Service Level Agreement
Last Updated: April 2026
This Service Level Agreement ("SLA") defines the operational commitments, performance targets, and remedies applicable to all Managed Platform services provided by ShiftNode Digital s.r.o. under an active Platform Maintenance retainer. This SLA forms part of the Master Service Agreement ("Agreement") between ShiftNode Digital and the Client.
1. Scope
This SLA applies exclusively to clients on an active Platform Maintenance retainer (Phase 2) with ShiftNode Digital. It covers the availability and performance of the managed web application as deployed on the production environment.
This SLA does not apply to: development/staging environments, one-time project builds without a retainer, third-party services or APIs not managed by ShiftNode Digital, or the Client's own internal systems.
2. Platform Availability
Monthly Uptime Target
Equivalent to a maximum of approximately 43 minutes of unscheduled downtime per calendar month. Uptime is measured as the percentage of total minutes in a calendar month during which the production application is accessible and functional.
Uptime Calculation:
Downtime is defined as a period during which the production application returns HTTP 5xx errors or is completely unreachable for more than 5 consecutive minutes, as verified by ShiftNode Digital's monitoring systems.
3. Incident Severity & Response Times
Incidents are classified by severity. Response times represent the maximum elapsed time between incident confirmation and the beginning of active investigation by ShiftNode Digital.
| Severity | Definition | Response | Resolution Target |
|---|---|---|---|
| Critical | Production application completely down or experiencing data loss | 4 hours | 8 hours |
| High | Major feature impaired; workaround not available | 8 hours | 24 hours |
| Medium | Non-critical feature impaired; workaround available | 24 hours | 72 hours |
| Low | Minor issue, cosmetic defect, or general inquiry | 48 hours | Next scheduled maintenance window |
Response times are measured during business hours (CET/CEST, Monday–Friday, 09:00–18:00), except for Critical severity incidents which are monitored 24/7.
4. Scheduled Maintenance
ShiftNode Digital may perform scheduled maintenance to apply security patches, deploy updates, or improve infrastructure. Scheduled maintenance is subject to the following conditions:
- The Client shall receive a minimum of 48 hours advance written notice for scheduled maintenance.
- Maintenance windows will be scheduled during low-traffic periods (typically CET 02:00–06:00) wherever commercially reasonable.
- Scheduled maintenance downtime is excluded from the uptime calculation in Section 2.
- Emergency security patches may be deployed with shorter notice when a critical vulnerability (CVSS ≥ 9.0) is identified.
5. Service Credits
If ShiftNode Digital fails to meet the 99.9% monthly uptime target, the Client is entitled to request service credits applied to the following month's retainer invoice. Service credits are the Client's sole and exclusive remedy for downtime.
| Monthly Uptime | Service Credit |
|---|---|
| 99.0% – 99.89% | 10% of monthly retainer fee |
| 95.0% – 98.99% | 20% of monthly retainer fee |
| Below 95.0% | 30% of monthly retainer fee |
Claim Process: The Client must request service credits in writing within 30 days of the end of the calendar month in which the SLA failure occurred.
Maximum Credit: Total service credits in any calendar month shall not exceed 30% of the monthly retainer fee for that month.
Non-Accumulation: Service credits may not be accumulated or carried over to subsequent months. Credits apply only as a discount against future invoices and are not redeemable for cash.
6. Exclusions
The following events are excluded from the uptime calculation and do not qualify for service credits:
- Scheduled maintenance as described in Section 4.
- Force majeure events — natural disasters, wars, government actions, pandemics, or catastrophic failures of global telecommunications infrastructure.
- Downtime caused by the Client's actions — including unauthorized modifications to production code, DNS misconfigurations, or domain expiration.
- Failures of third-party services not under ShiftNode Digital's direct control — including upstream CDN provider outages, domain registrar failures, or third-party API downtime.
- Planned Client-requested deployments or feature migrations performed outside standard change management windows.
- Distributed Denial of Service (DDoS) attacks or other malicious activity originating from external threat actors, provided ShiftNode Digital has implemented commercially reasonable mitigation measures.
7. Monitoring & Reporting
ShiftNode Digital employs automated monitoring to track platform availability and performance. Monitoring checks are executed at intervals of no more than 5 minutes from multiple geographic locations.
- Monthly Reports: Available upon request, detailing uptime percentage, incidents, response times, and any SLA breaches.
- Incident Reports: Post-incident reports for Critical and High severity events will be provided within 5 business days of resolution.
8. Governing Law
This SLA shall be governed by and construed in accordance with the laws of the Czech Republic. Any disputes arising under this SLA shall be resolved in accordance with the dispute resolution provisions set forth in the Agreement.
Questions About This SLA
For questions regarding SLA commitments, service credit claims, or to request monthly uptime reports, please contact: