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Service Level Agreement

concluded pursuant to Section 269(2) et seq. of Act No. 513/1991 Coll., the Commercial Code, as amended, and Section 65 et seq. of Act No. 185/2015 Coll., the Copyright Act, as amended

(hereinafter referred to as the “Service Level Agreement” or the “SLA”)

Introductory Provisions

  1. This document document sets out the service level parameters (Service Level Agreement – “SLA“) for the Tazilla cloud service provided in the form of Software as a Service (SaaS).
  2. The SLA defines the level of Service availability, support and incident resolution, security, and operational processes related to maintenance and updates of the application, which the Provider undertakes to ensure for the Customer.

Definitions

  • Tazilla Service – a cloud-based application for cybersecurity managers provided as SaaS.
  • Service Availability – the percentage of time during which the Service is available to the Customer.
  • Incident – any event that disrupts or limits the functionality of the Service.
  • Incident Resolution Time – the time period from reporting the Incident to the Provider until its resolution or the provision of an alternative solution.
  • Operational Availability – the actual time during which the Service is functional and available to Customers, taking into account exclusions such as planned maintenance and force majeure events.
  • Planned Maintenance – regular service interventions performed by the Provider, of which the Customer is informed in advance.
  • Unplanned Maintenance – urgent interventions required to eliminate critical errors that may cause service outages.
  • Force Majeure – extraordinary, unforeseeable, and unavoidable events arising independently of the Provider’s will and which could not have been prevented even with the exercise of reasonable efforts.

Service availability

  1. The target indicative availability of the Service is 97% per month.
  2. The calculation of availability is based on the total number of minutes in the given calendar month: Availability (%) = (Total Time − Downtime) / Total Time × 100
  3. Availability exclusions – The following shall not be included in service downtime calculations:
    • Planned Maintenance (announced at least 48 hours in advance).
    • Outages caused by Force Majeure events.
    • Incidents caused by the Customer (incorrect use of the Service).

Support and Incident Resolution

  1. Support Operating Hours:
    • Standard support (including critical incidents): business days from 08:00 to 16:00 CET.
  2. Incident categorization and response times:
Incident CategoryDescriptionResponse Time (max.)Resolution Time
P1 – CriticalComplete service outage, service unavailable to all users24 hours3 days
P2 – HighPartial unavailability of key functionalities48 hours7 days
P3 – MediumMinor errors not limiting operation48 hours14 days
P4 – LowRequests for changes or improvements72 hoursAs agreed

Incident Reporting and Technical Support

  1. Incidents may be reported via e-mail at: support@tazilla.com or Tazilla Support Forum: https://forum.tazilla.com.
  2. An error report must contain a description of the issue so that it can be effectively assessed and resolved. The Provider shall accept the report and proceed in accordance with the severity levels and response times specified in this SLA.
  3. For the purposes of this SLA, the reporting of an error pursuant to the General Terms and Conditions shall be deemed to constitute the reporting of an Incident.
  4. Upon receipt of an Incident report, the Provider shall assess the Incident, assign it to the appropriate severity category (P1–P4), and provide response and support in accordance with this SLA.

Security and Data Protection

  1. Security Measures:
    • Data encryption in transit (TLS 1.3).
    • Regular security audits and penetration tests.
    • Role-Based Access Control (RBAC).
    • Real-time database redundancy.
    • Azure storage uses transparent data-at-rest encryption with AES-256, with key management provided exclusively by Azure.
  2. Data Retention and Backup:
    • Daily backups retained for 30 days.
  3. GDPR Arrangements:
    • The Customer remains the owner of its data and the Controller of personal data processed by the Provider on its behalf.
    • The Provider undertakes to process personal data in compliance with the GDPR Regulation.
    • Tazilla technicians are bound by a confidentiality agreement governing obligations and expected conduct with regard to information protection.
    • Certain services may be provided through third parties who undertake to comply with the same security standards and GDPR requirements as the Provider.

Planned Maintenance and Updates

  1. Planned outages are performed during periods of low operational load (typically at night between 00:00 and 06:00 CET).
  2. Notification of planned maintenance shall be provided at least 48 hours in advance via the website www.tazilla.com and directly within the Tazilla application.
  3. The maximum duration of a single planned outage is 3 hours, unless stated otherwise.
  4. Unplanned maintenance shall be performed only in necessary cases, and the Provider undertakes to minimize its impact on service operation. Where possible, the Customer shall be informed of unplanned maintenance as soon as practicable via the application or the website www.tazilla.com.

Final Provisions

This Service Level Agreement forms an integral part of the General Terms and Conditions and is governed by them.