This Service Level Agreement (“SLA”) governs the availability of the BioStar Air cloud access control service (“Service”) provided by Suprema Inc. (“Suprema”). This SLA applies on a per-account basis to each customer using BioStar Air.
If there is any conflict between this SLA and the BioStar Air Terms and Conditions, this SLA will control only with respect to the service availability commitments described herein.
1. Service Availability Commitment
Suprema will use commercially reasonable efforts to make the following components of the Service available with a Monthly Uptime Percentage target of 99.9%:
BioStar Air Admin (web portal and mobile applications)
Connectivity between supported readers and the BioStar Air backend
Mobile credential issuance and validation through Suprema Pass
2. Monthly Uptime Percentage
2.1 Calculation
Monthly Uptime Percentage is calculated on a calendar-month basis using Coordinated Universal Time (UTC) as follows:
Monthly Uptime Percentage = (Total Minutes in Month - Downtime Minutes) / Total Minutes in Month
Downtime means a period of five (5) consecutive minutes or more, excluding Scheduled Maintenance, during which the covered Service components are unavailable, non-responsive, or returning system-level errors, as measured and recorded by Suprema’s monitoring systems. Suprema’s monitoring data shall be the sole basis for determining Downtime, and any customer-provided data shall be for reference purposes only.
3. Service Credits
If the Monthly Uptime Percentage falls below 99.9%, the customer may be eligible for service credits as follows:
| Monthly Uptime Percentage | Service Credit |
|---|---|
| ≥ 99.9% | No credit |
| < 99.9% and ≥ 99.5% | 10% of monthly service fee |
| < 99.5% and ≥ 99.0% | 25% of monthly service fee |
| < 99.0% | 50% of monthly service fee |
3.1 Credit Limits
Service credits will not exceed 100% of the applicable monthly subscription fee for the affected Service.
Credits are not refundable, not transferable, and not redeemable for cash.
Credits are applied to the customer’s account and may not be applied retroactively to prior invoices.
4. Exclusions
The following are excluded from Downtime and are not counted toward Monthly Uptime Percentage calculations:
Scheduled maintenance, including updates, patches, and enhancements
Force majeure events
Internet service provider, network, or connectivity issues outside Suprema’s control
Failures caused by the customer’s systems, infrastructure, configuration, or actions
Failures originating from third-party integrations or services
Mobile credential issues caused by device-specific limitations or interference from third-party applications
Any feature designated as beta, preview, or pre-release
API or webhook availability, unless separately agreed in writing
Suprema guarantees system-level availability only and does not guarantee performance on unsupported or incompatible devices.
For avoidance of doubt, the SLA applies solely to the availability of the core system infrastructure and does not cover response times, transaction processing speed, or end-to-end user experience.
5. Scheduled Maintenance
Suprema will use commercially reasonable efforts to provide at least twenty-four (24) hours’ notice prior to Scheduled Maintenance. Notice may be provided through the Service or other reasonable means. Emergency maintenance may be performed without prior notice.
6. Credit Requests
To receive a service credit, the customer must submit a request within thirty (30) days of the applicable Downtime through an authorized Suprema partner in the customer’s region. Requests must include the approximate date and time of the incident.
If no authorized Suprema partner operates in the customer’s region, or if submission through such partner is not reasonably practicable, the customer may instead submit the service credit request directly by opening a ticket through Suprema’s technical support portal at https://support.supremainc.com/.
Failure to submit a complete and timely request in accordance with this Section shall result in an irrevocable waiver of any related claim.
7. Sole and Exclusive Remedy
Service credits described in this SLA are the customer’s sole and exclusive remedy for any failure to meet the availability commitments stated herein. No other remedies, including damages, refunds, or service extensions, shall apply.
8. Eligibility
Suprema is not obligated to provide service credits if the customer is in material breach of the BioStar Air Terms and Conditions, including non-payment.
This SLA becomes effective when a site’s master administrator accepts the BioStar Air Terms and Conditions and connects supported Suprema access control readers to the Service.
9. Changes to This SLA
Suprema may modify this SLA from time to time. Any changes that could reasonably have a material adverse effect on customers will be communicated in advance and will take effect as of the effective date specified by Suprema. If a customer does not agree to a revised SLA, the customer may discontinue use of the Service prior to the effective date of such revision. Any continued use of the Service on or after the effective date of a revised SLA shall constitute the customer’s acceptance of the revised SLA.
Publication date: February 4th, 2026
Effective: February 4th, 2026