1. Subject matter
1.1.This SLA specifies availability, maintenance, incident handling, backup operation and support services for SmartShelf.
2. Support hours
2.1.Regular support hours are Monday to Friday from 09:00 to 17:00 (Austrian local time), excluding public holidays in Austria.
2.2.Guaranteed response times only run within these support hours. Outside these hours, requests are handled as availability permits, without a contractually guaranteed response time.
2.3.Primary support contact: support@smartshelf.at. Support requests should contain a comprehensible description and – where possible – screenshots or diagnostic information.
3. Included support quota
3.1.One hour of regular support per calendar month is included in the monthly usage and operation fee. Unused hours are not carried over.
3.2.The quota covers questions on use, assistance, configuration support and error analysis. Fixing a software defect for which the Contractor is responsible is not counted against the quota.
3.3.Feature requests and custom developments are not covered by the quota. Additional support is invoiced in accordance with the main contract.
4. Incident classes and response times
| Priority | Description | First response |
|---|---|---|
| P1 – Critical | SmartShelf as a whole cannot be used productively, or essential core processes are at a standstill without a reasonable workaround. | within 4 support hours |
| P2 – High | An essential function is severely impaired; operation is possible to a limited extent. | within 1 support day |
| P3 – Medium | Functional limitation without significant interruption of operations. | within 2 support days |
| P4 – Request | Question on use, suggestion for improvement or feature request. The response time is not an implementation deadline. | within 5 support days |
The response time is the time until the first qualified reply or the start of processing; it is not a guaranteed resolution or recovery time.
5. Availability
5.1.The contractual availability is 99.5 % per calendar quarter.
5.2.Availability exists when the SmartShelf web application and its essential core functions are technically reachable and generally usable from the perspective of the infrastructure operated by the Contractor.
5.3.The calculation excludes plannable maintenance windows announced with reasonable notice; urgent security maintenance; faults in the Client's internet or IT environment; faults caused by the Client or third parties engaged by the Client; and cases of force majeure.
5.4.Announced maintenance by an infrastructure provider may be treated as planned maintenance if the Contractor informs the Client of it where possible. Unannounced ordinary provider outages are not excluded from the availability calculation merely because a third-party service provider is affected.
5.5.Uninterrupted availability of 100 % is not owed.
6. Maintenance windows
6.1.Plannable maintenance is carried out outside regular support hours where possible and is usually announced at least 48 hours in advance.
6.2.Urgent security, stability or recovery measures may be carried out at short notice and, if necessary, without prior announcement.
7. Backups and recovery
7.1.The production-relevant SmartShelf data is backed up daily as scheduled, starting at around 03:00.
7.2.The retention scheme keeps at least 14 daily backups; in addition, weekly and monthly backups are kept in accordance with the Restic retention scheme in force at the time. The Contractor may change the technical backup procedure provided an at least equivalent level of protection is maintained.
7.3.The backups are encrypted with Restic and kept in an S3-compatible object storage separate from the primary production environment.
7.4.Backups serve the technical recovery of the SmartShelf customer environment and do not replace any statutory archiving or retention obligation of the Client.
7.5.The agreed backup intervals do not constitute a guarantee of a particular maximum recovery time (RTO) or maximum data loss period (RPO). Specific RTO or RPO values are only owed if they have been expressly agreed in writing.
8. Cooperation of the Client
8.1.The Client reports faults without delay and in a comprehensible manner and provides the information required for analysis.
8.2.The Contractor decides at its professional discretion on a fix, update, configuration change or a reasonable workaround.
9. Penalties and service credits
9.1.This SLA gives rise to no contractual penalties and no automatic service credits or refunds. Mandatory statutory claims remain unaffected.
10. Changes
10.1.Changes to this SLA require the agreement of the parties. Purely technical or organisational changes that do not reduce the promised quality of service remain permissible.