Umowa o Poziomie Usług

v1.0 · 7 maja 2026

Zobowiązania dostępności, konserwacja i cele czasów odpowiedzi.

Uptime Commitment

99.9%

Monthly Uptime Target

Availability calculated excluding scheduled maintenance, force majeure, and third-party failures

Uptime Calculation Exclusions

Scheduled maintenance windows (communicated in advance)
Force majeure events beyond Optiviera's control
Third-party internet infrastructure failures
Customer-side connectivity issues
Emergency security mitigation activities
Abuse-related service restrictions

Support Response Targets

PriorityStatusDescriptionResponse Target

Critical (P1)CriticalPlatform down, data breach, service unavailable< 1 hour

High (P2)HighCore feature unavailable, major impairment< 4 hours

Medium (P3)MediumNon-critical feature degraded< 1 business day

Low (P4)LowGeneral questions, feature requests< 3 business days

Scheduled Maintenance

Routine maintenance announced at least 48 hours in advance
Emergency maintenance communicated as promptly as feasible
Maintenance windows scheduled during low-traffic periods where possible
Maintenance status published on system status page

Service Credits

If Optiviera fails to meet the monthly uptime commitment excluding SLA exclusions, affected customers may be eligible for service credits applied to future billing periods. Credit requests must be submitted within 30 days of the qualifying incident. Credits are the sole remedy for uptime shortfalls under this SLA.

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