Vis-Sol Service Level and Maintenance Policy.
Public operating principles for websites, applications, automation, Toolbox, VSA, Concept and maintenance. Individual agreements may define enhanced service levels.
1. Operating principle
The public Vis-Sol policy does not promise 24/7 support. Reports may be submitted at any time; public response targets are measured in Polish business days.
Faster response, emergency on-call, defined RPO/RTO or an availability commitment may be agreed individually for a managed production service.
2. Scope
The policy covers websites, applications, CRM/WMS and B2B systems, automation, integrations and APIs, audits, Vis-Sol Toolbox, VSA, Concept / Concept Core, support, monitoring, backups, bespoke deployments and R&D.
3. Service classes
S1 — managed production
A live system covered by agreed maintenance and potentially individual availability, response, monitoring, backup and recovery parameters.
S2 — production without ongoing maintenance
A live system not covered by continuous monitoring or a standing maintenance agreement. Response starts after a report and under the current service scope.
S3 — public tool / utility
Calculators, analysers, generators, AutoAudit, Knowledge Scan and other Toolbox functions, provided on a best-effort basis unless stated otherwise.
S4 — Pilot / beta / Concept / R&D
Prototype, demo, Concept Core, sandbox and experimental environments without guaranteed continuous availability or persistence unless specifically promoted to production.
4. Incident priorities and initial response targets
P1 — Critical: within 1 business day
Critical production outage, material security incident, loss of data integrity/availability or no workaround for a key process.
P2 — High: within 2 business days
A major production function is unavailable or a significant process is impaired, but a workaround exists.
P3 — Standard: within 3 business days
A functional, performance, configuration or UI issue that does not block the main process.
P4 — Development: within 5 business days or as agreed
Content change, optimisation, enhancement or planned work.
A response target means acknowledgement and start of analysis, not a guaranteed full resolution time.
5. Responsibility boundaries
Vis-Sol is responsible for components under its technical control and within the agreed service scope. Client hosting, domains and DNS, e-mail operators, third-party APIs, external AI/computing services, client systems, connectivity and user devices may remain outside direct control.
A third-party outage is not automatically a Vis-Sol availability breach. Where maintenance applies, Vis-Sol performs diagnostics and actions available within its control.
6. Availability
There is no single uptime commitment for the whole Vis-Sol ecosystem. Uptime becomes binding only for an S1 service with an agreed measurement method, measurement point, exclusions, reporting period and responsibility scope. S3/S4 have no guaranteed uptime unless stated otherwise.
7. Planned maintenance
For S1, foreseeable work causing significant downtime is communicated at least 2 business days in advance where reasonably practicable. Emergency security work may be performed without standard notice where delay increases risk.
8. Monitoring
Monitoring may cover endpoints, response codes, process state, resources, queues, errors, certificates, integrations, backup status and selected application metrics. 24/7 monitoring is not included in every service and must be part of the agreed S1 scope.
9. Backup and recovery
For S1, deployment documentation or the agreement should define backup scope, frequency, retention, storage, recovery testing and RPO/RTO where needed. S3/S4 may not be backed up where the nature of the tool or environment does not require it.
10. Security
Where an incident is suspected, Vis-Sol may limit access, disable a function or integration, rotate credentials, isolate an environment, preserve logs and begin diagnostics.
11. VSA
VSA includes Pilot, Instance, Connect, Care, modules and integrations. Availability of an external AI model is not identical to availability of the full VSA layer. Production-instance parameters are agreed individually.
12. Toolbox
Toolbox is S3 by default unless a specific tool becomes part of an individually agreed production process or paid service.
13. Concept / Concept Core
Concept and experimental functions are S4 by default. Promotion to S1 requires a defined production purpose, data and responsibility model, testing, security, monitoring, rollback/recovery and support rules.
14. Reporting
15. Exclusions
Unless agreed otherwise, public service targets exclude planned maintenance, force majeure, failures of third-party providers outside Vis-Sol control, unapproved client or third-party changes, exceeded limits, invalid input data and use of S3/S4 as production contrary to its intended purpose.
16. Individual SLA
An offer, order or agreement may define shorter response targets, uptime, extended support hours, RPO/RTO, emergency channels and escalation. Individually agreed terms prevail in case of conflict.
17. Policy development
New modules are assigned to S1–S4 or incorporated by extending this policy. Vis-Sol does not create a separate public SLA for every new tool unless the service or contract requires it.
Service Level Policy 1.0 · 19 August 2026