Service Level Agreement
Last Updated: May 2026
English legal version controls
This legal page is maintained in English as the authoritative version. Localized routes may include summaries for visitor convenience, but the English text controls unless a separately signed agreement says otherwise.
This Service Level Agreement ("SLA") is a template for operational commitments, performance targets, and remedies that may apply to managed implementation or support services provided by ShiftNode Digital s.r.o. only when included in an active signed agreement. The AI Growth Audit itself is a short consulting engagement and does not automatically include managed-platform uptime commitments unless agreed separately.
1. Scope
This SLA applies only to clients on an active signed support, maintenance, or managed implementation agreement with ShiftNode Digital. It covers the availability and performance of the managed web application as deployed on the production environment where ShiftNode is responsible for the relevant service.
This SLA does notapply 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
Default Monthly Uptime Target Where Included
This target applies only where the signed agreement includes this SLA or an equivalent availability commitment for a specific managed production application. It is equivalent to a maximum of approximately 43 minutes of unscheduled downtime per calendar month before exclusions.
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 where covered | 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), unless the signed support plan expressly includes extended or 24/7 coverage.
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
Where monitoring is included in the signed support plan, ShiftNode Digital uses automated monitoring to track platform availability and performance for the relevant managed production environment.
- 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: