Service Level Agreement

This Service Level Agreement applies to customers who have a Contentful Success Plan. The previous version of the Service Level Agreement with an Effective Date of September 22, 2025, shall apply to all other customers until such time they have a Contentful Success Plan. 

1. Definitions

Terms not defined herein will have the meanings ascribed to them in the relevant agreement for Contentful’s cloud-based digital experience platform as a service offering (“Subscription Service”) entered into between the Parties (the “Agreement”) that incorporates this Service Level Agreement by reference and the related service order, quote or other similar document (“Service Order”). In addition, the following terms, when used in this Service Level Agreement will have the following meanings:

• “Registered User” means a user of the Subscription Service with the appropriate Customer-determined access permissions.

• “Content Consumer” means a consumer of Customer Content through Customer Applications who is not a Registered User.

• “Subscription Fees” means the subscription fees set forth in the applicable Service Order.

• “Subscription Term” means the subscription term set forth in the applicable Service Order.

• “Downtime” means that the Service Component Availability for any individual Service Component is lower than the Committed Uptime in a calendar month.

• “Scheduled Maintenance” means maintenance that is announced on https://www.contentfulstatus.com/ (email subscription available) at least three (3) business days in advance, during which any or all of the Service Components are unavailable to Customer’s account. Scheduled Maintenance shall not exceed four (4) hours in a calendar month. Contentful will use commercially reasonable efforts to schedule Scheduled Maintenance for off-peak hours and to avoid any Scheduled Maintenance causing unavailability of the Content Delivery API.

• “Committed Uptime” means the Service Component Availability percentage committed to by Contentful as set forth in the applicable Service Order. 

2. Service Availability and Performance

2.1. Contentful provides this Service Level Agreement during the Subscription Term for each of the “Service Components” set forth below:

2.2. Service Component Availability will be calculated by dividing the total number of minutes in which a Service Component is up and available during an applicable calendar month ("Uptime") divided by the total number of actual minutes in such month minus minutes of Excluded Downtime and then multiplying that amount by 100. Service Component Availability means Uptime ÷ (total minutes in month - Excluded Downtime) x 100. A Service Component is up and available if it meets the Component Performance Requirements (defined in the table below per Service Component) from an automated monitoring service contracted by Contentful executing multiple individual performance tests at an interval no longer than 5 minutes from multiple data centers. Live reports of the monitoring service are available at https://www.contentfulstatus.com/.

2.3. Notwithstanding anything to the contrary, no Downtime shall be deemed to have occurred that: 

(i) are caused by factors outside of Contentful’s reasonable control, including, without limitation, any Force Majeure Event, carrier-related problems or issues, Internet access, or problems beyond the demarcation point of Contentful (e.g., where Contentful’s direct hosting subcontractor has control); 

(ii) result from any actions or inactions of Customer or any third party outside of Contentful’s reasonable control, including, without limitation, any failure to comply with the Documentation, Acceptable Use Policy or terms of the Agreement, any failure to use the most recent version of Contentful’s APIs or SDKs or any use of the Subscription Services in excess of any usage limitations set forth in the Service Order; 

(iii) result from Customer’s applications, equipment, software or other technology;

(iv) arise from Contentful’s suspension or termination of Customer’s right to use the Subscription Services in accordance with the Agreement; 

(v) Scheduled Maintenance; or 

(vi) problems or issues related to beta services or other non-generally available Contentful features, test environments or products (collectively, the “Excluded Downtime”).

2.4. Remedies. For a calendar month during the Subscription Term with Downtime (the “Impacted Month”), Customer will be entitled to claim a credit in accordance with the Committed Uptime and the credit tables set forth in Customer’s Service Order (a “Service Credit”) and subject to the following:

• Credit percentages are of the monthly Subscription Fees during the month in which the Downtime giving rise to the Service Credit occurred.

• Where multiple Service Components experience Downtime, only a single Service Credit will be available for the lowest performing Service Component. Any Service Credit shall be applied against Subscription Fees subsequently payable by Customer for the current or next Subscription Term. No refunds will be provided in exchange for Service Credits; thus, if the Subscription Term is not renewed, the Service Credit will expire. However, Contentful may elect in its discretion to pay to Customer the value of a Service Credit instead of crediting it against Subscription Fees for the subsequent Subscription Term. To claim a Service Credit, Customer must open a Support Ticket (as defined below) within thirty (30) days following an Impacted Month. No Service Credit is available if Customer is past due or in default with respect to any payment or in material breach of the Agreement when the Service Credit is claimed. Service Credits and Chronic Service Availability Failure termination rights provided below are Customer’s exclusive remedy for any Downtime. 

