Merot e-Faktura API — Service Level Agreement (SLA)
Version 1 — effective 1 October 2026
Part of the Terms of Service of the Merot e-Faktura API between МЕРОТ ДООЕЛ Скопје (“Merot”) and the Customer.
1. Who gets an SLA
The availability commitment below applies to Scale and Vendor plans with an active paid subscription. Start and Business plans, sandbox and developer accounts have no availability commitment, only reasonable efforts. It covers the production environment only.
2. Availability commitment
2.1 Merot will make the production public API (https://api.efaktura.merot.com/v1/*) available 99.9 % of the
time in each calendar month.
2.2 Proposed measurement ([TBD — Meriton Chutra] to confirm): availability = (minutes in the month − minutes of
Downtime) ÷ minutes in the month. “Downtime” = minutes in which the API health endpoint (GET /v1/health) fails or
more than [TBD] % of authenticated requests get a 5xx response or time out, measured by Merot’s monitoring from
outside its network at 60 s intervals, excluding the items in section 3. 99.9 % of a 30-day month is about
43 minutes of Downtime.
2.3 The public status page status.merot.com shows the API, webhooks, developer console, documentation, Bridge update feed, ERP, and — separately — UJP test and UJP production reachability. The status page is informational; the measurement in 2.2 governs [TBD — page not yet live].
3. Exclusions (not Downtime)
3.1 UJP. Any unavailability, slowness, error, maintenance, rate limiting or change of UJP’s e-Faktura system (test or production), including UJP-declared outage mode. Under the draft e-invoicing law, if the UJP system is down for 24 hours or more continuously, UJP announces it; invoices may then be issued outside the system and must be uploaded within 5 working days after restoration, keeping their original issue date. Merot’s outage mode queues and resubmits within that window; the outage is a UJP-side event, and delays that result are not Merot Downtime. The law is a draft; the SLA follows the adopted text and by-laws [TBD — lawyer].
3.2 UJP rate limits. UJP allows about 1 request per second per signer; Merot’s queue enforces it, so queued submissions may complete later than they were accepted without being Downtime.
3.3 Customer-side signing agents offline. Every UJP document call must be signed on the Customer’s device (Merot Bridge or the SDK signing worker). If the Customer’s agent, computer, certificate, token or network is offline or locked, documents wait for a signature; that is not Downtime.
3.4 Customer causes: invalid requests, expired or revoked keys or certificates, exceeding plan quotas or rate limits, abuse, breach of the Terms, customer software or network faults.
3.5 Planned maintenance within announced windows: [TBD — window, notice period, monthly cap]. Emergency security maintenance: [TBD].
3.6 Sandbox and simulator, developer console and documentation availability, Merot Bridge downloads and update feed (a feed outage does not stop signing on installed Bridges), beta features.
3.7 Force majeure and third-party failures other than Merot’s own sub-processors: [TBD — lawyer]. Failures of Merot’s sub-processors (AWS regions) count as Downtime unless AWS-wide and force majeure applies [TBD — lawyer].
4. Service credits
If monthly availability is below the commitment, the Customer receives a credit against the next invoice as a percentage of the monthly fee for the affected plan (table below).
| Monthly availability | Credit |
|---|---|
| below 99,9 % | 10 % of the monthly fee |
| below 99,0 % | 25 % of the monthly fee |
| below 95 % | 50 % of the monthly fee |
Claim procedure (deadline, evidence), maximum credit, credits for the Vendor plan’s per-document price (base for the “monthly fee”), and whether credits are the sole remedy: [TBD — lawyer].
5. Support
Channels: [TBD]. Support hours (business days, timezone Europe/Skopje): [TBD]. Response targets by severity: [TBD]. Incident communication: status page and e-mail to the account owner [TBD]. On-call rota for production incidents: [TBD — go-live checklist item].
6. Changes
Merot may update this SLA on [TBD] days’ notice; changes do not reduce commitments for the already-paid month.
For Merot: ______________________ Meriton Chutra
Date / place: ______________________