Service level agreement
This service level agreement (SLA) describes our operational targets for uptime and support on the dezky platform and how we stay transparent about operations. It forms an annex to the terms of service. Contractually binding service levels with service credits are part of Enterprise agreements.
1. Scope
This SLA applies to paid production subscriptions to dezky. Free trials and modules marked "coming soon" or beta are not covered.
2. Definitions
"Uptime" is the percentage of a calendar month during which the platform's core services (mail, drive, calendar, video, chat and sign-in) are available.
"Downtime" is continuous periods during which the core services are unavailable due to factors we are responsible for. Monthly uptime is calculated as (total minutes − downtime) / total minutes.
3. Uptime target
We operate dezky toward a target of 99% monthly uptime — equivalent to at most roughly 7 hours of downtime per month. We measure uptime via our monitoring and are open about it on the status page.
4. Exclusions
The following does not count as downtime: planned maintenance announced in advance; emergency security maintenance; force majeure and events outside our reasonable control; issues in the customer's own equipment, network or configuration; third-party services outside our operation; and suspension resulting from the customer's breach of the terms.
5. Planned maintenance
Planned maintenance is announced at least 48 hours in advance and scheduled outside normal Danish business hours where possible. We aim to keep it under two hours per month.
6. Support
Support is provided in Danish and English by email on all business days. Higher subscriptions get prioritised channels and faster responses. The response times below are targets for our first reply — not for final resolution.
7. Enterprise SLA
If you need contractually binding service levels — with guaranteed uptime, service credits and committed response times — we offer a formal SLA as part of an Enterprise agreement. Contact us and we'll tailor it to your needs.
8. Status page
Current operational status and history are available on the status page, where we also announce planned maintenance and ongoing incidents.
9. Changes
We may update this SLA. Material changes are announced with reasonable notice on this page or by email.
Support response times
Contact
Questions about this SLA or an Enterprise agreement with a contractual SLA: legal@dezky.eu.