Service Level Agreement (SLA)
Effective: April 2026
NLTS Global Analytics s.r.o., Malá 43/6, 301 00 Pilsen, CZ (hereinafter “Provider”)
§ 1 Scope
This Service Level Agreement applies to all paid usage of the forensicprivacy.io service. Free Light Scans are provided on a best-effort basis and are not covered by SLA guarantees.
§ 2 Availability
(1) The Provider targets an availability of 99.5 % on a monthly basis.
(2) Calculation: (Total minutes − Downtime minutes) / Total minutes × 100.
(3) Scheduled maintenance windows (max. 4 hours per month) are excluded from the availability calculation. Maintenance windows: Tuesday and Thursday, 02:00–06:00 UTC.
§ 3 Scan Processing Times
| Scan Type | Max. Processing Time |
|---|---|
| Light-Scan | 60 seconds |
| Basic-Scan | 3 minutes |
| Deep-Scan | 10 minutes |
| Dark-Pattern-Analysis | 15 minutes |
| AI-Expert Report | 5 minutes (additional) |
| Batch-API | 30 minutes per 100 domains |
§ 4 Support
(1) Email support: [email protected]
(2) Standard response time: 24 hours (business days).
(3) Response time for authorities / enterprise: 4 hours (business days).
(4) Critical incidents (total outage): 2 hours.
§ 5 Escalation Path
| Level | Contact |
|---|---|
| Level 1 | Email Support |
| Level 2 | Technical Contact |
| Level 3 | Management |
§ 6 Credits for SLA Breach
| Availability | Credit |
|---|---|
| < 99,5 % | 5 % of monthly fee |
| < 99,0 % | 10 % of monthly fee |
| < 98,0 % | 20 % of monthly fee |
| < 95,0 % | 50 % of monthly fee |
Credits must be requested in writing within 30 days of the affected billing period.
§ 7 Exceptions
SLA guarantees do not apply in cases of: (a) force majeure, (b) failures in third-party infrastructure (e.g. DNS provider of the scanned domain), (c) outages attributable to the client.
§ 8 Reporting
(1) A monthly availability report is provided upon request.
(2) Incident logs are retained for 12 months.