This document describes the service levels which Pera provides to Customer for the use of the Service for recruitment purposes.

Uptime of the platform

Pera aims for an uptime of the Platform of 99%, excluding scheduled maintenance.

Scheduled maintenance

Regular maintenance of the Platform is performed biweekly.

Pera is at all times, without in any way becoming liable to Customer, entitled to:

1. make procedural and technical alterations and/or improvements to the Service that does not result in any degradation of the Services for Customer.
2. temporarily discontinue or limit the Service if, in its view, this is necessary, for example, for purposes of preventive, corrective or adaptive maintenance. Pera will notify Customer of the temporary unavailability or restricted use of the Service at least one (1) business day prior to such operation.

Support availability

Pera is available for Customer support requests through e-mail (support@getpera.com) and office phone (+31 20 810 2230) five days per week (Monday - Friday) from 9:00 AM - 5:30 PM CET, excluding local public holidays ("Working Hours").

Customer will have a dedicated Customer Success Manager throughout the entire duration of the collaboration. For Customer requests that are received within Working Hours Pera aims to respond within two (2) hours after receipt of the request.

For support outside of standard Working Hours additional fees may apply.

Repair time of Customer reported issues

When a Customer reports an issue, Pera will:

• respond within eight (8) Working Hours
• if the issues prevents Customer use of essential services, Pera will attempt to fix the issue within 24 Working Hours

The repair time of other issues is subject to Pera's discretion.