Service Level Agreement
Effective Date: 8 August 2026 | Version 1.1
1. Overview
This Service Level Agreement (SLA) describes the service availability, performance commitments, and support levels provided by AUTRADY EOOD ("Telmetra") to paying customers. This SLA applies only to paid subscription plans and does not apply to free trials or beta features.
2. Service Availability
2.1 Uptime Commitment
Telmetra commits to maintaining 99.5% monthly uptime for the following core services:
- Web Console authentication and dashboard access
- Relay server connectivity for host-to-console communication
- Remote desktop session functionality
- Telemetry collection and storage
- API endpoints
2.2 Uptime Calculation
Monthly Uptime Percentage = (Total Minutes in Month - Downtime Minutes) / Total Minutes in Month × 100
Example: In a 30-day month (43,200 minutes), 99.5% uptime allows for up to 216 minutes (3.6 hours) of downtime.
2.3 Exclusions from Downtime
The following do NOT count as downtime:
- Scheduled Maintenance: Announced at least 48 hours in advance
- Emergency Maintenance: Critical security updates
- Customer-Side Issues: Local network problems, ISP outages, customer infrastructure
- Third-Party Services: payment-processing providers, DNS providers, and other dependencies outside Telmetra's reasonable control
- Force Majeure: Natural disasters, war, terrorism, acts of God
- Beta Features: Features explicitly marked as beta or experimental
- Free Tier: Accounts on free trial or promotional plans
- Abuse or Violation: Service disruption due to AUP violations
3. Scheduled Maintenance
3.1 Maintenance Window
- Frequency: Weekly (as needed)
- Day: Sunday
- Time: 02:00 - 04:00 UTC
- Duration: Maximum 2 hours
3.2 Notification
- Email notification sent 48 hours before scheduled maintenance
- Status page updated: status.telmetra.com (if available)
- In-app notification banner displayed
4. Performance Targets
4.1 Remote Desktop Session Performance
| Metric |
Target |
| Session Connection Time |
< 5 seconds (90th percentile) |
| Screen Latency |
< 200ms (normal network conditions) |
| Input Responsiveness |
< 100ms (keyboard/mouse) |
4.2 Telemetry Collection
| Metric |
Target |
| Data Collection Interval |
Every 60 seconds (configurable) |
| Data Display Latency |
< 5 minutes from collection to dashboard |
| Alert Trigger Time |
< 2 minutes from threshold breach |
4.3 API Performance
- Response Time: < 500ms for 95% of API requests
- Rate Limits: 1000 requests per hour per organization
- Availability: 99.5% monthly uptime
5. Support Services
5.1 Incident Severity Levels
| Severity |
Description |
Response Time |
Resolution Target |
| Critical |
Complete service outage, data loss, security breach |
2 hours |
8 business hours |
| High |
Major functionality impaired, affects multiple users |
4 hours |
24 business hours |
| Medium |
Partial functionality impaired, workaround available |
24 hours |
5 business days |
| Low |
Minor issue, feature request, general inquiry |
Best effort |
Best effort |
5.2 Support Channels
- Email: [email protected] (Primary)
- Web Console: In-app support ticket system
- Hours: Monday-Friday, 09:00-17:00 EET (Bulgarian time)
- Emergency: Critical incidents monitored 24/7
5.3 Support Scope
Included:
- Telmetra platform functionality and features
- Installation and configuration assistance
- Bug reports and troubleshooting
- Performance issues
- Account and billing inquiries
Excluded (Professional Services - Additional Cost):
- Custom development or integrations
- Third-party software support (Windows, drivers, etc.)
- Network infrastructure troubleshooting
- On-site support
- Training and consulting
6. SLA Credits and Remedies
6.1 Credit Calculation
If monthly uptime falls below 99.5%, customers are entitled to service credits:
| Monthly Uptime Achieved |
Service Credit |
| 99.0% - 99.49% |
5% of monthly fee |
| 98.0% - 98.99% |
10% of monthly fee |
| 95.0% - 97.99% |
25% of monthly fee |
| < 95.0% |
50% of monthly fee |
6.2 Maximum Credit
- Maximum credit per month: 50% of monthly subscription fee
- Credits applied to next month's invoice (not cash refunds)
- Credits expire after 12 months
6.3 Claiming Credits
To claim SLA credits:
- Submit claim within 30 days of the month in question
- Email: [email protected]
- Include: Account details, dates/times of downtime, impact description
- We will investigate and respond within 15 business days
6.4 Sole Remedy
IMPORTANT: SLA credits are your SOLE and EXCLUSIVE remedy for service availability issues. No other compensation, refunds, or damages shall be provided.
7. Monitoring and Reporting
7.1 Service Status
- Real-time status available at: status.telmetra.com (when implemented)
- Incident history and postmortems published
- Uptime statistics reported monthly
7.2 Customer Monitoring
Customers are encouraged to:
- Monitor their own systems using Telmetra's built-in monitoring
- Set up alerts for critical issues
- Report suspected outages promptly to [email protected]
8. Data Protection and Security
8.1 Data Backup
- Backup and recovery practices are operated according to the applicable environment and may change over time.
- Customers remain responsible for exporting data they need to retain independently.
8.2 Data Recovery
- Recovery Time Objective (RTO): 4 hours for critical services
- Recovery Point Objective (RPO): 24 hours (last backup)
8.3 Security Incidents
- Security breaches reported within 72 hours (GDPR compliance)
- Incident investigation and remediation conducted
- Affected customers notified directly
9. Changes to This SLA
Telmetra reserves the right to modify this SLA with:
- Notice: 30 days advance notice via email
- Effective Date: Clearly specified in update notification
- Material Changes: Customers may cancel if changes reduce service levels
10. Limitations and Disclaimers
10.1 Best Efforts
WHILE WE STRIVE FOR 99.5% UPTIME, NO SERVICE CAN GUARANTEE 100% AVAILABILITY. THIS SLA REPRESENTS OUR BEST EFFORTS AND IS SUBJECT TO THE EXCLUSIONS LISTED.
10.2 No Guarantee for Free Tier
Free trial accounts and promotional plans are provided AS-IS without SLA guarantees.
10.3 Beta Features
Features marked as "Beta," "Alpha," "Preview," or "Experimental" are excluded from this SLA.
10.4 Third-Party Dependencies
Telmetra is not responsible for:
- Internet connectivity issues
- DNS provider outages
- Payment-processing provider availability
- Customer's local network or infrastructure
- Operating system or driver issues on monitored computers
11. Contact Information
Legal Entity: AUTRADY EOOD (UIC: 206828616)
Location: Varna, Bulgaria
Support: [email protected]
Billing/SLA Claims: [email protected]