1. Purpose of document
These Service Level Agreement / SLA (hereinafter "SLA") govern the service level, support and availability of the Dokumentárna.cz service provided by DomusDigital, s.r.o.
SLA forms a supplementary part of the terms and conditions.
2. Service availability
2.1. The Provider undertakes to make reasonable efforts to ensure service availability of at least 99% within a calendar year.
2.2. The following are not included in availability calculation: planned outages announced at least 24 hours in advance, outages caused by third parties (hosting, user's internet connection, payment gateways, email services), outages caused by force majeure (e.g., power outage, hardware, natural events, third-party attacks), outages caused by User's incorrect procedure.
2.3. Planned outages are performed especially due to: application updates, server infrastructure maintenance, security improvements.
3. Data backup
3.1. Data stored in the service is regularly backed up.
3.2. Standard backup mode is: daily backups, retention period 7 days (unless otherwise specified in a higher plan).
3.3. Backups serve exclusively for data recovery in case of a system incident, not for recovery of deleted documents at User's request (unless agreed in the plan).
4. Security
4.1. The Provider ensures technical and organizational measures appropriate to the risk, including: data encryption during transmission (HTTPS), authentication and access control, firewall and protection against attacks, regular updates and monitoring, secure data center in the EU.
4.2. The Provider is not responsible for User's unsecured devices or unprofessional handling.
5. Support and response times
5.1. Support is provided via email info@dokumentarna.cz.
5.2. Response times: general inquiries: within 48 hours, incidents preventing service use: priority, usually within 24 hours, security incidents: immediately upon detection.
6. Limitations and liability
6.1. The Provider does not guarantee uninterrupted 100% service availability.
6.2. The Provider is not liable for damage caused by: outages caused by third parties, attacks by third parties, data loss caused by the User, User's inappropriate handling.
6.3. The Provider's liability is limited to the amount of the User's annual subscription.
7. Recovery measures (disaster recovery)
7.1. In case of a serious server failure, the Provider will restore from the last available backup.
7.2. The Provider undertakes to start recovery immediately upon detection of the incident.
8. SLA changes
8.1. The Provider may update these Service Level Agreement.
8.2. The User will be informed via the website or email if these are significant changes.
8.3. The new wording is effective from the date of publication.
9. Effectiveness
This SLA takes effect on [fill in date].