Service Level Agreement

Service Level Agreement of swebify.io

Last Updated: March 28, 2025

1. Introduction

1.1 Scope

This Service Level Agreement ("SLA") is an integral part of the Swebify Terms and Conditions ("Terms") and defines the service level commitments that Swebify ("We", "Our") provides to its customers ("You", "Your").

1.2 Quality Certifications

Swebify is certified under the following international standards:

ISO 9001:2015 (Quality Management System)
ISO 27001:2013 (Information Security Management System)

These certifications ensure:

Standardized and documented service management processes;
Structured approach to continuous improvement;
Comprehensive information security management system;
Regular audits by accredited certification bodies.

1.3 Definitions

Service: Refers to the Swebify platform, including all its components, as described in the Terms.
Billing Period: The monthly or annual period based on your subscription plan.
Downtime: Periods where the Service is unavailable, as defined in Section 2.3.
Response Time: Time between the receipt of an incident report and the initial response from our support team.
Resolution Time: Time between the receipt of an incident report and its resolution.

2. Service Availability

2.1 Uptime Commitment

We commit to maintaining 99.9% service availability on a monthly basis, calculated as:

Availability (%) = ((Total minutes in a month - Downtime minutes) / Total minutes in a month) × 100

2.2 Monitoring and Measurement

Availability is measured through automated monitoring systems running checks every minute from various geographic locations. These checks verify:

Management interface availability (dashboard)
API functionality
Resource accessibility (VMs, containers)
Core services (DNS, email, hosting)

2.3 Definition of Downtime

Downtime is defined as a period during which one or more essential components of the Service are unavailable or not functioning properly due to issues within our infrastructure, including:

Inaccessible management interface
Inability to create, modify, or delete resources
Non-functioning VMs or containers
Email or hosting services not working

2.4 Downtime Exclusions

The following are not considered downtime for SLA purposes:

Scheduled maintenance (see Section 3)
Issues caused by the underlying cloud provider (e.g., Hetzner)
Internet connectivity issues outside our network
External DDoS attacks or other security events
Customer-modified configurations
Resource usage beyond allocated limits
Third-party software issues
Force majeure events

3. Scheduled Maintenace

3.1 Maintenance Windows

Whenever possible, scheduled maintenance will be performed during:

Standard maintenance: Weekdays from 22:00 to 05:00 CET/CEST
Extended maintenance: Weekends from Friday 22:00 to Monday 05:00 CET/CEST

3.2 Maintenance Notifications

Scheduled maintenance will be communicated with:

At least 48 hours’ notice for standard maintenance
At least 7 days’ notice for extended maintenance

Notifications will be sent via email to your primary contact and posted on the Swebify dashboard.

3.3 Maintenance Limits

We commit to limiting scheduled maintenance to:

No more than 8 total hours per month
No more than 4 consecutive hours per maintenance event
No more than 2 events per month

3.4 Emergency Maintenance

In exceptional situations, emergency maintenance may be required with little or no notice. This includes:

Critical security issues
Risk of data loss
Severe service degradation affecting multiple customers

Emergency maintenance is excluded from SLA availability calculations.

4. Technical Support

4.1 Support Channels

We offer the following support channels:

Plan	Support Channels
Standard	Email, Support Portal
Business	Email, Support Portal, Chat
Enterprise	Email, Support Portal, Chat, Phone, Dedicated Support

4.2 Support Hours

Plan	Support Hours
Standard	Mon–Fri, 9:00–18:00 CET/CEST
Business	Mon–Fri, 8:00–20:00 CET/CEST
Enterprise	24/7/365 for P1 & P2; 8:00–20:00 CET/CEST for P3 & P4

4.3 Priority Classification

Incidents are classified according to the following priority scale:

P1 (Critical): Complete service outage or unusable with impact on all/most users or features.
P2 (High): Major feature severely impaired, significant user or operational impact.
P3 (Medium): Secondary functionality issues, limited impact on users or operations.
P4 (Low): Information requests, enhancements, minor issues with minimal or no impact.

4.4 Target Response and Resolution Times

Priority	Plan	Response Time	Resolution Time
P1	Standard	4 hours	24 hours
P1	Business	2 hours	12 hours
P1	Enterprise	1 hour	6 hours
P2	Standard	8 hours	48 hours
P2	Business	4 hours	24 hours
P2	Enterprise	2 hours	12 hours
P3	Standard	24 hours	5 days
P3	Business	12 hours	3 days
P3	Enterprise	8 hours	2 days
P4	Standard	48 hours	10 days
P4	Business	24 hours	7 days
P4	Enterprise	16 hours	5 days

4.5 Escalation Process

For incidents requiring greater attention, the following escalation process is available:

- 4.5.1 Escalation Levels

Level 1: First-level technical support
Level 2: Second-level technical specialists
Level 3: Senior system admins and developers
Level 4: Management and technical leadership

- 4.5.2 Automatic Escalation Criteria

An incident is automatically escalated if:

Response time exceeds the target
Resolution time exceeds the target
Incident severity increases

5. Service Credits

5.1 Credit Calculation

If the monthly availability target (99.9%) is not met, service credits apply:

Monthly Availability	Service Credit (% of Monthly Bill)
< 99.9% but ≥ 99.0%	0%
< 99.0% but ≥ 95.0%	10%
< 95.0%	20%

5.2 Credit Request Procedure

To request a service credit:

Submit a request within 30 days of the incident month
Include:
- Your customer ID and contact information
- Date, time, and duration of the outage
- Description of impact
- Logs or evidence (if available)

Requests must be submitted via the customer portal or email to [email protected]

5.3 Applicazione dei crediti

Approved credits:

Will be applied to the next billing cycle
Are non-transferable
Are not redeemable for cash (except in case of service termination)
Expire 12 months from issue date if unused

5.4 Limitations

The following limitations apply:

Maximum credit is 50% of the monthly bill per month
Credits cannot be accumulated for multiple outages in the same month
Only directly affected services qualify for credits
No credits for free trials or unpaid services

6. Monitoring and Reporting

6.1 Monitoring

We use multiple, redundant monitoring systems to detect issues:

Internal infrastructure and service monitoring
External monitoring from different regions
Synthetic user interaction simulations
Real-time log and performance analysis

6.2 Service Status

A public status page is available at status.swebify.io showing:

Current service status
Planned and ongoing outages
Incident history
Historical performance data

Notifications will be sent via email to the primary contact address and published on the Swebify dashboard.

6.3 Reporting

The following reports are available:

Plan	Available Reports
Standard	Basic monthly report (on request)
Business	Automatic detailed monthly reports
Enterprise	Custom reports, real-time dashboards, quarterly reviews

Standard reports include:

Service availability
Average response time
Outage count and duration
Performance metrics

7. Disaster Recovery and Business Continuity

7.1 Recovery Objectives

Our recovery objectives are:

RPO (Recovery Point Objective): Max 1 hour data loss
RTO (Recovery Time Objective): Services restored within 4 hours for critical incidents

7.2 Backup Strategy

We implement a comprehensive backup strategy including:

Incremental backups every 6 hours
Daily full backups
30-day backup retention
Encryption at rest
Geographically distributed storage

7.3 Disaster Recovery Testing

We conduct regular DR testing:

Monthly backup restore tests
Quarterly failover simulations
Semi-annual full DR drills

Results are available upon request for Enterprise customers.

SLA Changes

8.1 Change Process

We reserve the right to modify this SLA with 30 days’ notice. Changes will be announced via email and posted on our website.

8.2 Versions

We maintain an archive of all previous SLA versions, accessible upon request.

Contact Information

For questions or clarifications about this SLA, please contact us here.