SLA & Legal Terms
Our commitment to transparency, 99.9% guaranteed uptime, and rigorous data security standards for enterprise-grade operations.
Uptime Guarantee
99.9%
Data Compliance
GDPR
Security Standard
ISO 27001
Data Residency
Sweden
Service Level Agreement (SLA)
1. Commitment to Availability
Timmarna Platform is committed to providing a reliable and stable platform for our clients. We guarantee that our services will be available at least 99.9% of the time during any calendar month.
"Service Availability" refers to the percentage of time in a calendar month that the core hosting services are accessible over the public internet, excluding scheduled maintenance.
Uptime Calculation
Availability = (Total Minutes in Month - Minutes of Unscheduled Downtime) / Total Minutes in Month × 100.
Compensation Policy
If we fail to meet the 99.9% uptime guarantee, customers are eligible for Service Credits according to the following tier system:
| Monthly Uptime | Service Credit | Applied To |
|---|---|---|
| < 99.9% - 99.0% | 10% Credit | Monthly Bill |
| < 99.0% - 95.0% | 25% Credit | Monthly Bill |
| < 95.0% | 100% Credit | Monthly Bill |
* Credits must be claimed within 30 days of the service interruption via a ticket through the Client Portal.
Data Handling & Privacy
GDPR Compliance
Strict adherence to EU data protection regulations. All personal data is processed with full transparency and explicit consent.
Swedish Sovereignty
Data remains within Swedish borders in Tier-3 certified data centers, protected by local privacy laws.
Zero-Knowledge Backups
Backups are encrypted at the client-side with AES-256 before being stored on our redundant storage nodes.
Instant Erasure
Upon service termination, all data is cryptographically shredded from our production and backup clusters within 48 hours.
Incident Management
In the event of a service interruption, we follow a structured incident response protocol:
- Detection: Automated monitoring systems detect issues within 60 seconds
- Notification: Status page updates and email alerts sent to affected customers
- Resolution: Dedicated team works 24/7 to restore services
- Post-Mortem: Detailed report published within 72 hours of resolution
Legal Clauses
Limitation of Liability
Our total liability for any claims arising from service interruptions shall not exceed the total fees paid by the customer in the 12 months preceding the incident.
Force Majeure
We are not liable for service interruptions caused by events beyond our reasonable control, including natural disasters, war, or government actions.
Governing Law
This agreement is governed by Swedish law and any disputes shall be resolved in the courts of Stockholm, Sweden.
Have specific legal requirements?
Our legal and compliance team can provide custom BAAs, DTAs, and security questionnaires for enterprise clients.