DuoxMe - Service and support level agreement

This Service Level Agreement and Support Commitment (the “SLA”) governs the availability commitment and the support conditions applicable to the Digital Service provided via the DuoxMe mobile application (the “Application”), offered by FERMAX ELECTRÓNICA, S.A.U. (“FERMAX”).

This SLA must be read in conjunction with the Terms and Conditions of Use of the App (the “Terms of Use”).


1. DEFINITIONS

For the purposes of this SLA, the terms listed below shall have the following meanings:

a) Service Hours (SH): the period during which Availability is measured. Unless otherwise stated, the SH shall be monthly (per calendar month).

b) Availability / Available: the condition in which the infrastructure necessary for the provision of the Digital Service is operational and permits its use. The degree of availability during a specific period is calculated using the following formula:

Degree of availability (%): ((AS-PD-DT )/(AS-PD ))*100

  • AS = Theoretical hours during which the Digital Service must be available based on the number of days in the month (e.g., for a 30-day month, 720 hours)
  • PD = Permitted downtime 
  • DT = Downtime

c) Application: mobile application through which the Digital Service is provided. The specific DuoxMe technology covered by this SLA is detailed in the Terms of Use.

d) Downtime: means the period of time within the Agreed Service Hours during which the Digital Service is not Available (excluding Permitted Downtime). Downtime is calculated from the moment the lack of Availability is reported until the Digital Service becomes Available again. When determining the degree of Availability in accordance with the formula in Section 1(b), downtime shall not include downtime resulting directly or indirectly from an exclusion under the Service Commitment (see Section 4).

e) Incident: an event that affects the use of the Digital Service and which is reported by the user via the designated support channels.

f) Permitted Downtime: means the downtime resulting from any of the following circumstances:

  • Planned services and maintenance of which the user has been informed on the Status Page or via any means of notification used by Fermax to contact users.
  • Other downtime resulting from a user request.

g) Service Level Agreement: shall have the meaning set out in Section 3.

h) Status Page: means https://status-en-duoxme.fermax.io/.

i) Updates: means a patch, fix or other modification or addition to the Application software for maintenance repairs, bug fixes and minor improvements to the Application software.

j) Enhancements: means a version of the Application software containing significant improvements, new features or functionalities.

Unless otherwise specified in this SLA, or as indicated or evident from the nature of any provision of this SLA, any other capitalised term shall have the meaning attributed to it in the Terms and Conditions of Use.

 

2. GENERAL

2.1. This SLA sets out the Service Level Agreement and the support services for the Application; therefore, the services set out in this SLA shall be limited to DuoxMe, as described in the Terms of Use. Fermax may rely on a third-party provider to deliver the services described herein.

2.2. This SLA is only valid in conjunction with the Application’s Terms of Use and shall not take effect until the user has accepted those Terms of Use during the registration process on the Application.

2.3. For the sake of clarity, it is hereby stated that the support services provided for in this SLA shall only be provided to users of the Application.


3. SERVICE LEVEL COMMITMENT

3.1. Fermax will make reasonable technical support efforts to achieve a level of Availability of at least ninety per cent (90%) for each calendar month. 

3.2. Fermax may carry out maintenance tasks or other services within the Permitted Downtime. Fermax will carry out these interventions promptly and in a manner that minimises any disruption. Fermax will, wherever possible and with reasonable notice, communicate the estimated date and time of maintenance tasks before carrying out any action that affects Availability. For notifications relating to significant changes to the Digital Service, Fermax will use the Status Page or any other notification method used by Fermax to contact users.

3.3. Fermax shall use reasonable efforts to remedy any breach of the Service Level Agreement. Any breach of the service levels set out in the SLA shall not entitle the user to a full or partial refund of fees paid, nor to additional financial compensation, without prejudice to the corrective mechanisms or improvement measures provided for in the SLA itself. 

 

4. EXCLUSIONS FROM THE SERVICE LEVEL AGREEMENT

Fermax shall not be liable for any breach of the Service Level Agreement, for any unavailability, suspension or termination of the Digital Service, nor for any other performance issues relating to such services where these arise from:

a) Any circumstance beyond Fermax’s control, including:

  • Any circumstance outside the scope of Fermax’s responsibility regarding the Digital Service, such as failures in communication systems or services or in equipment (including software) provided by third parties for which Fermax has not assumed specific responsibility. In particular, any coverage failure, variation in signal strength or unavailability of the mobile network to which the Connected Board is connected.
  • Any failure by the user to comply with the following obligations/recommendations: 
    • apply the required settings.
    • use supported platforms.
    • comply with acceptable use policies.
    • using Fermax technology in a manner consistent with its features and functionalities (e.g. using up-to-date versions of the App and mobile operating systems).
  • Hardware or software issues affecting the user or third parties, including the user’s mobile device.
  • Any circumstance attributable to users, including developments, customisations, software, equipment, data or other proprietary technology belonging to any user.
  • Actions by third-party providers engaged in the provision of the Digital Service where such actions are beyond Fermax’s control.
  • Circumstances attributable to viruses, worms, corrupted files, Trojans or other malicious, harmful or disruptive elements, or security incidents (including load attacks or DDoS attacks), provided that Fermax has implemented the agreed security measures or, in their absence, measures consistent with generally accepted industry standards.
  • Events of force majeure. 
  • Any breach by the user of the Terms of Use or this SLA.

b) Scheduled maintenance or any service notified in advance in accordance with the Terms of Use or this SLA.

c) Emergency maintenance (whether announced or not), necessary to correct security vulnerabilities or other serious and urgent issues.

d) Use of software or services in evaluation mode.

e) Activities by government or law enforcement authorities.

f) Suspension or termination of the user’s right to use the Digital Service in accordance with the Terms of Use or the SLA.


5. UPDATES AND IMPROVEMENTS

5.1. This SLA allows the user to receive updates and improvements to the Application that Fermax decides to make available to the general public. Consequently, the Terms of Use and this SLA shall apply equally to such updates or improvements.

5.2. Any update to the Application made available by Fermax will be provided at no additional cost to the user (without prejudice to Fermax’s right to receive payment for the actual subscription to any features or improvements that may, where applicable, be enabled as a result of each update to the Application). In such cases, price updates regarding subscription plans will be communicated via the app itself or the Fermax website.

5.3. Fermax provides support for the proper functioning of updates to the App for iOS operating system versions released up to 2 years prior to the current year and for Android versions released up to 4 years prior to the current year; all other versions are excluded from support (due to the manufacturer’s own obsolescence policy).

 

6. SUPPORT

Fermax will provide support regarding the operation of the App in accordance with the support process described on the website: https://soporte.fermax.com/portal/en/kb/articles/how-can-i-contact-the-fermax-duoxme-support

The Support Centre operates during working hours (CET), Monday to Friday, excluding public holidays, as per the attached table. The Support Centre will use a helpdesk platform to record the details of the issue reported by the user.

Email support
* Except Saturdays, Sundays and public holidays.    

Monday to Thursday: 9.00 am to 6.00 pm.
Friday: 9.00 am to 3.00 pm.

Email: support.duoxme@fermax.com

 

7. INCIDENT MANAGEMENT

7.1. If an incident falls within Fermax’s scope of responsibility, it will be classified according to the following table:

Severity level: Critical 

  • Functions:
    • Login
    • Audio/video
    • Call notification
    • Autoon
    • Door opening
    • Pairing
    • Subscriptions
    • Cybersecurity
  • Description: The incident causes a total loss of use of the Application or critical interruptions to its essential functionality, compromising the normal use of the service for a significant percentage of the total active user base.

 

Severity level: Serious

  • Functions: Non-essential features (widgets, shortcuts, F1, concierge call, zoom, screen rotation, customisation, settings, password change or recovery, etc.).
  • Description: Although the number of users affected out of the total active user base is high, the degraded functions with operational interruptions are non-essential, whilst the main functionality of the App remains unaffected.

 

Severity level: Moderate   

  • Functions: Essential and non-essential.
  • Description: Essential or non-essential functions affected for a small percentage of active users, or performance degradation without substantial loss of functionality. 

 

Severity level: Minor

  • Functions: Essential and non-essential
  • Description: The incident is not widespread and is limited to isolated cases affecting specific devices, models or versions of the device’s operating system, with the rest of the active user base operating without disruption.  

Fermax, at its discretion, will prioritise incidents in accordance with these definitions.

 

7.2. Fermax will make reasonable efforts to inform users about the detected incident, segmenting by affected users where possible. 

7.3. Fermax will provide updates on the status of services in accordance with the Progress Update Time (PST) set out in the table below. The PST is measured from the time Fermax confirms, on the Status Page, that an Incident has occurred.

Severity

PST Commitment

A – Critical

Every 12 hours until resolution.

B – Serious

Every 24 hours until resolution.

C – Moderate

Upon resolution of the incident.

D – Minor

Upon resolution of the incident.

 

8. TERM AND TERMINATION

8.1. The commitments undertaken by Fermax under this SLA shall remain in force, in respect of each user, for as long as they remain a registered user of the Application. The loss of such status, for any reason, shall result in the automatic termination of the technical support obligations set out in the SLA, without this giving rise to any right to compensation in favour of the user.

 

Date of update: 4 May 2026