Service Level Agreement (SLA)
This Service Level Agreement (hereinafter referred to as "SLA") defines the commitments regarding availability, performance and support of the Fakturuj.si service, operated by Elite Digital Services, LLC (hereinafter referred to as "Provider"). This SLA is an integral part of the General Terms and Conditions and applies to all paying Users of the service.
1. Definitions
- Monthly availability – the percentage of time in a calendar month during which the Fakturuj.si service is functional and accessible to Users.
- Downtime – a period during which the service is unavailable or non-functional for the majority of Users due to reasons on the Provider's side, excluding scheduled maintenance and exceptions defined in section 3.
- Scheduled maintenance – a pre-announced maintenance period during which the service may be temporarily unavailable.
- Service credit – compensation for the User in case of failure to meet availability commitments, applied as a credit towards future payments.
2. Availability commitment
2.1 Target availability
The Provider commits to maintaining a monthly availability of the Fakturuj.si service at a minimum level of 99.5 %. This commitment covers the following service components:
- Web interface of the service (login, invoice management, settings)
- API interface (programmatic access to the service)
- Generating and sending invoices
- Data export (PDF, CSV and other formats)
2.2 Availability calculation
Monthly availability is calculated according to the following formula:
Availability (%) = ((Total minutes in the month - Downtime minutes) / Total minutes in the month) x 100
For a reference 30-day month:
- Total minutes: 43,200 (30 days x 24 hours x 60 minutes)
- Allowed downtime at 99.5 % availability: 216 minutes (3 hours 36 minutes)
3. Downtime exceptions
The following situations are not included in the downtime calculation:
- Scheduled maintenance announced in accordance with section 4 of this SLA.
- Force majeure circumstances (natural disasters, armed conflicts, pandemics, government regulations).
- Issues caused by the User's actions or software.
- Internet connection or DNS service outages outside the Provider's control.
- Issues with third-party external services (payment gateways, email services).
- Outages on the hosting infrastructure side that are outside the Provider's control.
- DDoS attacks or other security incidents requiring temporary service restrictions.
- Beta features or experimental service functionality.
4. Scheduled maintenance
- Scheduled maintenance is preferably performed between 2:00 AM and 5:00 AM UTC.
- The Provider will announce scheduled maintenance at least 48 hours in advance via email and/or in-service notification.
- In the case of emergency maintenance (critical security patches), the notice period may be shortened, with the Provider making every effort to inform Users as soon as possible.
- The Provider's goal is not to exceed 4 hours of scheduled maintenance per calendar month.
5. Incident response times
The Provider commits to the following response and resolution times based on incident severity:
| Severity level | Description | Response time | Target resolution time |
|---|---|---|---|
| Critical | Service is completely unavailable for all Users | 1 hour | 4 hours |
| Major | Key functions are non-functional (invoice generation, payments) | 4 hours | 24 hours |
| Minor | Partial functionality limitation, workaround exists | 1 business day | 5 business days |
| Low | Cosmetic bugs, improvement requests | 2 business days | Best effort |
6. Support channels
The Provider provides support through the following channels:
- Email support: [email protected] - available on business days Monday to Friday, 9:00 AM - 5:00 PM UTC.
When contacting support, please provide the following information for faster resolution:
- Description of the issue and steps to reproduce it
- Timestamp of the issue occurrence
- Screenshots or error messages (if available)
- Browser and operating system used
7. Service credits
In the event of failure to meet the monthly availability commitment, the User is entitled to service credits according to the following table:
| Monthly availability | Service credit |
|---|---|
| 99.0 % – 99.5 % | 10 % of the monthly fee |
| 95.0 % – 99.0 % | 25 % of the monthly fee |
| Less than 95.0 % | 50 % of the monthly fee |
Conditions for claiming service credits:
- A service credit request must be submitted within 30 days from the end of the calendar month in which the downtime occurred.
- Service credits represent the sole and exclusive remedy for failure to meet availability commitments.
- The maximum amount of service credits per calendar month shall not exceed 50 % of the monthly service fee.
8. Data backup and recovery
- The Provider performs daily backups of all User data.
- Backups are retained for 30 days.
- The recovery time objective (RTO) in case of a disaster is 4 hours.
- The recovery point objective (RPO) is a maximum of 24 hours, meaning that in case of recovery from a backup, data from the last 24 hours at most may be lost.
9. Reporting and transparency
- The Provider informs Users about ongoing incidents via email or in-service notification.
- After resolving major incidents (Critical and Major), the Provider will prepare a post-mortem report containing the cause of the incident, measures taken and steps to prevent recurrence.
10. Changes to the SLA
- The Provider reserves the right to modify this SLA with at least 30 days' prior notice.
- In the event of a significant reduction in service levels, the User has the right to terminate the agreement without penalties at the end of the current billing period.
11. Contact
If you have any questions regarding this SLA, please contact us:
Elite Digital Services, LLC
Headquarters: 1111B S Governors Ave #21653, Dover, DE 19904, USA
E-mail: [email protected]
Web: www.fakturuj.si
9. Governing law
This Service Level Agreement is governed by the laws of the State of Delaware, USA, and forms an integral part of the General Terms and Conditions.
Last updated: April 2026