Service Level Agreement
Last updated: 14 November 2026
Part of every Maridex contract with business customers, together with the Order Form. You can print this page or save it as a PDF.
Version 1.0 · valid from 14 November 2026
1. Subject
This Service Level Agreement ("SLA") sets out the availability of the Customer's system, bitova's response times and the service credits if they are not met. It applies from the beginning of the paid subscription. It does not apply during the Trial.
2. Availability
2.1 Commitment. bitova makes the Customer's system available at 99.5 % per calendar month ("Target Availability").
2.2 What is measured. The system is available when its server answers authenticated requests from the dashboard and from the onboard workstations at its web address. bitova measures availability every minute from outside its data centre. Each minute without a correct answer counts as unavailable.
2.3 Calculation.
Availability (%) = (minutes in the month − excluded minutes − unavailable minutes) ÷ (minutes in the month − excluded minutes) × 100
2.4 Excluded minutes. The following do not count as unavailable:
- Regular maintenance daily between 04:00 and 05:00 Central European Time (automatic installation of security updates and restart);
- Planned maintenance announced at least five business days in advance, at most eight hours per month, preferably on weekends;
- Emergency maintenance to close a critical security vulnerability, announced as soon as possible;
- Outside bitova's control:
- disruptions on the internet outside bitova's network and that of its data centre;
- force majeure (section 19 of the Terms);
- Caused by the Customer:
- disruptions caused by the Customer or its Users, in particular through breach of section 8 of the Terms;
- suspension under section 13 of the Terms;
- Third-party services: the Customer's identity provider and the AI service, which is listed in the Data Processing Agreement.
2.5 Reading and searching documents on board does not depend on the system. It is not part of the availability measurement.
3. Support and response times
3.1 The Customer reports incidents by email to info@maridex.app. For incidents of severity 1, the subject line starts with "Severity 1".
3.2 Severity levels and response times (business hours according to the Service Description):
| Severity | Description | Response time |
|---|---|---|
| 1 – Critical | The system is unavailable, or there is a security incident affecting Customer Data | 4 business hours |
| 2 – High | An important function is impaired with no reasonable workaround (for example, uploading, updates on board, sign-in) | 1 business day |
| 3 – Normal | Other defects, or a function impaired with a reasonable workaround | 3 business days |
| 4 – Question | Questions on use, requests for changes | 5 business days |
3.3 The response time is the time between the receipt of the report and bitova's first qualified answer from a person who works on the incident. bitova keeps the Customer informed about incidents of severity 1 and 2 until they are resolved.
3.4 bitova monitors the system around the clock. It starts working on failures it detects itself, regardless of a report.
4. Recovery
| Recovery point objective (maximum data loss in a disaster) | 24 hours for the database; documents are kept in versioned storage |
| Recovery time objective (restoring the system after the loss of the server) | 1 business day |
5. Service credits
5.1 If the availability in a calendar month falls below the Target Availability, the Customer receives a credit on the monthly fee for that month:
| Availability in the month | Credit |
|---|---|
| below 99.5 % | 5 % |
| below 99.0 % | 10 % |
| below 98.0 % | 20 % |
| below 95.0 % | 30 % |
5.2 bitova applies the credit automatically to the next invoice. If the Agreement ends, bitova pays out the credit.
5.3 Credits are offset against a reduction of the fees for the same month (section 14.3 of the Terms). Other rights of the Customer, in particular to damages and to terminate for good cause, remain unaffected.
6. Reports and status
6.1 On request, bitova provides a monthly report on availability and on incidents of severity 1 and 2.
6.2 bitova informs the Customer by email about planned maintenance and about disruptions.