documents the timeline. Extra in-scope re-runs in good faith if the delay materially blocked use. No automatic refund of the annual SLA fee and no blanket service credits unless agreed in writing. Liability follows the B2B Terms.
7. Other documents
- Quote / order form first if it differs.
- B2B Terms
- Privacy policy and the DPA (Art. 28 GDPR), available on request and part of the B2B contract.
Mamendo GmbH · In der Oberwis 3 · 8123 Ebmatingen · Switzerland · UID CHE-227.339.751 · support@profilebakery.com