Service Level Description

Last updated: 2026-04-24 · v1.0

This page describes the operational expectations for the Supplier Satisfaction Analysis Platform. It is not a contractually binding Service Level Agreement (SLA); it is a transparency statement. Enterprise customers who require a binding SLA can request one at info@suplay.nl.

Target availability

We aim for 99.5% monthly availability, excluding scheduled maintenance windows. Historical availability data is available on request.

Scheduled maintenance

Planned maintenance takes place outside Dutch business hours (Monday–Friday 09:00–17:00 CET/CEST). We announce non-trivial maintenance at least 48 hours in advance by in-platform banner.

Support

• Email: info@suplay.nl
• Business hours (Dutch time zone): best-effort response within one business day.
• Critical incidents (platform unreachable): best-effort acknowledgement within 4 hours of notification during business hours.

Backups and disaster recovery

• Nightly encrypted database backups, stored on-site and in a separate EU region for 30 days.
• Monthly archive retained for 12 months.
• Point-in-time recovery: restore to the most recent nightly backup, typically achievable within 4 hours.

Status page

A public status page may be introduced as the customer base grows. Until then, incident updates are communicated by email.

Enterprise SLA

Customers on the Enterprise tier may request a separate SLA with committed uptime, credits for downtime, named support contacts, and priority response. This SLA, if signed, overrides this page for that customer.

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