Service Level Agreement
Our uptime commitment, incident priority levels, response targets, and the service-credit remedy.
Last updated: 2026-05-16
This page sets out the operational service-level commitments for the Integrora platform. It supplements Annex 3 of the Subscription Agreement, which contains the legally binding service-credit mechanism.
1. Uptime commitment
We will use commercially reasonable efforts to maintain a 99.9% monthly availability for the platform, measured per calendar month and excluding the exclusions listed below.
2. Incident priority and response targets
| Priority | Definition | Target acknowledgement | Target resolution |
|---|---|---|---|
| Critical | The platform is unavailable, or core data is inaccessible, for all of your users. | 30 minutes (24×7) | 4 hours (best effort) |
| High | A core workflow (invoicing, timesheets, payroll) is unusable for many users, but a workaround exists. | 2 hours (business hours) | 1 business day |
| Medium | Non-core feature unavailable or significantly degraded. | 1 business day | 5 business days |
| Low | Cosmetic issue, minor feature, single-user impact. | 3 business days | Next release |
Resolution times are targets. If an incident cannot be resolved within the target due to objective technical constraints, we will deliver a written Plan with a revised resolution date and progress reports, as set out in Annex 3 §3 of the Subscription Agreement.
3. Support channels and hours
- Email: support@integrora.com (all priorities)
- In-app chat: Professional and Enterprise tiers
- Phone: Enterprise tier
- Business hours: Monday–Friday, 09:00–17:00 EET, excluding Lithuanian public holidays
- 24×7 on-call: Critical incidents on Enterprise tier
4. Service credits
Service credits are the customer's sole and exclusive remedy for availability shortfalls and are calculated as follows:
| Monthly uptime | Service credit |
|---|---|
| Below 99.9% but ≥ 99.0% | 10% of monthly subscription |
| Below 99.0% but ≥ 95.0% | 25% of monthly subscription |
| Below 95.0% | 50% of monthly subscription |
The maximum credit in any single calendar month is one (1) monthly subscription fee. To claim a credit, you must notify us within 24 hours of the incident at support@integrora.com.
5. Exclusions
The following events do not count toward unavailability:
- Scheduled maintenance announced at least 48 hours in advance.
- Third-party outages (DNS, infrastructure providers, internet transit, authentication providers) we cannot reasonably control.
- Force majeure events.
- Customer or end-user error, including misuse of the platform.
- Service suspension under the Subscription Agreement.
6. Status page
Real-time platform status and historical uptime metrics are published at https://status.integrora.com.
Changes to this policy
We may update this Service Level Agreement in line with our Change Policy. The 99.9% uptime commitment in the Subscription Agreement cannot be reduced without your written consent.
Contact
Service incidents: support@integrora.com · Account questions: support@integrora.com