Availability Guarantee (SLA)
We guarantee an annual availability of 99.5% for our service, equivalent to a maximum of 43 hours of unplanned downtime per year. Planned maintenance and updates are excluded from the availability calculation and will be communicated in advance.

Incident Management and Support
In the event of incidents, we offer support as follows:

Response Time:
Within 1 hour for critical issues during regular support hours.

Communication Channels:
Phone, email, and chat.

Support Hours:
Weekdays between 09:00-17:00.

Incidents are handled according to a structured process where issues are investigated, resolved, and escalated if necessary.

Backup and Data Recovery
Backups are performed daily and stored for one year. Data recovery is performed within 48 hours if needed. Customers can request the restoration of historical backups within the specified time frame.

Compensation for Extended Downtime
If downtime exceeds the guaranteed availability as per the SLA, we offer the following compensation: Credit for fees corresponding to the period of exceeded downtime. Access to prioritized support in the event of recurring outages.

Force Majeure and Exceptions
We assume no responsibility for availability issues caused by circumstances beyond our control, such as natural disasters, exceptionally large-scale cyberattacks, power outages, or other force majeure events.