Ugovor o razini usluge

1. Definicije

• Mjesečni postotak dostupnosti — the total number of minutes in a calendar month minus the number of minutes of Downtime, divided by the total number of minutes in the calendar month, expressed as a percentage.
• Nedostupnost — a period during which the Service is materially unavailable to Users, meaning the ordering website and/or admin dashboard are inaccessible or unusable. Downtime is measured from the time the Provider confirms the outage or is notified by the User.
• Planirano održavanje — planned maintenance periods announced at least 48 hours in advance, during which the Service may be temporarily unavailable.

2. Obveza dostupnosti platforme

2.1. Ciljana dostupnost

The Provider commits to maintaining a Monthly Uptime Percentage of at least 99.5% for the FoxiFood platform. This target covers:

• Web stranice za narudžbe restorana hostirane na platformi FoxiFood;
• Administratorska ploča restorana;
• Sustavi za obradu narudžbi i obavijesti;
• API (gdje je dostupan).

2.2. Izračun dostupnosti

Monthly Uptime Percentage = ((Total Minutes in Month - Downtime Minutes) / Total Minutes in Month) × 100

Example: In a 30-day month (43,200 minutes), a 99.5% uptime allows for a maximum of 216 minutes (3 hours 36 minutes) of Downtime.

3. Isključenja iz nedostupnosti

The following events are excluded from the Downtime calculation and do not count against the uptime commitment:

• Planirano održavanje najavljeno najmanje 48 sati unaprijed;
• Force Majeure events as defined in the Terms of Service (natural disasters, pandemics, armed conflicts, cyber attacks of unprecedented scale, etc.);
• Outages caused by actions or omissions of the User (misconfiguration, DNS changes, domain expiry, etc.);
• Problemi s internetskom vezom na strani korisnika ili krajnjeg kupca;
• Outages of third-party services on which the platform depends (payment processing services, DNS providers, CDN, domain registrars);
• Outages of the underlying cloud infrastructure provider (DigitalOcean) that are beyond the Provider's control;
• DDoS attacks or other malicious external attacks, to the extent that they cannot be reasonably mitigated;
• Značajke izričito označene kao 'beta' ili 'eksperimentalne'.

4. Planirano održavanje

• Maintenance windows are typically scheduled during low-traffic hours: 2:00–5:00 AM CET on weekday nights;
• Users are notified at least 48 hours in advance via email or in-Service notification;
• Emergency maintenance (critical security patches, urgent fixes) may be performed without advance notice — the Provider will notify Users as soon as practicable;
• The Provider aims to limit scheduled maintenance to no more than 4 hours per month.

5. Vremena odgovora na incidente

The Provider classifies incidents by severity and commits to the following response and resolution targets:

Response time is measured from the time the Provider acknowledges the incident (during business hours: Monday–Friday, 9:00–17:00 CET). Resolution target is a goal, not a guarantee — complex issues may require additional time.

6. Kanali podrške

• Podrška putem e-pošte: support@foxi.food — dostupno tijekom radnog vremena (ponedjeljak–petak, 9:00–17:00 CET);
• All support requests should include: Account email, description of the issue, steps to reproduce (if applicable), and screenshots or error messages;
• Critical incidents (complete service outage) may be reported at any time and will be addressed as soon as possible, including outside business hours.

7. Sigurnosna kopija i oporavak podataka

• Automatizirane dnevne sigurnosne kopije svih korisničkih podataka;
• Razdoblje zadržavanja sigurnosnih kopija: minimalno 30 kalendarskih dana;
• Backups stored in a geographically separate location from the primary infrastructure;
• Cilj vremena oporavka (RTO): 4 sata za obnovu kritičnih podataka;
• Recovery point objective (RPO): maximum 24 hours of data loss in the worst case.

Despite these measures, the User is responsible for maintaining their own backups through the Service's data export functions, as outlined in the Terms of Service.

8. Izvještavanje i transparentnost

Pružatelj će:

• Notify Users of significant incidents via email within a reasonable timeframe;
• Provide post-incident reports for Critical and Major incidents upon request;
• Priopći planirane promjene ovog SLA najmanje 30 dana unaprijed.

9. Izmjene SLA

The Provider reserves the right to modify this SLA with at least 30 calendar days' advance notice. Changes will be communicated via email to the address registered in the User's Account. If a change materially reduces the service level commitments, the User may terminate the Agreement as of the last day of the current Billing Period.

10. Kontakt

Za upite vezane uz SLA ili prijave incidenata, kontaktirajte nas na: support@foxi.food

Elite Digital Services, LLC
1111B S Governors Ave #21653
Dover, DE 19904, USA