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Service Level Agreement (SLA)

Edition : Current edition·Reference : SLA Appendix

One of the Hidora team's primary goals is to deliver high availability to our clients to support the success of their business. Any ticket submitted via our support portal or sent to support@hidora.io is handled within the response times set out below.

Customer support: 8:00–18:00 CET, Monday to Friday (Swiss business days). Infrastructure support: 24×7.

Support portal: support.hidora.io Support email: support@hidora.io

Response times depend on the severity level. The list below describes the situations associated with each level.

High Severity

  • Maximum response time: 1 hour
  • Maximum restoration time: 4 hours

An incident is classified as high severity in the following cases:

  • Full system crash or hang
  • Corruption or loss of your data
  • Unavailability of critical Hidora functions with no workaround

Normal Severity

  • Maximum response time: 2 hours
  • Maximum restoration time: 8 hours

An incident is classified as normal severity in the following cases:

  • System restart or recovery required due to a product error or failure
  • Hidora platform performance severely impaired
  • Critical functions available, but the system operates in restricted mode only

Low Severity

  • Maximum response time: 8 hours
  • Maximum restoration time: 72 hours (typically within 48 hours)

An incident is classified as low severity in the following cases:

  • Error report with an available workaround
  • Minimal performance degradation
  • Product not behaving as expected with minimal impact
  • Questions about platform features, configuration or usage guidance, or improvement suggestions

Availability Commitment

We commit to platform availability under the General Terms and Conditions and their Appendix B (SLA). The Appendix details the measurement method, scheduled maintenance windows, and Service Credits available in the event of unavailability.

Scope and Exclusions

The commitments above apply to Services subscribed under the Agreement. The following are excluded from availability calculations: published scheduled maintenance, duly notified emergency maintenance, force majeure events, Client configuration, third-party software, and use that does not comply with the contractual terms.

Our Priority

Our priority is to keep our clients' cloud services running at all times. We do everything we can to make sure every client enjoys an excellent experience with Hidora.

For any SLA-related question or to report an incident, contact support@hidora.io or legal@hidora.io.