AXON Cloud · EN
AXON CLOUD — Service Level Agreement (SLA)
Version 1.5 · Effective 2026-09-28
This SLA supplements the SaaS terms and Terms of use for paid AXON Cloud subscriptions provided by AXON CLOUD, obrt za računalno programiranje, vl. Leonard Fedetov.
1. Scope
Applies to production AXON Cloud SaaS (multi-tenant ERP / vertical modules) hosted by AXON Cloud, during an active paid subscription. Does not cover: free trials, demos, customer-run on-prem installs, third-party APIs (FINA, payment gateways, IMAP), or outages caused by the Customer’s network, devices or misconfiguration.
2. Availability target
| Metric | Target |
|---|---|
| Monthly uptime | 99.0% (calendar month, UTC) |
| Measurement | Successful HTTPS responses to the primary application URL from AXON Cloud monitoring |
Excluded from downtime: planned maintenance announced ≥ 24h in advance (or shorter for urgent security); force majeure; DDoS / upstream ISP failure; Customer-side issues; beta / preview features.
3. Support response (business hours)
Business hours: Monday–Friday 09:00–17:00 Europe/Zagreb, excluding Croatian public holidays.
| Priority | Examples | First response target |
|---|---|---|
| P1 — Critical | Production down for all users of a tenant | 4 business hours |
| P2 — High | Major module unusable; no workaround | 1 business day |
| P3 — Normal | Impaired feature; workaround exists | 2 business days |
| P4 — Low | Questions, cosmetic, improvement ideas | 5 business days |
Channels: [email protected] · [email protected] · in-product Support Desk (where enabled).
4. Maintenance
- Planned windows preferably outside peak business hours for Croatia.
- Emergency security patches may be applied without prior notice; we will inform Customers promptly when reasonably possible.
5. Backups & recovery (targets)
Operational targets (not absolute guarantees):
| Target | |
|---|---|
| RPO (recovery point) | ≤ 24 hours |
| RTO (recovery time) for platform restore | ≤ 48 hours after decision to restore |
Customer export of own data remains available during the subscription per SaaS terms / DPA.
6. Credits (optional remedy)
If monthly uptime falls below 99.0% for reasons attributable to AXON Cloud, Customer may request a service credit of up to 10% of that month’s subscription fee, on written request within 30 days of the month end. Credits are the sole remedy for SLA breach unless law requires otherwise. Credits are not cash refunds.
7. Customer duties
- timely reporting with tenant ID, time, and reproduction steps
- designated technical contact
- use of supported browsers / apps
- no abuse that degrades shared infrastructure
8. Changes
AXON Cloud may update this SLA with a new version published on https://axoncloud.hr. Material reductions of commitments will be announced with reasonable notice.
9. Contact
[email protected] · [email protected] · AXON CLOUD, obrt za računalno programiranje, vl. Leonard Fedetov · Ulica Giuseppea Trombe 102, 52203 Šišan, Republika Hrvatska · OIB 17445628019