Service Level Agreement (SLA)
This Service Level Agreement (the "SLA") defines the commitments relating to the availability, performance and support of the Fakturuj.si service, operated by Elite Digital Services, LLC (the "Provider"). This SLA forms an integral part of the 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.
- Outage – 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 point 3.
- Scheduled maintenance – a pre-announced maintenance period during which the service may be temporarily unavailable.
- Service credit – compensation for the User in the event of failure to meet availability commitments, applied in the form of credit towards future payments.
2. Availability commitment
2.1 Target availability
The Provider undertakes to maintain the monthly availability of the Fakturuj.si service at a minimum 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 using the following formula:
Availability (%) = ((Total minutes in month - Downtime minutes) / Total minutes in month) x 100
For a reference 30-day month:
- Total minutes: 43,200 (30 days x 24 hours x 60 minutes)
- Permitted downtime at 99.5% availability: 216 minutes (3 hours 36 minutes)
3. Downtime exceptions
The following situations are not counted towards the downtime calculation:
- Scheduled maintenance announced in accordance with point 4 of this SLA.
- Force majeure circumstances (natural disasters, armed conflicts, pandemics, government orders).
- Issues caused by User actions or their software.
- Outages of internet connectivity or DNS services outside the Provider's control.
- Issues with external third-party services (payment gateways, e-mail services).
- Outages on the part of the hosting infrastructure (DigitalOcean) that are outside the Provider's control.
- DDoS attacks or other security incidents requiring temporary restriction of the service.
- Beta features or experimental service features.
4. Scheduled maintenance
- Scheduled maintenance is carried out preferably between 02:00 and 05:00 UTC.
- The Provider will announce scheduled maintenance at least 48 hours in advance by e-mail and/or notification within the service.
- In the case of emergency maintenance (critical security patches), the notice period may be shortened, and the Provider will make every effort to inform Users as soon as possible.
- The Provider's target is not to exceed 4 hours of scheduled maintenance per calendar month.
5. Incident response times
The Provider undertakes to comply with the following response and resolution times according to the severity of the incident:
| Severity level | Description | Response time | Target resolution time |
|---|---|---|---|
| Critical | Service is completely unavailable for all Users | 1 hour | 4 hours |
| Major | Key features are non-functional (invoice generation, payments) | 4 hours | 24 hours |
| Minor | Partial functionality restriction, workaround exists | 1 working day | 5 working days |
| Low | Cosmetic defects, enhancement requests | 2 working days | Best effort |
6. Support channels
The Provider provides support through the following channels:
- E-mail support: [email protected] - available on working days Monday to Friday, 09:00 - 17:00 UTC.
When contacting support, please provide the following information for faster resolution:
- Description of the issue and steps to reproduce it
- Time of occurrence of the problem
- 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 monthly fee |
| 95.0% – 99.0% | 25% of monthly fee |
| Below 95.0% | 50% of monthly fee |
Conditions for claiming service credits:
- A service credit request must be submitted within 30 days of the end of the calendar month in which the outage occurred.
- Service credits constitute 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 target recovery time (RTO) in the event of a disaster is 4 hours.
- The target recovery point (RPO) is a maximum of 24 hours, meaning that in the event of restoration from a backup, data from the last 24 hours may be lost.
9. Reporting and transparency
- The Provider informs Users about ongoing incidents via e-mail or notification within the service.
- After resolution of 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. SLA changes
- The Provider reserves the right to amend this SLA with at least 30 days' notice.
- In the event of a material reduction in service levels, the User has the right to terminate the agreement without penalty at the end of the current billing period.
11. Contact
For 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 Terms and Conditions.
Last updated: March 2026