• In addition to Service Credits, if the Service Component Availability for an individual Service Component per calendar month is less than 99% in any three (3) calendar months during a Subscription Term except if the Subscription Term is more than one year than in any three (3) calendar months during any single year of the Subscription Term (a “Chronic Service Availability Failure”), Customer shall, within thirty (30) days following the occurrence of such Chronic Service Availability Failure, have the right to terminate the applicable Service Order (and the Agreement if no active Service Orders remain) upon thirty (30) days written notice to Contentful. Upon a termination for Chronic Service Availability Failure, Contentful will, upon request, refund to Customer, on a pro-rated basis, any Subscription Fees previously paid to Contentful for the corresponding unused portion of Customer’s Subscription Term.

3. Support

3.1. Contentful will provide support to Customer as set forth below and in accordance with the Service Order (“Support”). Support is provided in English as the sole language.

3.2. Ticket Submission. Customer’s Registered Users may submit a ticket (a “Support Ticket”) that shall contain a detailed description of the issue to Contentful as follows:

• Web ticketing system: https://support.contentful.com/

• Email: support@contentful.com

Each Support Ticket will be assigned a unique case number. Multiple Support Tickets submitted related to substantially the same occurrence or subject matter shall be deemed a single Support Ticket.

Contentful will respond to each Support Ticket in accordance with this Service Level Agreement and will use commercially reasonable efforts to promptly resolve each Support Ticket. Actual resolution time will depend on the nature of the Support Ticket and the resolution itself. A resolution may consist of a fix, workaround, new feature request, delivery of information or other commercially reasonable solution of the issue.

Contentful may, from time to time, develop additional methods for Customer to submit a Support Ticket, and will make information regarding such methods available to Customer.

3.3. Scope of Support. Support covers (i) development and production issues for the Subscription Service Components; (ii) informational and implementation questions about the Subscription Service and its features; and (iii) troubleshooting operational problems with the Subscription Service Components.

Support does not include issues resulting from Excluded Downtime or code development, debugging or fixing of Customer’s or third party’s software that interacts with the Subscription Service Components. Contentful may assist Customer and its third-party providers in diagnosing and resolving issues or errors, but Customer acknowledges that these matters are outside of Contentful’s support obligations.

3.4. Severity Level Determination. A “Severity Level” shall reflect the urgency of a Support Ticket and be defined as:

Customer shall reasonably self-diagnose the severity of each Support Ticket (a “Severity Level Determination”) and recommend an appropriate Service Level Determination to Contentful. Customer acknowledges that Support Tickets with a Severity Level Determination of Severity 1 – Critical or Severity 2 – High can only be submitted through the web ticketing system.

Contentful shall validate Customer’s Severity Level Determination or notify Customer of a proposed change in the Severity Level Determination to a higher or lower level with justification for the proposal. In the event of a conflict regarding the appropriate Severity Level Determination, each Party shall promptly escalate such conflict to its management team for resolution through consultation between the Parties’ management, during which time the Parties shall continue to handle the Support Ticket in accordance with the Contentful Severity Level Determination.

3.5. Contentful Support Commitment. Contentful will respond to Support Tickets based on the Maximum Response Times below.

“Maximum Response Time” means the period from the time a Support Ticket was submitted until Contentful responds to Customer. Because of the widely varying nature of issues, Contentful cannot provide specific resolution time commitments.

“Business Hours” means Monday-Friday, 9am-5pm Pacific/Central European Time (based on contract location), excluding holidays.

The Maximum Response Time to a Support Ticket is dependent on the Severity Level Determination and specified in the Service Order.

3.6. Customer Support Commitment. Contentful’s provision of Support is subject to Customer providing support and assistance to Contentful as follows based on the Severity Level of the Support Ticket:

Contentful is not responsible for any delays, failures, deficiencies or non-conformities with regards to Support if such delays, failures, deficiencies or non-conformities are due to a delay or failure by Customer to fully comply with its obligations set forth above. Agreed deadlines (if any) will be automatically extended by the amount of time during which Customer is not in full compliance with these obligations.