Service Level Agreement (SLA)

This document defines availability targets, response times and service credits for paid MaxDesign SEO platform subscriptions.

1. Availability

The monthly availability target for the platform is 99.5% on all paid plans, measured monthly and excluding scheduled maintenance.

Scheduled maintenance is announced at least 48 hours in advance and performed outside business hours (21:00–06:00 CET), for up to 4 hours per month.

2. Incident severity

• P1 – Critical: platform unavailable or data loss. Response: 2 business hours.
• P2 – High: key functionality broken with no workaround. Response: 8 business hours.
• P3 – Medium: functionality broken but a workaround exists. Response: 2 business days.
• P4 – Low: question, suggestion or cosmetic issue. Response: 5 business days.

3. Support hours

Support is available on business days from 09:00 to 17:00 CET by email at office@maxdesign.rs. P1 reports are accepted every day.

4. Service credits

If monthly availability falls below the target, the customer is entitled to a credit against the next monthly invoice according to the following scale:

• Availability 99.0% – 99.5%: 10% of the monthly fee.
• Availability 95.0% – 98.9%: 25% of the monthly fee.
• Availability below 95.0%: 50% of the monthly fee.

5. Claiming a credit

Credit requests must be submitted within 30 days of the end of the affected month, describing the downtime periods. Service credits are the sole and exclusive remedy for failure to meet the availability target.

6. Exclusions

• Downtime caused by the customer or by third-party software the customer operates.
• Unavailability of external services (Google APIs, payment providers, AI providers) outside MaxDesign's control.
• Force majeure, including widespread internet outages and DDoS attacks.
• Any period during which subscription fees are overdue.

7. Backup and recovery

The database is backed up daily. The recovery time objective (RTO) is 8 hours and the recovery point objective (RPO) is 24 hours.