{"id":746,"date":"2026-09-21T10:40:10","date_gmt":"2026-09-21T08:40:10","guid":{"rendered":"https:\/\/aeloapp.io\/?page_id=746"},"modified":"2026-10-05T07:54:55","modified_gmt":"2026-10-05T05:54:55","slug":"sla","status":"publish","type":"page","link":"https:\/\/aeloapp.io\/en\/pomoc\/sla\/","title":{"rendered":"SLA"},"content":{"rendered":"<main id='bde-main'><section class=\"bde-section-746-147 bde-section\">\n  \n  \n\t\n\n\n\n<div class=\"section-container\"><div class=\"bde-text-746-148 bde-text\">\n<a href=\"https:\/\/aeloapp.io\/en\/help\/\">Help<\/a>\n<\/div><h1 class=\"bde-heading-746-149 bde-heading\">\nService Parameters and Support (SLA)\n<\/h1><\/div>\n<\/section><section class=\"bde-section-746-150 bde-section\">\n  \n  \n\t\n\n\n\n<div class=\"section-container\"><div class=\"bde-div-746-151 bde-div\">\n  \n  \n\t\n\n\n\n<div class=\"bde-text-746-152 bde-text\">\n<p>Annex 2 to <a href=\"https:\/\/aeloapp.io\/en\/terms-and-conditions\/\">Aelo\u2019s Terms and Conditions for the Provision of SaaS Services and Subscription Licences<\/a>.<\/p>\n<\/div><div class=\"bde-div-746-153 bde-div\">\n  \n  \n\t\n\n\n\n<div class=\"bde-columns-746-154 bde-columns\"><div class=\"bde-column-746-155 bde-column\">\n  \n  \n\t\n\n\n\n<div class=\"bde-text-746-156 bde-text\">\nParameter\n<\/div>\n<\/div><div class=\"bde-column-746-157 bde-column\">\n  \n  \n\t\n\n\n\n<div class=\"bde-text-746-158 bde-text\">\nMaintenance and Response Standard\n<\/div>\n<\/div><\/div><div class=\"bde-columns-746-159 bde-columns\"><div class=\"bde-column-746-160 bde-column\">\n  \n  \n\t\n\n\n\n<div class=\"bde-text-746-161 bde-text\">\nMonthly availability target\n<\/div>\n<\/div><div class=\"bde-column-746-162 bde-column\">\n  \n  \n\t\n\n\n\n<div class=\"bde-text-746-163 bde-text\">\n99,0%\n<\/div>\n<\/div><\/div><div class=\"bde-columns-746-164 bde-columns\"><div class=\"bde-column-746-165 bde-column\">\n  \n  \n\t\n\n\n\n<div class=\"bde-text-746-166 bde-text\">\nPlanned maintenance\n<\/div>\n<\/div><div class=\"bde-column-746-167 bde-column\">\n  \n  \n\t\n\n\n\n<div class=\"bde-text-746-168 bde-text\">\nwith 24 hours\u2019 notice\n<\/div>\n<\/div><\/div><div class=\"bde-columns-746-169 bde-columns\"><div class=\"bde-column-746-170 bde-column\">\n  \n  \n\t\n\n\n\n<div class=\"bde-text-746-171 bde-text\">\nQ1: Critical error\n<\/div>\n<\/div><div class=\"bde-column-746-172 bde-column\">\n  \n  \n\t\n\n\n\n<div class=\"bde-text-746-173 bde-text\">\nNo access to the Platform; response time: 4 working hours\n<\/div>\n<\/div><\/div><div class=\"bde-columns-746-174 bde-columns\"><div class=\"bde-column-746-175 bde-column\">\n  \n  \n\t\n\n\n\n<div class=\"bde-text-746-176 bde-text\">\nP2: High error\n<\/div>\n<\/div><div class=\"bde-column-746-177 bde-column\">\n  \n  \n\t\n\n\n\n<div class=\"bde-text-746-178 bde-text\">\nKey feature unavailable; response time: 1 working day\n<\/div>\n<\/div><\/div><div class=\"bde-columns-746-179 bde-columns\"><div class=\"bde-column-746-180 bde-column\">\n  \n  \n\t\n\n\n\n<div class=\"bde-text-746-181 bde-text\">\nP3: Standard Application\n<\/div>\n<\/div><div class=\"bde-column-746-182 bde-column\">\n  \n  \n\t\n\n\n\n<div class=\"bde-text-746-183 bde-text\">\nGeneral error \/ enquiry; response time: 2 working days\n<\/div>\n<\/div><\/div><div class=\"bde-columns-746-184 bde-columns\"><div class=\"bde-column-746-185 bde-column\">\n  \n  \n\t\n\n\n\n<div class=\"bde-text-746-186 bde-text\">\nSupport hours\n<\/div>\n<\/div><div class=\"bde-column-746-187 bde-column\">\n  \n  \n\t\n\n\n\n<div class=\"bde-text-746-188 bde-text\">\nWorking days 8.00\u201316.00 CET\/CEST\n<\/div>\n<\/div><\/div><div class=\"bde-columns-746-189 bde-columns\"><div class=\"bde-column-746-190 bde-column\">\n  \n  \n\t\n\n\n\n<div class=\"bde-text-746-191 bde-text\">\nReport channel\n<\/div>\n<\/div><div class=\"bde-column-746-192 bde-column\">\n  \n  \n\t\n\n\n\n<div class=\"bde-text-746-193 bde-text\">\nEmail: kontakt@aeloapp.io \/ Customer Portal\n<\/div>\n<\/div><\/div>\n<\/div>\n<\/div><\/div>\n<\/section><\/main>","protected":false},"excerpt":{"rendered":"<p>Pomoc Parametry us\u0142ugi i wsparcie (SLA) Za\u0142\u0105cznik 2 do Regulaminu \u015bwiadczenia us\u0142ug SaaS i licencji subskrypcyjnej Aelo. Parametr Standard Utrzymania i Reakcji Cel dost\u0119pno\u015bci miesi\u0119cznej 99,0% Planowane utrzymanie z powiadomieniem z 24-godzinnym wyprzedzeniem P1: B\u0142\u0105d Krytyczny Brak dost\u0119pu do Platformy; czas reakcji: 4 godziny robocze P2: B\u0142\u0105d Wysoki Istotna funkcja niedost\u0119pna; czas reakcji: 1 dzie\u0144 [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":756,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_breakdance_hide_in_design_set":false,"_breakdance_tags":"","footnotes":""},"class_list":["post-746","page","type-page","status-publish","hentry"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v24.4 (Yoast SEO v28.4) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>SLA Aelo: dost\u0119pno\u015b\u0107 99,0% i czasy reakcji wsparcia<\/title>\n<meta name=\"description\" content=\"Parametry us\u0142ugi Aelo: cel dost\u0119pno\u015bci 99,0% w 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