Legal Document

Service Level Agreement

Thairo Studios · KVK 42027881Version April 2026

SLA

What can you expect from us?

Clarity on our support, availability and response times. Below you will find the SLA summarised in plain language. Prefer the full original version? Download it via the button below.

Download the full SLA

Version April 2026

01

Who we are & what this SLA covers

  • Thairo Studios (Chamber of Commerce 42027881) is responsible for your website, webshop and CMS.
  • The SLA applies to everything we manage ourselves — not to disruptions at your hosting partner.
  • Hosting runs via an external partner; we have no direct control over their infrastructure.
02

Availability target

  • We aim for 99.0% availability per calendar month.
  • Scheduled maintenance and force majeure are excluded.
  • Brief interruptions of less than 5 minutes are not counted.
03

Maintenance

  • Major changes are announced at least 24 hours in advance.
  • Regular work includes: CMS updates, plug-in updates, security patches, form checks.
  • Emergency maintenance is carried out immediately — we inform you as soon as possible afterwards.
  • Changes made by you or third parties without consultation fall outside the scope of the SLA.
04

Priority classes & response times

  • Priority 1 — Critical: site unreachable or serious security incident. Response: 4 hours. Resolution: 1 business day.
  • Priority 2 — High: important feature not working (e.g. payment page). Response: 1 business day. Resolution: 3 business days.
  • Priority 3 — Normal: limited feature or visual issue. Response: 2 business days. Resolution: 5 business days.
  • Priority 4 — Low: minor requests or text changes. Scheduled based on availability.
  • Response times apply only during business hours (Mon–Fri, 09:00–17:30).
05

Reporting an incident

  • Send an email to support@thairostudios.com.
  • Include: a description, the URL of the page, and screenshots if applicable.
  • Priority 1 incidents: we update you every 4 hours for as long as the issue continues.
  • After resolution, we send a brief incident report upon request.
06

Your obligations

  • Provide us timely access to systems and login credentials.
  • Report incidents as soon as possible via the support channel.
  • Do not make changes without prior consultation with us.
  • Ensure a contact person is available for Priority 1 or 2 incidents.
07

Exclusions

  • Disruptions caused by you or third parties you have engaged.
  • Outages at the external hosting partner outside our sphere of influence.
  • Disruptions at external services (payment providers, Google, email).
  • Force majeure such as war, pandemics or cyber attacks.
  • No guarantee on loading speed dependent on visitors' internet connection.
08

Amendments & duration

  • The SLA is part of our agreement and takes precedence over the Terms & Conditions where applicable.
  • Amendments are communicated in writing at least 30 days in advance.
  • The SLA terminates automatically when the agreement ends.
  • Dutch law applies.
09

Questions?

Do you have questions about this SLA? Send an email to support@thairostudios.com or write to Minerva 11, 6121NP Born, the Netherlands.