This is our Service
Level Agreement.

01 System Availability

System availability is measured in terms of uptime over one month. Uptime is measured by an independent third-party monitoring solution (Host Tracker) and is defined as “time during which the web services are available and respond to valid requests, excluding Permitted Downtime”.

The guaranteed monthly uptime is 99.5%.

This uptime guarantee covers the following solution components:

Exceptions

Permitted Downtime, caused by any of the following, is not included when measuring uptime:

1. General internet issues, including congestion or general DNS services not directly relating to tamigo or services provided by tamigo.
2. Force majeure events as described in the terms of agreement.
3. Actions or inactions of the Customer (unless undertaken at the express direction of tamigo) or third parties beyond the control of tamigo.
   Note: Subcontractors of tamigo are not considered a third party and tamigo takes full responsibility for subcontractors.
4. A result of Customer equipment or third-party computer hardware, software, or network infrastructure not within the sole control of tamigo.
5. Scheduled infrastructure maintenance.
   
   

Compensation

Compensation is available to customers with a Professional, Premium, or Enterprise package.

If the observed uptime is lower than the guaranteed level for a given month, the Customer may request compensation in the form of service credits, which may only be used to pay future invoices.

Service credits are calculated as follows:

To receive service credits, the Customer must submit a support request containing the claim within 15 days following the end of the calendar month in which the downtime occurred.

Reporting

tamigo automatically provides uptime information on its status page, but a monthly overview of uptime for each application can be requested by the Customer.

02 Support Availability

Support can be accessed by named individuals as agreed between tamigo and the Customer.

Support can be accessed in the following ways, unless agreed otherwise:

03 Incident Management

An operational incident is any unplanned interruption to, or reduction in the quality of, the tamigo service.

Incidents are logged, classified by severity, and managed in accordance with tamigo’s Incident Management procedures.

Critical Incident
Description: Complete service component outage – tamigo is inaccessible.
Response target: Immediate response, 24/7.
Resolution target: Continuous efforts until service is restored.

Major Incident
Description: Core functionality (e.g. exporting) is unavailable and no workaround exists.
Response target: Immediate response during business hours.
Resolution target: By default, 2 business days, but no more than 2 full weeks.

Medium Severity
Description: Degraded functionality impacting the use of tamigo.
Response target: Within 24 hours during business hours.
Resolution target: Scheduled with the customer, typically in the next development cycle.

04 Backup & Contingency Plans

All data is backed up on three levels, ensuring that substantial data loss is not possible.

For essential data, individual entities are logged directly in the database to enable restoration of accidentally deleted data and support revision tracking.

The complete servers, including the operating system, are backed up nightly, providing an extremely fast and dependable method of restoring normal operations in the event of a catastrophic partial failure.

In the case of a catastrophic failure, such as flooding in the data centre or other factors causing severe hardware malfunction that renders the main hosting centre inoperable, tamigo maintains remote nightly backups. These can be used to restore normal operations.

tamigo also maintains a secondary data centre, which can be used if the primary data centre is not operational within a reasonable timeframe, helping meet the Recovery Time Objective (RTO) of 12 hours.

Upon catastrophic failure, the maximum data loss limit (Recovery Point Objective, RPO) is 24 hours.

Procedures for catastrophic failure are simulated and tested annually.