SLA — Service Level Agreement (Resio)
Annex to the Terms of Service for the Resio Service
Provider: VisionEdge s. r. o., Company ID (IČO): 51962161 · Version: 1.0 · Effective date: 21 June 2026
1. Subject matter and scope
1.1 This document defines the Provider's commitments regarding the availability of the Resio service, support, planned maintenance and backups.
1.2 The SLA applies to paid or hosted use of the Service within the scope of the selected plan (in particular the living register feature for signed-in Customers), where such use is agreed. The SLA does not apply to account-free, free use (one-off uploading of a template, validation and package generation) or to beta features.
2. Service availability
2.1 The Provider undertakes to ensure monthly availability of the Service at the level of 99.5% (the "Guaranteed Availability").
2.2 Availability is calculated per calendar month according to the formula:
Availability (%) = (Total time in month − Downtime) / Total time in month × 1002.3 Downtime is the period during which the Service is unavailable for reasons attributable to the Provider. Downtime does not include:
- planned maintenance notified under Art. 3,
- outages caused by force majeure,
- outages of third-party infrastructure or services beyond the Provider's control,
- outages caused by the conduct of the Customer or its Users,
- interruption of connectivity on the Customer's side.
3. Planned maintenance
3.1 The Provider carries out planned maintenance preferably during periods of low traffic (usually on business days after 22:00 or at weekends).
3.2 The Provider gives advance notice of planned maintenance expected to have a material impact on availability, usually at least 24 hours, in an appropriate manner (email or notice within the Service interface).
3.3 The Provider may carry out urgent security maintenance without prior notice where this is necessary to avert imminent harm.
4. Support
4.1 The Provider provides support by email at podpora@visionedge.sk during business hours business days 9:00 to 17:00.
4.2 Response times by severity (time to first response during business hours):
| Priority | Description | Target response |
|---|---|---|
| P1 — critical | The Service is unavailable or unusable for most users | within 4 hours |
| P2 — high | A substantial feature is seriously impaired, with no workaround | within 1 business day |
| P3 — normal | Partial limitation or a question; a workaround exists | within 2 business days |
| P4 — low | Minor matter, suggestion, usage question | within 5 business days |
4.3 Response time means the time to first response, not the time to resolution. The Provider handles requests with reasonable professional care.
5. Backup and recovery
5.1 The Provider performs regular encrypted backups of stored data daily (during the night) with a retention of 14 days. Backups concern data stored in the Account (the living register); they do not concern data processed transiently in account-free use.
5.2 Indicative recovery parameters: recovery point (RPO) up to 24 hours, recovery time (RTO) up to 24 hours, depending on the scope of the incident.
5.3 The Provider's backups do not replace the Customer's own records and exports.
6. Remedy for failure to meet availability
6.1 The Provider does not provide financial service credits. In the event of failure to meet the Guaranteed Availability, the Provider is obliged to address the incident without delay and as a priority and to take measures to restore operation.
6.2 In the event of repeated or prolonged serious failure to meet the Guaranteed Availability, the Customer has the right to terminate the agreement in accordance with the Terms.
7. Exclusions and reporting
7.1 The SLA does not apply to account-free, free use or to beta features.
7.2 The Customer reports incidents without delay to the support contact, with a description of the problem sufficient to identify it.
This SLA is part of the agreement and is interpreted together with the Terms of Service for the Resio Service.