Service Level Agreement

Last updated: 2026-09-16

1. Support Channel

Primary support channel: support@savien.io
Security contact: security@savien.io
Status information for ongoing incidents is communicated through the support channel and, where necessary, by email to affected customers.

DSA / legal reports: support@savien.io

2. Support Hours

Standard support: Monday to Friday, 09:00 to 17:00 CET/CEST, excluding public holidays at the provider's place of business.

Deviating support hours may be agreed individually.

3. Priority Levels

Target response means the first substantive reply, not necessarily a resolution.

Security and privacy incidents are assessed and communicated independently of these response targets under the applicable statutory and contractual obligations.

4. Availability

We do not commit to any specific availability during the pilot period.

savien runs on highly available infrastructure and we aim to keep the platform continuously available. However, we do not currently operate a contractually authoritative measurement of availability, nor a public status page. Without such a source, any percentage commitment would be unverifiable, and we therefore deliberately make none.

Accordingly:

• No guaranteed monthly availability rate applies.
• There are no service credits and no automatic refunds.
• There is no strict guarantee independent of fault.

The customer's statutory rights in the event of defective or non-performance remain unaffected; this clause does not exclude them.

Once a reliable measurement source and a status page are in production, we will publish a specific availability commitment — including measurement method, time zone, treatment of partial outages and legal consequences — as a new version of this annex. Until then, this section applies.

Individual availability commitments may be agreed separately in text form.

5. Maintenance

We carry out maintenance outside typical business hours where possible.

We normally announce planned maintenance with expected impact at least 48 hours in advance by email to the administrator address held in the account. Security-related emergency maintenance may be performed at any time without prior notice; in that case we inform customers without undue delay afterwards.

5.1 Incident Communication

Where we become aware of an incident that materially impairs productive use:

• we inform affected customers by email to the administrator address on file,
• we state the known scope and, where possible, an estimate of the duration,
• we keep affected customers updated until resolution,
• we explicitly confirm the resolution.

For incidents with material impact on customer data, we provide a summary of the cause and the measures taken on request. We do not currently operate a status page; communication takes place by email.

6. Backups and Recovery

Backups and recovery are governed by the Supabase/hosting configuration and the operations document. Production backup and restore are part of the operational process.

7. Customer Obligations in Support Cases

The customer shall provide sufficient information for support cases, in particular:

• affected users/company,
• time of occurrence,
• affected function,
• error message/screenshot,
• steps to reproduce,
• relevance/priority.

8. Version and Changes to This Annex

This annex forms part of the contract. The authoritative version is the one recorded at contract acceptance with document ID, version and content hash.

We notify proposed contractual amendments in text form at least 30 calendar days in advance. For existing contracts they take effect only with the customer's express consent. Without consent the previous version continues; silence or continued use is insufficient. Section 22 of the Terms applies accordingly.

All published versions remain accessible with version and date via the legal overview and can be downloaded there.