This document defines the service level for Sokar Logistics and Bobi provided by Onit Soft sp. z o.o. (the “Provider”) under the Terms of Service. It applies to all paid plans. Customers with an individual agreement may have different values agreed, which then prevail.
/01 Definitions
- Monthly availability - the minutes in a month less the minutes of unplanned unavailability, divided by all minutes in the month. The month covers all calendar days and full 24-hour days, including weekends and public holidays.
- Unavailability - inability to log in or to perform basic operations (order, document, conversation with the assistant) for all of the Customer’s users, reported by the Customer as a P1 ticket and confirmed as P1 by the Provider. Section /02 sets out how it is calculated.
- Unavailability window - the period, counted in minutes, from the moment the P1 ticket is registered in the support portal until operation of the Service is restored or a working workaround is provided.
- Business hours - working days in Poland from 8:00 to 17:00. Business hours apply only to response times and resolution targets for P2, P3 and P4 tickets. They do not apply to P1 tickets or to the calculation of unavailability, which runs on all calendar days around the clock.
/02 Availability target
The Provider provides monthly availability of Sokar Logistics and Bobi (web interface and API) of 99.5%.
The following does not count as unavailability:
- maintenance windows announced at least 48 hours in advance, held on Tuesdays and Thursdays between 22:00 and 02:00, up to 8 hours per month in total,
- outages of third-party providers, including telecom operators, WhatsApp, AI model providers and Stripe,
- force majeure,
- acts or omissions of the Customer, including misconfigured integrations.
How unavailability is calculated
- Unavailability minutes accrue only on the basis of a P1 ticket submitted by the Customer through the support portal and confirmed as P1 by the Provider.
- The count starts when the ticket is registered in the support portal, according to the timestamp assigned by the portal, and not when the failure actually occurred. Time before the ticket is not counted.
- The count ends when operation of the Service is restored or a working workaround is provided.
- The count runs on all calendar days and around the clock, including weekends and public holidays. Business hours do not apply here.
- A ticket that the Provider does not confirm as P1 after verification, in particular one classified as P2, P3 or P4 or found not to meet the definition of Unavailability, does not generate unavailability minutes. The Customer may ask for the priority to be changed. If the Provider raises it to P1, the count runs from the moment of the original ticket.
- Several P1 tickets concerning the same failure form a single unavailability window, and overlapping periods are counted once.
/03 Ticket priorities
| Priority | Description | Response time | Resolution or workaround target | Coverage |
|---|---|---|---|---|
| P1 Critical | Service unavailable for all users, or data loss or leak | 1 hour | 8 hours | 24/7, all calendar days |
| P2 High | A key feature does not work and there is no workaround, e.g. invoices cannot be issued, KSeF submission fails, the assistant does not respond | 4 business hours | 2 working days | Business hours |
| P3 Medium | A feature works with limitations and a workaround exists | 1 working day | 10 working days | Business hours |
| P4 Low | Question, minor bug, change suggestion | 2 working days | Per release plan | Business hours |
Response time means acknowledging the ticket with an assigned priority. The resolution target means restoring operation or providing a workaround. The Provider assigns the priority based on the description and the Customer may ask for it to be changed. Confirmation of a ticket as P1 is a condition for unavailability minutes to accrue under section /02. Tickets are submitted through the support portal at support.onitsoft.com, which sends status e-mails and a link to confirm the resolution. P1 tickets may additionally be reported by phone at the number given in the order confirmation.
/04 Service credits
| Monthly availability | Credit on the monthly fee |
|---|---|
| 99.00% to 99.49% | 5% |
| 98.00% to 98.99% | 10% |
| below 98.00% | 25% |
The Customer requests a credit within 30 days of the end of the month. The credit is applied as a discount on the next invoice. For annual billing the base is one twelfth of the annual fee. The service credit is the sole remedy for missing the availability target, except in cases of wilful misconduct.
/05 Backups, recovery and communication
- Backups are taken daily and kept for 35 days. Recovery point objective (RPO): 24 hours. Recovery time objective (RTO): 8 hours.
- The Provider informs the team owner by e-mail about P1 incidents and delivers a post-incident report within 5 working days.
- The SLA does not cover the quality of AI assistant output or the availability of third-party models. The Provider uses fallback models where possible.