Service Level Agreement (SLA)
Version: 1.0
Effective date: January 13, 2026
Provider: Veltify sp. z o.o. ("Veltify")
Applies to: Customers subscribed to Veltify Services ("Customer")
1. Introduction
This Service Level Agreement ("SLA") describes the support scope, service availability, support hours, response targets, exclusions, release/deployment approach, and escalation paths applicable to Customers using the Veltify platform.
This SLA is indicative and may be updated by Veltify from time to time to improve the quality and reliability of the Services.
2. Definitions
For the purposes of this SLA:
- Agreement – means this SLA, describing Veltify's support policy and service levels.
- Cloud Service / Service – means Veltify's subscription-based hosted software platform (including features such as talent pool management, employee profiles, and Blind CV generation).
- Customer – means the legal entity subscribing to the Services.
- Customer Data – means electronic data submitted or uploaded by Customer to the Services (excluding third-party integrations data unless explicitly supported).
- Downtime – means the time the Customer's Veltify instance is unavailable due to Veltify-side incident or maintenance.
- Issue / Ticket – means a support request raised by Customer or Authorized Users for reporting incidents, defects, or service requests.
- Subscription – means an active paid plan for Veltify Services.
- User – means an individual authorized by Customer to use the Services.
- Business Hours – means 08:00–19:00 (GMT+1), Monday–Friday, excluding public holidays in Poland.
3. Customer Responsibilities
Customer is responsible for:
- Assigning a System Owner / Product Champion as the primary contact person for Veltify.
- Ensuring Users follow internal compliance and access rules (including correct User/Role assignment).
- Providing accurate and complete information when reporting Issues (screenshots, steps to reproduce, affected users, etc.).
- Using available product documentation and in-app guidance before raising a Ticket (where applicable).
- Maintaining the security of Customer-side accounts and credentials (including SSO configuration if used).
4. Service Levels Overview
Veltify aims to provide stable and reliable service levels through monitoring, incident response, and continuous improvements.
This SLA defines:
- Support scope and exclusions
- Support channels and hours
- Issue prioritization
- Target response and resolution times
- Release and deployment approach
- Escalation matrix
5. Support Scope (What Is Included)
5.1 Functional Support
Support for standard platform features, including but not limited to:
- Employee profile and skills management
- Blind CV generation (templates, export flows)
- Data update workflows (manual and assisted)
- Basic analytics and reporting (if included in the plan)
5.2 Configuration Support
Support for configuration of standard settings, such as:
- Role-based access configuration (standard roles)
- Template configuration within available options
- Workflow-related settings available in the platform UI
5.3 Issue Investigation
Investigation of reported unexpected behavior, including:
- Feature not working as expected
- Errors, crashes, incorrect outputs
- Performance issues
5.4 Bug Fixing
Fixing verified defects depending on severity and complexity:
- Critical defects may be prioritized and released as soon as possible
- Non-critical defects may be included in regular release cycles
5.5 Data Fix (When Caused by a Verified Bug)
If Customer Data was impacted by a verified bug caused by Veltify, Veltify may support correction of such data (where technically feasible).
5.6 Upgrade & Maintenance Support
Veltify maintains the hosted platform and deploys updates, patches, and improvements.
5.7 Scaling / Performance Support
Veltify may optimize infrastructure and database performance where needed for stability and user experience.
6. Support Extensions (Optional / Best Effort)
Depending on plan, partnership model, or mutual agreement, Veltify may additionally provide:
- Minor feature requests (small enhancements)
- Minor UX improvements
- Advisory sessions (best practices / workflow mapping)
These are not guaranteed unless explicitly agreed in writing.
7. Support Exclusions (What Is Not Included)
The following are not included as standard SLA support obligations (may be provided as paid services if agreed):
- Manual data entry on behalf of Customer
- Bulk data cleanup or sanitization of legacy data
- Custom development, custom scripts, or bespoke integrations
- Custom template design outside standard template configuration options
- Complex imports requiring manual mapping beyond standard import formats
- User management on Customer's behalf (creating users, assigning permissions, etc.)
- Customer infrastructure / internal IT environment troubleshooting
- Training sessions longer than 30 minutes per request (unless contracted separately)
8. Support Channels & Hours
8.1 Support Hours
Business Hours: 09:00–17:00 (GMT+1), Monday–Friday
8.2 Support Channels
- Email: support@veltify.com
- Phone support: optional, depending on plan / escalation level
8.3 Weekends / Outside Business Hours
- Tickets received outside Business Hours will be collected and handled on the same or next Business Day.
- For critical production incidents, Veltify may respond outside Business Hours on a best-effort basis.
9. Issue Priorities & Severity Levels
Veltify will classify Issues based on impact and urgency:
P1 – Critical
Definition: Full service outage, severe security incident, or major functionality unavailable for most users.
Example: Platform inaccessible, export completely broken for all users.
P2 – High
Definition: Significant degradation or major feature broken, but partial workaround exists.
Example: Blind CV export fails for a subset of templates or users.
P3 – Medium
Definition: Limited impact, workaround available, affects non-critical functionality.
Example: Minor formatting issues in CV output.
P4 – Low
Definition: Cosmetic issues, general questions, minor improvements.
Example: UI alignment, "how to" requests.
10. Response & Resolution Targets
All times below apply within Business Hours.
| Priority | Target Response Time | Target Resolution / Workaround Time |
|---|---|---|
| P1 – Critical | within 2 hours | within 24–48 hours (best effort) |
| P2 – High | within 4 hours | within 3–5 Business Days |
| P3 – Medium | within 1 Business Day | within 10 Business Days / next planned release |
| P4 – Low | within 2 Business Days | best effort / roadmap consideration |
Notes:
- Resolution times are indicative targets and may vary based on complexity and third-party dependencies.
- Veltify does not provide financial penalties unless explicitly agreed in the commercial agreement.
11. Release & Deployment Process
11.1 Regular Releases
Veltify deploys bug fixes, security updates, and product enhancements on a regular basis (typically monthly, unless agreed otherwise).
11.2 Critical Fixes
Critical issues (P1) may be deployed as hotfixes outside the regular release cycle.
11.3 Deployment Windows
Deployments are typically performed in off-peak hours to minimize disruption. Minor Downtime may occur.
12. Maintenance & Downtime
12.1 Planned Maintenance
Veltify may schedule planned maintenance. Where possible, Veltify will notify Customer in advance (e.g., via email or in-app notification).
12.2 Unplanned Downtime
Unplanned Downtime may occur due to incidents, infrastructure failures, or urgent security actions.
13. Escalation Matrix
If an Issue is not progressing as expected, Customer may escalate:
- Support: support@veltify.com
- CTO escalation: d.koralewski@veltify.com
- CEO escalation: t.gmur@veltify.com
14. Limitations
This SLA:
- Applies only to the hosted Veltify Services under active Subscription.
- Does not cover issues caused by Customer-side misconfiguration, unsupported third-party tools, or Customer network/security limitations.
- Does not guarantee uninterrupted availability, but defines best-effort support and target response levels.
15. Changes to This SLA
Veltify may update this SLA from time to time. Updated versions become effective upon publication or written notification to Customer, unless stated otherwise.