Service level agreement (SLA)

This SLA applies only where expressly incorporated into the offer or plan. Unless a guaranteed availability figure is stated there, the figures below are non-binding service targets. Enterprise commitments take precedence.

Standard service target: 99.0% monthly availability of the production core API and admin dashboard. A higher guarantee backed by service credits exists only where expressly agreed.

Availability = (total minutes in the calendar month − attributable downtime minutes) / total minutes × 100. Downtime exists where the core API or login is unavailable to the majority of users due to a fault attributable to Televora. Televora's server-side monitoring is authoritative; the customer may provide reliable contrary evidence.

Announced maintenance, customer-side systems or networks, third-party integrations, force majeure, internet/DNS failures outside Televora's control, attacks despite appropriate protective measures, permitted suspensions and beta or trial features are excluded.

Plannable maintenance is generally announced at least 48 hours in advance and performed outside normal business hours where possible. Security-critical emergency maintenance may take place at short notice. Televora keeps interruptions as short as reasonably possible.

• P1 critical: broad core-service outage/security incident; first-response target 4 business hours.
• P2 high: material impairment with limited workaround; 1 business day.
• P3 normal: other error/request; 2 business days.

Business hours are Monday to Friday, 09:00–17:00 Europe/Berlin, excluding public holidays in North Rhine-Westphalia. Response time is not resolution time.

Incidents must be reported to info@televora.de with the tenant, time, affected function, screenshots/logs and callback contact. The customer must claim an agreed service credit within 30 days after the end of the month. Credits are the exclusive SLA remedy but do not limit mandatory statutory rights or claims arising from intent or gross negligence.