Last updated: January 2026
This page explains what you can expect from our service: how often it's available, how quickly we respond to issues, and what happens if something goes wrong.
Good for trying out and small projects. No binding availability target.
When the service matters to your business. Binding availability guarantee and fast support.
Enterprise tier: Need higher availability (99.9%+), custom SLA, or special requirements? Contact us to discuss your needs.
Availability means your service is reachable and functioning normally.
The following situations don't count against availability:
If we don't meet the promised availability, you receive a credit on your next invoice:
| Monthly Availability | Credit |
|---|---|
| 99,0% – 99,4% | 10% |
| 95,0% – 98,9% | 25% |
| < 95,0% | 50% |
Credit applies to the monthly service fee. Credits are applied automatically without request.
Response time means the time until you receive a first response from us (not necessarily a resolution).
| Severity | Free | Business |
|---|---|---|
| Critical Service completely down | 3-5 business days | 4 hours* |
| High Major functionality impaired | 3-5 business days | 8 hours* |
| Normal Minor issue or question | 3-5 business days | 24 hours* |
* Business days 9am-5pm (Finnish time)
We regularly maintain and update systems to keep them secure and functioning well.
On the Business tier, credits are applied automatically. If you believe a credit was missed, contact [email protected] within 30 days of the month end.
For questions about service levels and add-ons:
Email: [email protected]
Phone: +358 50 470 5765 (weekdays 9am-5pm)
Our service level definitions follow metric practices and terminology aligned with ISO/IEC 19086 standards.