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Hippo Token & Hippo Chat

Service Level Agreement

9 April 2026

  1. This Service Level Agreement forms an integral part of the contractual relationship with the Customer and governs, in its current version, the conditions for the provision of services offered by Open Hippo GmbH. The Agreement is to be understood solely as the contractually defined minimum scope of the Customer's entitlements and supplements the provisions of the applicable Terms & Conditions of Open Hippo GmbH.

  2. Open Hippo GmbH may amend this Service Level Agreement at any time, without stating reasons, with effect for existing contractual relationships. Open Hippo GmbH will inform the Customer of any amendments seven working days before they take effect.

  3. The following services are included in detail:

CategoryServices
AvailabilityOpen Hippo GmbH guarantees a monthly uptime of ≥ 98%. Scheduled maintenance windows are excluded from availability calculations and will be announced at least 48 hours in advance.
SupportProfessional advice and operational support via expert hotline and ticket system (service hours: Mon.–Fri., excluding public holidays, 9:00–17:00, maximum response time 4 hours). Available to customers with an Enterprise subscription only.