LEGAL-005
TailorDrive Service Level Agreement (SLA)
Status: Draft
Version: 0.1.0
Document ID: LEGAL-005
In short
This document describes the service level that CODINGTAILORS S.R.L. aims to provide to TailorDrive users.
Its purpose is to explain how we manage service availability, maintenance, technical support and incident handling.
This SLA is an operational commitment and supplements the Terms and Conditions and other service policies.
1. Purpose of this document
This policy sets out general principles regarding:
- service availability;
- planned maintenance;
- incident handling;
- technical support;
- platform updates.
2. Scope
This document applies to the TailorDrive service, including:
- the website;
- the web application;
- the TailorDrive Client desktop application;
- backend services required for platform operation.
3. Service availability
CODINGTAILORS S.R.L. makes all reasonable efforts to ensure continuous operation of the service.
However, uninterrupted availability of the platform cannot be guaranteed.
The service may become temporarily unavailable due to:
- maintenance work;
- software updates;
- technical incidents;
- infrastructure failures;
- interruptions caused by third-party providers;
- force majeure events.
4. Planned maintenance
Maintenance may periodically be performed for:
- application updates;
- performance improvements;
- security updates;
- infrastructure changes.
Where possible, work that may affect users will be scheduled during lower-impact periods.
5. Application updates
TailorDrive is a continuously developed product.
Updates may include:
- new features;
- bug fixes;
- optimizations;
- interface improvements;
- security updates.
Certain updates may require temporary service unavailability.
6. Incident handling
Reported incidents are analyzed and prioritized based on their impact on service operation.
Depending on severity, they may be classified internally as critical, major or minor.
The order of remediation is determined by impact on users and the service.
7. Technical support
Support requests may be sent using the contact details published on the website or in the application.
Depending on the request, additional information may be needed to identify and reproduce the issue.
8. Backup and recovery
Backups are operated solely for the Provider's internal service-continuity and disaster-recovery purposes. They are not a customer archive, versioning guarantee or substitute for independent customer backups.
Backups may be incomplete, delayed, corrupted or unavailable. Data deleted or overwritten through synchronization or an authorized account may not be recoverable. Unless expressly agreed in a signed order, no backup frequency, retention period, RPO, RTO or successful restoration is guaranteed. The Customer must maintain and test independent copies of all critical data.
The detailed retention framework is described in LEGAL-003 - Data Retention and Deletion Policy.
9. No service-level warranty and limitation of responsibility
This document describes operational objectives and does not create a guaranteed uptime, response time, resolution time, service credit or other remedy unless a signed customer order expressly states otherwise.
CODINGTAILORS S.R.L. is not responsible for interruption or loss caused by customer connectivity, equipment or conduct; credentials or authorized accounts; third-party services; malware; improper use; failure to maintain independent backups; maintenance; force majeure; or circumstances outside the Provider's reasonable control.
All liability relating to availability, incidents, support, backups and recovery is subject to the exclusions, aggregate cap and mandatory-law exceptions in the Terms and Conditions.
10. Service evolution
TailorDrive is continuously developed.
Features, interface and service operation may evolve over time to improve the user experience.
11. Changes to this document
This SLA may be updated to reflect technical, operational or legal changes.
The updated version will be published on the website and in the TailorDrive application.