Service Level Agreement

Last updated: 24 October 2026

This Service Level Agreement ("SLA") is part of theTerms of Service and applies to paid Plans of theReconcio cloud service. It does not apply to free trials, free audits or self-hosted installations; support for the latter is defined in the Software License Agreement and the order form.

1. Availability target

We target monthly availability of the Service of 99.5%. Availability is the percentage of minutes in a calendar month during which the sign-in page and the API respond successfully from our external monitoring, excluding the exclusions in section 3.

2. Support

• Channel: email to support@reconcio.pro.
• Support hours: Monday to Friday, 09:00–18:00 Central European Time, excluding public holidays in Uzbekistan.
• Target first response within support hours: Service unavailable — 4 hours; a function does not work — 1 business day; questions and requests — 2 business days.

3. Exclusions

Unavailability caused by any of the following does not count against the target:

• planned maintenance announced at least 48 hours in advance, usually outside business hours in Europe, up to 8 hours per month;
• urgent security updates;
• events beyond our reasonable control, including failures of the internet, of hosting or other third parties' infrastructure that we could not reasonably avoid;
• the Customer's own systems, network, misuse or breach of the Acceptable Use Policy, or suspension under the Terms of Service;
• features labelled beta or preview.

4. Service credits

If availability in a calendar month falls below 99.5% and the Customer requests a credit within 30 days after the end of that month, we will credit 5% of the monthly fee of the affected Plan for that month, and 10% if availability falls below 99.0%. Credits are applied to future invoices, are not paid out in cash, and may not exceed 10% of the monthly fee. Service credits are the Customer's sole remedy for unavailability.

5. Status and incidents

Incidents and planned maintenance are announced by email to account owners. After a significant incident we will provide the affected Customers with a short description of the cause and the measures taken.