Service Level Agreement (SLA)
This agreement is an annex to the Terms of Service.
1. Availability
The Publisher targets a monthly Service availability of 99.5%, excluding the periods set out in section 3.
Calculation: Availability = (Minutes in the month - Downtime) / Minutes in the month.
2. Definitions
- Downtime: a period during which the Service is inaccessible due to the Publisher, as measured by monitoring.
- Major incident: the Service is entirely inaccessible or a critical function is lost for all users.
3. Exclusions
The following are not counted as downtime:
- scheduled maintenance announced 48 hours in advance;
- force majeure events;
- failures of the Customer's systems or of third parties (the Customer's ERP, network, or cloud providers beyond reasonable control);
- use that does not comply with the Terms of Service.
4. Scheduled maintenance
Preferably performed outside business hours, within a Sunday 00:00-04:00 CET window, with prior notice.
5. Support
| Plan | Channel | Hours | Target first response time |
|---|---|---|---|
| Standard | Email: contact@werisco.com | Business days, 9:00-18:00 CET | Major incident: 4 h · Minor: 1 business day |
| Premium | Email + priority support | Business days, 8:00-20:00 CET | Major incident: 2 h · Minor: 4 business hours |
These are response times, not guaranteed resolution times.
6. Incident management
For a major incident, the Publisher acknowledges receipt, provides a regular status update (hourly), and publishes to a status page where applicable.
7. Service credits
If monthly availability falls below the target, the Customer may request, in writing within 30 days, a credit on the affected month's fee:
| Measured availability | Credit |
|---|---|
| below target and at or above 99.0% | 5% |
| below 99.0% and at or above 95.0% | 10% |
| below 95.0% | 20% |
The credit is the Customer's sole remedy for a breach of the availability level, capped at 100% of the affected month's fee.
8. Backups and continuity
- Backups: daily, with 30 days' retention.
- RPO / RTO: targets confirmed according to actual capacity.
9. Review
Targets may be revised at each renewal, and raised as the infrastructure matures.