Service Level Agreement

SLA Tiers & Policies

Our commitment to unmatched reliability, availability, and transparent technical support.

1. Definitions & Severity Levels

Understanding the impact levels (P) guiding our response objectives.

P1Total Outage / System Blockage.

P2Defects in Critical Functions or Modules with severe impact.

P3Defects in Critical Functions/Modules with minor impact.

P4Defects with a workaround but with active impact.

P5Questions or requests for cosmetic changes or enhancements.

* All time zones are measured in CET (Central European Time).

Support Tiers & Time Objectives

SRT: Service Response Time | RTO: Recovery Time Objective | BD: Business Days

Standard

08:00 – 16:00 CET, Mon – Fri via tickets/email

Technical support without strict SRT or RTO SLAs. Provided strictly during regular business hours on a best-effort basis.

Silver

07:00 – 19:00 CET, Mon – Fri via tickets/email

Severity	SRT	RTO
P1	120 min	24 hours
P2	4 hours	3 BD
P3, P4, P5	1 BD	N/A

Gold

07:00 – 21:00 CET, Mon – Fri via tickets/email/phone

Severity	SRT	RTO
P1	90 min	12 hours
P2	3 hours	2 BD
P3, P4, P5	24 hours	N/A

Platinum

Premium

P1: 24x7 CoverageP2: 07:00 – 21:00 CET (Mon-Sat), 09:00 - 17:00 CET (Sun)P3-P5: 07:00 – 21:00 CET (Mon-Fri), 09:00 - 17:00 CET (Sat-Sun)

Severity	SRT	RTO
P1	60 min	ASAP – 8 hours
P2	2 hours	2 BD
P3, P4	12 hours	5 BD
P5	24 hours	N/A

4. Service Credits & Limitations

If SRT/RTO for P1 and P2 incidents are not met, a service credit of 2.5% of the monthly fee per incident is applied, explicitly capped at a maximum of 10% of the total monthly fee.

Exclusions: Outages caused by infrastructure failures, intentional interventions by the Client, out-of-process changes, force majeure events, or components functioning completely outside our administrative control are excluded from SLA penalty metrics.

5. Status Notifications

Special status notifications featuring continuous updates will be dispatched every 6 hours for ongoing P1 or P2 incidents, exclusively for the Gold and Platinum premium tiers, encompassing a window of up to 72 hours.

BD (Business Day): Inside operating hours according to the respective SLA tier plan.
P (Priority/Severity): Consequence impact scale compared to nominal operating status.