OPENLINKER SERVICE · SLA
A service level you can put in a contract.
An optional, contractual layer over a deployment: a staffed support window, guaranteed response times, availability, formal incident communication and escalation. Separate from hosting — buy it when a client needs contractual weight behind uptime.
SLA TIERS
SLA tiers
| Package | Service window | P1 response | P2 response | Availability |
|---|---|---|---|---|
| Basic | Mon–Fri, 09:00–17:00 CET/CEST (excl. Polish public holidays) | 2h | 4h | 99.0% |
| Standard | Daily, 08:00–22:00 (incl. public holidays) | 2h | 4h | 99.0% |
| Premium | 24/7 (incl. public holidays) | 2h | 4h | 99.5% |
Priced per covered environment. Response times are for the OpenLinker-managed environment and core. We don't publish an availability number we can't hold on our worst day — so no 99.9% here until the architecture and team can demonstrate it.
WHAT IT COVERS — AND WHAT IT DOESN'T
What it covers — and what it doesn't
On us
- OpenLinker-managed infrastructure failure
- OpenLinker core failure
- A defect in an assured official integration
Outside the SLA
- A third-party marketplace/API outage — we diagnose, communicate, escalate
- Agency-modified adapters
- Merchant configuration and workflow
- A storefront or ERP outside OpenLinker
When we miss, service credits apply against the affected OpenLinker fee — not your margin, and not cloud pass-through costs.
Let's set the SLA.
Tell us the availability and response the client needs, and we'll match a package.