SLA: Service Level Agreement

1. Availability (Uptime)

99.5% monthly for the web interface (cap.cleanthes-apps.com), REST API (/api/*) and email outbound sync (SMTP). Calculated on minutes per calendar month, with scheduled maintenance windows excluded.

Does not count as downtime: (a) scheduled maintenance announced in advance, (b) force majeure (massive DDoS, regional Cloudflare/hosting incident), (c) issues with client network or browser.

Availability is measured continuously by an external monitor, independent of the server; the monthly report is sent on request.

2. Incident response time

Priority (severity) levels:

P1 (critical): app completely inaccessible or core feature (login, skill matrix, IDP) broken. Initial response: 4 hours in-hours (Mon-Fri 09:00-18:00 EET). Resolution: best effort continuous.

P2 (major): secondary feature broken, no workaround (e.g. DSP report fails to generate, PIN reset broken). Initial response: 1 business day.

P3 (minor): bug with workaround (e.g. button triggers refresh instead of inline save). Initial response: 5 business days.

P4 (cosmetic): typo, colour, spacing. Resolved in next release (~2-4 weeks).

Clock starts when ticket is received at support@cleanthes-apps.com or reported through the support system during specified hours.

3. Support channels

Starter: email at support@cleanthes-apps.com, answer within 24 business hours. Hours Mon-Fri 09:00-18:00 EET, for all plans.

Professional: email + phone, priority. Enterprise: email + phone + dedicated account manager and a custom SLA. Support is included in the price on every plan; 24/7 can be contracted separately, on quotation.

4. Backup and recovery

Daily automated backup of the database, uploaded files and configuration, retained 90 days, on the Service infrastructure in Romania. A copy outside the main server will be added later, with notice to customers.

RTO (Recovery Time Objective): 24 hours from critical incident to complete application and data restoration.

RPO (Recovery Point Objective): maximum 24 hours of data can be lost in the worst-case scenario (last daily backup).

The restore procedure is documented; a restore test can be run at the customer's request.

5. Scheduled maintenance

Notification with minimum 48 hours in advance for any maintenance implying downtime > 15 minutes.

Preferred window: Sunday 02:00-06:00 EET (lowest traffic in RO factories).

Notification by email to the organisation's administrators, plus an in-app announcement (banner).

6. Penalties for SLA non-conformance

If monthly uptime falls below 99.5%, the client receives 10% credit on the next invoice for each 1% uptime lost below threshold. Example: 98.4% uptime in a month → 11% credit.

Maximum credit per month: 50% of that month's invoice (no cash refund, only credit applied to next invoice).

Claim must be submitted to support@cleanthes-apps.com within maximum 30 days from the end of the affected month.

If the app is down consecutively more than 72 hours in a month, the client can terminate the contract without penalties and receives pro-rata refund for the remaining days.

7. What this SLA does not cover

Wrong client configurations (e.g. notifications sent to non-functional email addresses, misconfigured roles).

Training the client users: the initial training is included in the installation & access fee; anything further is quoted separately.

Integrations on request (ERP, HR): provided through separate projects, with their own SLA.

Data recovery over 90 days, older backups are automatically deleted.

8. SLA modifications

Notice 90 days in advance for any modification that could negatively affect the client (e.g. changed penalty threshold, extended maintenance window).

Modifications that improve the SLA (e.g. P1 response reduced from 4h to 2h) take effect immediately, with notification.