Service level (SLA)

Here is what you can expect from our operations and support when we host your website or system. The service level forms part of our terms of service and subscription.

Uptime

Our target is for the websites and systems we host to be available at least 99.5% of the time, measured over a calendar month. This corresponds to no more than approximately 3 hours and 40 minutes of downtime per month.

The calculation excludes:

• planned maintenance, which we announce by email at least 2 business days in advance and schedule outside normal working hours where possible
• outages at subcontractors beyond our control, such as hosting, internet, email, domain and payment providers
• errors caused by the customer, the customer’s own providers or changes made by the customer
• external attacks and force majeure
• periods when access is suspended due to non-payment

Uptime is a target, not a guarantee, and no compensation is provided if it is not met. Liability for losses is governed by the terms of service.

Support and response times

• You can contact us in the customer portal at kunde.veyro.dk, at kontakt@veyro.dk or by telephone on +45 61 66 39 31.
• We reply to enquiries within 24–48 hours on business days.
• Critical issues where the website or system is down, or orders cannot be received, take priority over all other work.
• We plan change requests and new features with you and provide a quote if they are not included in your subscription.

Security and backup

• All traffic is encrypted using HTTPS, and SSL certificates renew automatically.
• The database can be restored to an earlier point in time through our hosting provider’s recovery function.
• If we discover a security breach affecting your data, we notify you in accordance with the data processing agreement.

Changes

We may change the service level under the same rules as the terms of service, namely with at least 1 month’s notice.