Service Level Agreement (SLA)

§1 Parties to the Agreement

This SLA is entered into between:

Service Provider: Smartx Technologies Ltd, registered in Cardiff, 7 Ty Nant Court, CF15 8LW, UK, VAT ID: GB440116444, registered in Companies House, Company number 12964587
and
Client - the legal entity or individual who has purchased hosting services from the Service Provider

§2 Scope of the Agreement

1. This Agreement defines the service level for hosting services provided by the Service Provider to the Customer.
2. Hosting services include the provision of server resources for storing and delivering web content, email services, databases, etc., in accordance with the service package selected by the Customer.

§3 Response Time and Incident Handling

1. The Service Provider shall take action to resolve reported issues within no more than 48 business hours from the moment of notification by the Customer.
2. Incidents may be reported via email (office@smartxtechnologies.com) or through the Customer’s control panel.
3. "Response time" is defined as the period from receiving the report until the first corrective actions are taken.
4. Incidents are accepted on business days (Monday–Friday) between 8:00 AM and 4:00 PM.

§4 Service Availability Guarantee (Uptime)

1. 1. The Service Provider guarantees a minimum 98% monthly uptime for hosting services.
2. 2. The following are excluded from downtime calculations:
   1. Scheduled maintenance (with prior notice to the Customer),
   2. Force majeure events,
   3. Errors or actions caused by the Customer or third parties.

§5 Liability and Compensation

1. If the guaranteed service availability is not met, the Customer is entitled to compensation in the form of a proportional extension of the service period.
2. The total compensation shall not exceed 100% of the monthly service fee.

§6 Final Provisions

1. This SLA constitutes an integral part of the main hosting services agreement.
2. The Agreement remains in effect for the duration of the hosting services.
3. Any matters not regulated herein shall be governed by English law (or Polish law, if jurisdiction remains in Poland).
4. Any amendments to this Agreement must be made in writing to be valid.
5. By purchasing any product or service offered by the Service Provider, the Customer agrees to be bound by this Service Level Agreement (SLA) between the Service Provider and the Customer, hereinafter collectively referred to as the "Parties".