SLA and support terms.

01Scope

This document forms part of the Terms and Conditions of LISTIFY s.r.o., Company ID: 04198042 (“Listify”), and sets the service levels (SLA) for the management, operation, and support of websites, online stores, applications, systems, and integrations. The specific plan, scope, and price are set by the accepted quote. If the quote departs from this document, the quote takes precedence.

02Definitions

• Request (ticket): a bug report, question, or request for a change submitted through one of the channels listed in the “How to submit requests” article.
• Response time: the time from receipt of a request to the first reply from a specialist who has taken over the request and started working on it. An automatic confirmation is not a response.
• Resolution time: the time until functionality is restored, including by a temporary workaround. For priorities P3 and P4, it is indicative.
• Business hours: business days from 8:30 a.m. to 4:00 p.m. Prague time.
• Monitoring: automated checks of a project's availability and errors that Listify sets up and evaluates.

03Plans

We provide Maintenance and support under the following plans:

• Essential care: availability monitoring, daily backups, security updates, and a monthly report. Response to serious issues by the next business day.
• Business: everything in Essential care, plus a response within 4 hours during business hours and 5 development hours per month.
• Critical systems: everything in the Business plan, plus a response within 1 hour for P1 requests around the clock, including weekends and public holidays, and 24/7 on-call coverage.
• Online store care: everything in the Business plan, plus monitoring of seasonal peaks, product feeds, and payments. Response times as in the Business plan.
• Cloud and DevOps: cloud management and deployments under the client's account. Response times as in the Business plan unless the quote provides otherwise.
• Project takeover: a plan set according to the project's needs after the takeover audit.

Add-ons, such as weekend on-call coverage or extra development hours, and their parameters are set by the quote.

04Request priorities

The client proposes the priority when submitting a request; Listify may adjust it after assessment and will state the reason in the ticket.

• P1 Critical: the service is unavailable or a key function (orders, payments, login) is not working for all users, or there is a risk of a data leak.
• P2 High: a key function is not working for some users or is significantly impaired, and no workaround exists.
• P3 Normal: a bug that does not impair the main functions, or a workaround exists.
• P4 Low: a question, a minor change, or a development request.

05Response times

Response times by plan and priority:

• Essential care: P1 and P2 within 8 business hours, P3 and P4 within 2 business days.
• Business: P1 within 4 hours during business hours, P2 within 8 business hours, P3 within 2 business days, P4 within 5 business days.
• Critical systems: P1 within 1 hour around the clock, P2 within 4 hours during business hours, P3 within 1 business day, P4 within 5 business days.

We work on P1 issues without interruption until operation is restored or a workaround is deployed. We provide progress updates at least every 2 hours.

06How to submit requests

• By ticket in the client account. This is the preferred channel; each request has a number, a status, and a history.
• By email to info@listify.cool. We log the request as a ticket.
• By phone at +420 771 166 199, or, for P1 priority outside business hours, at the on-call number shown in the client account (Critical systems plan only).

A request should include a description of the problem, the URL or screen, the time it occurred, and the steps to reproduce it. The response time starts when a request containing this information is received.

07Monitoring, backups, and updates

• We monitor availability and errors around the clock. The client does not need to report an outage detected by monitoring; Listify handles it as a P1 request.
• Databases run on the Neon platform, for clients from the Czech Republic and Slovakia primarily in the Frankfurt region (Germany, EU), and for projects aimed at other countries in the region closest to their users. Neon backs up continuously and allows restoring to any point in time (point-in-time restore). We set the retention period to 7 days by default; a longer period can be agreed in the quote. We back up files and media that are not part of the repository daily.
• We test restoring from backup at least once per quarter.
• We deploy security updates to the test environment first. We deploy critical security fixes without undue delay, even outside the scheduled window.

08Hosting and availability

Listify does not provide hosting. Projects run on Vercel and Neon, for clients from the Czech Republic and Slovakia primarily in the Frankfurt region (Germany, EU), and for projects aimed at other countries in the region closest to their users, under the client's account, and these providers commit to infrastructure availability in their own terms. Listify commits to monitoring, response times, and problem resolution for the parts it has set up and manages itself.

If an outage is caused by the hosting provider or another third party (payment gateway, API, carrier), Listify, as part of the SLA, will detect the outage, inform the client, work on it with the provider, and deploy a workaround where possible.

09Planned maintenance

We announce planned maintenance that may disrupt operation (major updates, migrations) in the client account at least 3 business days in advance and preferably carry it out between 10:00 p.m. and 6:00 a.m. For the Critical systems plan, we agree on the timing with the client in advance. Downtime at the hosting provider or another third party is scheduled by that provider; if we learn about it, we will notify the client.

10Compensation for missed SLA targets

If Listify, for reasons of its own, misses the response time for a P1 or P2 request, it will give the client, on request, a discount on the monthly fee for the affected service:

• 5% for each missed response time for P1 or P2,
• the total discount for one month is capped at 30% of the monthly fee.

The discount must be requested within 30 days of the end of the month concerned. It is deducted from the next invoice. This does not affect the client's rights arising from defects or its right to compensation for damage to the extent provided in the Terms and Conditions.

11Development hours

Development hours included in a plan can be used for changes, new features, and consultations. We roll over unused hours to the next month, up to a maximum of one month's allowance. Work beyond that is billed at the hourly rate stated in the quote, always after an estimate has been approved in the client account.

Defect fixes during the 180 days of free fixes after launch do not count toward development hours.

12Reports

Every month, the client receives a report with measured availability, an overview of resolved requests, updates performed, backup status, and development hours used. For the Business and Critical systems plans, we go through the report together on a short call.

13What the SLA does not cover

• bugs caused by interference by the client or a third party with the code, server, or configuration,
• website content and its accuracy, unless content editing has been agreed,
• hosting and operation of infrastructure, and outages of and changes to the services of the hosting provider and other third parties beyond Listify's control,
• new development beyond the development hours,
• support for the client's end users, unless expressly agreed.

14Plan changes and termination

The plan can be changed effective on the first day of the following month. A maintenance agreement can be terminated with 1 month's notice. On termination, we hand over the code, access credentials, backups, and documentation as set out in the Ownership and Copyright document.