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Service Level Agreement (SLA)

Version: 1.0
Effective date: 16 July 2026
Last updated: 16 July 2026

1. Introduction

This Service Level Agreement (hereinafter "SLA") describes the commitments of VORA s. r. o. (hereinafter "VORA") regarding availability, performance, and support for the VORA Lead Engine service (hereinafter "Service") toward the Client.

The SLA forms part of the Terms of Service (ToS) and constitutes an integral annex thereto.

2. Scope of availability

2.1. Best-effort availability

VORA undertakes to provide the Service on a best-effort basis at the usual quality for online SaaS services. VORA does not guarantee a specific percentage uptime (e.g. 99.5 % or 99.9 %) in this version of the SLA.

Rationale: VORA is a startup with a small team and cannot provide the 24/7 on-call response needed for binding uptime guarantees. VORA nevertheless continuously invests in infrastructure (Cloudflare, Supabase, redundancy) to maximize actual availability.

2.2. Expected availability

Based on the infrastructure setup (Cloudflare Workers + Supabase EU + Stripe), VORA expects availability in the range of 99–99.9 % monthly, but does not declare this as a commitment.

3. Planned maintenance

3.1. VORA reserves the right to perform planned maintenance that may temporarily interrupt Service availability.

3.2. VORA will inform Clients of planned maintenance by email or in-app notification:

  • Minor changes (< 10 minutes): no notice
  • Standard maintenance (10 min – 2 h): 48 h in advance
  • Extended maintenance (> 2 h): 7 days in advance

3.3. Planned maintenance is typically performed on Sunday 02:00–06:00 CET when Service load is lowest.

3.4. Planned maintenance time is not counted in any calculation of downtime for refund purposes under ToS Art. 8.3.

4. Unplanned outages

4.1. In case of an unplanned outage, VORA undertakes to:

  • Within 15 minutes: internal detection via monitoring (Cloudflare Analytics + Supabase Dashboard)
  • Within 30 minutes: begin resolution
  • Within 4 hours: restore operations (during business days 08:00–18:00 CET)
  • Within 12 hours: restore operations (outside business days / hours)
  • Within 24 hours: post-mortem notification on Status Page or email

4.2. VORA cannot guarantee these times for outages on the side of external sub-processors (Cloudflare, Supabase, Stripe, Google, Microsoft) — in such case VORA waits for the sub-processor to restore and informs Clients about progress.

5. Outage compensation

5.1. In case of a demonstrable Service outage attributable to VORA (not external sub-processors or planned maintenance) lasting continuously for more than 48 hours in one calendar month, the Client is entitled to request a credit in an amount proportional to the monthly Subscription.

5.2. The credit is applied to the Client's next monthly Subscription (not paid out financially).

5.3. The Client must submit the credit request within 30 days of the outage to info@vora.sk with specification of the exact time and scope of the outage.

5.4. VORA reserves the right to verify the eligibility of the request and decide within 15 business days.

5.5. Compensation is the Client's sole and exclusive remedy for outages — VORA is not liable for lost profits, lost contracts, or other damage caused by an outage.

6. Technical support

6.1. Support channels

  • Support tickets — via Settings → Support in the Client's Account
  • Email — support@vora.sk
  • Priority channel (Business tier only) — separate email channel with priority response

6.2. Response time

TierFirst responseResolution (typical case)
Starterwithin 24 h (business days)within 5 business days
Prowithin 12 h (business days)within 3 business days
Businesswithin 4 h (24/7)within 1 business day

6.3. These response times are best-effort and non-binding. VORA endeavors to meet them but does not guarantee them.

6.4. Ticket priority

VORA classifies tickets by priority:

  • P0 — Critical (Service unavailable for all): immediate resolution
  • P1 — High (Key function failing for multiple Clients): resolution within 24 h
  • P2 — Medium (One function not working, workaround exists): resolution within 5 days
  • P3 — Low (Cosmetic / feature request): non-priority resolution

7. Backups

7.1. VORA databases are backed up daily via the Supabase automated backup system.

7.2. Backup retention: 30 days.

7.3. In case of data loss on VORA's side, VORA undertakes to restore data from the most recent backup within 4 hours of problem detection.

7.4. VORA recommends Clients perform their own regular export of key data via Settings → Export CSV, as restore from backups is not always available.

8. Changes to the SLA

8.1. VORA reserves the right to change this SLA. Significant changes will be communicated by email at least 30 days in advance.

8.2. If the Client does not agree with the new version, they may terminate the Subscription under ToS Art. 7.

9. Contact

On behalf of VORA s. r. o.:
Adam Halász
managing director
Nové Zámky, 16 July 2026

By accepting the Terms of Service, the Client also accepts this SLA.