Service Levels

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.

Service Tiers

Free

€0

Good for trying out and small projects. No binding availability target.

•Availability target: ~95% (non-binding)
•Support: Email, response within 3-5 business days
•Maintenance windows: Announced in advance when possible
•No backups included (your responsibility)

Basic

from €35/mo

Basic support is intended for non-business-critical services where short service interruptions are acceptable and do not require immediate response. The service operates during regular business hours on weekdays. This tier emphasizes stability and cost efficiency.

✓Availability guarantee: 98,5%(max ~10,8h/month)
✓Support: Email + phone, response within 3 business days (Mon-Tue-Wed-Thu-Fri 09:00-17:00)
✓Critical issues: 8 hours

Plus

from €180/mo

Extended support is suitable for active digital services with ongoing user traffic, where incidents may impact user experience or business operations. This tier includes faster response times, expanded monitoring, and higher priority handling within support processes.

✓Availability guarantee: 99,2%(max ~5,8h/month)
✓Support: Email + phone, response within 1 business days (Mon-Tue-Wed-Thu-Fri 09:00-17:00)
✓Critical issues: 4 hours

Priority

from €550/mo

Critical support is intended for services where outages or severe incidents pose a significant business, reputational, or financial risk. This tier provides priority handling, the fastest response times, and, when required, an on-call support model.

✓Availability guarantee: 99,7%(max ~2,2h/month)
✓Support: Email + phone, response within 1 business days (Mon-Tue-Wed-Thu-Fri 09:00-17:00)
✓Critical issues: 2 hours

Enterprise tier: Need higher availability (99.9%+), custom SLA, or special requirements? Contact us to discuss your needs.

How We Measure Availability

Availability means your service is reachable and functioning normally.

•We measure service availability with automated checks every 1 minute
•We use external monitoring for independent measurements
•Availability percentage is calculated monthly

What's NOT Counted as Downtime?

The following situations don't count against availability:

•Pre-announced maintenance windows
•Issues caused by changes you made
•Internet connectivity issues between you and the data center
•Force majeure events

Support Response Times

Response time means the time until you receive a first response from us (not necessarily a resolution).

Severity	Free	Basic	Plus	Priority
Critical (P1) Service completely down	3-5 business days	8 hours*	4 hours*	2 hours*
High (P2) Major functionality impaired	3-5 business days	1 business days*	8 hours*	4 hours*
Normal (P3) Minor issue or question	3-5 business days	3 business days*	1 business days*	1 business days*
Low (P4) Feature requests	3-5 business days	5 business days*	3 business days*	3 business days*

* Mon-Tue-Wed-Thu-Fri 09:00-17:00 (Europe/Helsinki)

Maintenance & Updates

We regularly maintain and update systems to keep them secure and functioning well.

•Scheduled maintenance: We notify at least 72 hours (paid tiers) or 24 hours (Free) in advance via email.
•Emergency maintenance: Critical security updates may be applied without advance notice.
•Maintenance window: We aim to perform maintenance on weekday nights 2am-6am (Finnish time) to minimize impact.

Requesting Credits

On paid tiers, credits are applied automatically. If you believe a credit was missed, contact [email protected] within 30 days of the month end.

Questions?

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.