Service Level Agreement
Effective Date: pending activation (not set reserved for release).
Last Updated: pending activation (not set reserved for release).
Draft prepared and revised: 7 October 2026. Pending activation.
Non-binding summary. A numerical uptime or support commitment applies only when we accept a completed service-level schedule with you. Free and Pro have no included numerical SLA. Agreed service credits do not replace your statutory remedies. This summary is outside the operative agreement.
1. Scope and activation
1.1. The supplier is Igor Tkachenko OwlMeans Software (trading as “OwlMeans Software, JDG”), ul. Ariańska 9/5, 31-505 Kraków, Poland; NIP 6772507251; EU VAT identifier PL6772507251; REGON 527979906; support@owlmeans.com; +48 780 256 571. Definitions follow Terms & Conditions. This framework creates measurable commitments only when a completed schedule identifying the Customer, covered Service and period is expressly accepted in an Order/SOW.
1.2. Standard Free/Pro purchases include no numerical uptime, recovery, backup, response-time or service-credit guarantee. The absence of a numerical SLA does not remove agreed supply, security, reasonable-care duties or mandatory conformity/remedies. An unsigned or incomplete schedule is not an operational commitment. Subscription charges follow the billing agreement; commissioned work follows Services Terms.
2. Completed service-level schedule
2.1. Before the SLA applies, the parties shall complete each applicable field below and expressly mark any inapplicable field. A target percentage or deadline is not inferred from this table.
| Schedule field | Information required in the accepted Order/SOW |
|---|---|
| Parties, period and scope | Customer, start/end, covered Platform/hosting functions, regions and dependencies. |
| Availability commitment | Agreed target, measurement period, authoritative measurement source, unavailable-event definition and calculation. |
| Maintenance | Planned windows, advance notification, emergency handling and permitted exclusions. |
| Support | Contact route, supported hours/timezone, severity definitions, response targets and escalation; distinguish response from resolution. |
| Recovery and data | Agreed recovery/backup targets, data scope, restoration method/testing, exclusions and export limitations. |
| Credits and claims | Amount/formula, eligible fee base, maximum credit, proportionate evidence, claim procedure/window and settlement method. |
| Change and exit | Notice, consent requirements, material repeated-failure remedies and transition/unused-prepayment handling. |
2.2. Measurement shall fairly reflect the covered customer’s access. Exclusions must be specific and causally relevant, rather than excluding every subcontractor failure. Maintenance exclusions apply only on the agreed conditions. Mandatory law, the DPA for processing and expressly agreed commercial scope prevail; any numerical SLA variation requires recorded agreement.
3. Support, maintenance and incidents
3.1. Use support@owlmeans.com for service reports unless the accepted schedule supplies an additional channel. Identify the affected account/function, time and observed impact without unnecessary secrets or personal data. OwlMeans shall assess material interruption, provide relevant status and coordinate restoration; numerical deadlines apply only if completed in the schedule. Security/breach duties under the DPA and law apply independently of support hours.
3.2. Give reasonable advance information for planned material maintenance and timely information about significant unplanned disruption where practicable. Emergency measures must be proportionate and reviewed; service changes follow Terms section 22. Google reCAPTCHA protects selected workflows; Privacy and Cookies explain security data and storage. Optional permission is not required to report an incident or obtain purchased support.
4. Credits, remedies and ending
4.1. Service credits arise only under the completed schedule’s agreed formula. A claims window may govern those additional contractual credits but shall not shorten statutory remedies. Do not count the same contractual credit twice for the same loss; mandatory damages, withdrawal, refund and conformity rights remain independently available. Credits are not an exclusive remedy for Consumers or statutory data-protection duties.
4.2. Repeated/material failure and ordinary expiry follow the agreed schedule and mandatory termination rights. The Refund and Cancellation Policy explains statutory remedies and unused payments/credits. Ending an SLA does not automatically delete data; Terms section 21 and the DPA govern export, switching and return/deletion. No force-majeure or supplier exclusion permits indefinite withholding of statutory refunds or prepaid unprovided supply.
4.3. Disputes, liability limits and lawful changes follow Terms sections 18 and 22–26, without enlarging business limits or extending them to Consumers. Contact the supplier above for an SLA offer; requesting an offer alone creates no guarantee.