Version 2: 05.05.2026
Playable ApS | Version 2.0 | May 2026
Annex 3 to the Subscription Agreement
This SLA sets forth the terms and conditions under which Playable shall perform maintenance and support services for the Playable Platform as specified in the Subscription Agreement.Playable will provide the following maintenance and support services to the Customer:
The Playable Platform is the subscription-based SaaS platform app.playable.com provided by Playable to the Customer under the Agreement.
The Playable Platform allows Customers to build campaigns using gamification. Gamification is defined as adding elements of game play (such as point scoring, competition with others, and rules of play) to other areas of activity, and is generally used as an online marketing technique to encourage engagement with a product or service, or to create awareness of a certain topic.
The Playable Platform provides more than 40 different game concepts. Games are built and customised in the Playable Platform by the Customer, but additional assistance from Playable can be purchased as Managed Services.
It is possible to collect data from persons engaging with campaigns built in the Playable Platform. The Customer decides which data to collect via the Playable Platform. Playable has high standards of data security and is ISO 27001 certified.
Playable host and process data within the EU.
The Playable Chat Support is a service that can assist Platform users while building their campaigns. The support staff are experts in the Playable Platform and provide both knowledge and guidance.
The chat is available as a pop-up window in
Opening hours are weekdays from 08:00 to 21:00 (CET).
Support staff can assist in English and Danish and are based out of the Playable headquarters in Aarhus, Denmark as well as in London, UK.
The Help Center is a centralized hub of information and resources designed to assist customers with navigating the Playable Platform. The Help Center is available on https://help.playable.com/en/ and does not require login.
The Help Center provide a range of self-service options, including frequently asked questions (FAQs), step-by-step guides, video tutorials, and articles that cover a wide range of topics related to the Playable Platform such as design and layout, prizes, account settings, gamification strategy and several other areas.
The Playable Platform Subscription may include access to a dedicated Customer Success Manager, depending on the chosen plan.
The Customer Success Manager offers strategic advice, business performance reviews, inspiration and guidance to help the Customer achieve the best outcomes from the Playable Platform.
The Customer Success Manager will also serve as the primary point of contact for questions regarding the Subscription Agreement.
The Customer shall report Errors to Playable via the Chat Support. The error report shall include all information available to the Customer that is relevant for establishing a Workaround Solution and Permanent Fix in connection with the Error.
After receiving each error report from the Customer, Playable will respond with a written confirmation of the error report within the timeframes specified in Section 5 below. Such confirmation shall include an estimate of: (i) the time before a Workaround Solution can be established; and (ii) the time before a Permanent Fix can be established.
For the purposes of this SLA, “Error” means any inconsistency between the Playable Platform and any applicable specification described in the service specification, webpage or applicable technical standard.
Playable will prepare a Software Patch or Software Update to rectify Errors permanently (“Permanent Fix”) based on an error report from the Customer.
Playable shall respond to and resolve Errors in accordance with the following timeframes:
Error classification is determined by Playable based on the nature and impact of the Error:
Playable shall maintain Platform availability of 99.9% or above during each calendar month of the Subscription Term (“Uptime Target”), measured in accordance with Section 6.2 below, and excluding Scheduled Maintenance and Excluded Events as defined in Sections 6.3 and 6.4.
Uptime is calculated as follows:
Downtime is measured from the time Playable becomes aware of a service interruption (whether through Playable’s own monitoring systems or receipt of a Customer error report via Chat Support) until the Platform is operational. Downtime excludes minutes attributable to Scheduled Maintenance or Excluded Events as defined below.Uptime monitoring is performed using Playable’s internal monitoring infrastructure and is available here: https://status.playable.com/uptime.
Playable may periodically perform scheduled maintenance on the Platform. Maintenance windows are planned during periods of low Platform activity to minimize disruption to Customers. Playable will provide the Customer with at least fourteen (14) days’ prior written notice of planned Downtime for maintenance purposes via messages in the Platform.
Emergency maintenance required to address critical security vulnerabilities or to prevent imminent system failure may be performed without prior notice. Playable will notify the Customer as soon as reasonably practicable in the event of emergency maintenance.
The following events are excluded from Downtime calculations and do not count against the Uptime Target:
Playable’s failure to meet any service levels set forth in the applicable Service Level Agreement constitutes a material breach of the Agreement.
Previous versions
Service Levet Agreement – Version 1.1 15.05.2023
Service Levet Agreement – Version 1.0 15.05.2023