Anwert Digital GmbH, Rotenturmstraße 27/2 (3. floor), 1010 Vienna, ( Austria hereinafter referred to as the “Agency”)
These SLA Terms and Conditions shall be deemed to be an integral part of the Maintenance Terms and/or the respective Maintenance Agreement between the Agency and its Customers (hereinafter referred to as the “Customer”) and shall govern response and resolution times in the event of malfunctions of the Maintenance Item.
1. Scope of Application
1.1. This SLA applies to all websites and systems that are the subject of an ongoing maintenance contract with the Agency (“Maintenance Item”).
1.2. Deviating or supplementary service levels are only effective if they have been agreed in the offer or in writing between both parties.
2. Service hours
2.1. The agency provides SLA services during normal working hours: Monday to Friday, 9:30 a.m. to 5:30 p.m . (CET/CEST), excluding Austrian public holidays and December 24 and 31.
2.2. Response and remediation times are measured exclusively during service hours. Reports outside of service hours are considered to have been received at the beginning of the next service hours.
3. Fault report
3.1. Faults must be reported by the contact persons (system manager or representative) designated by the customer:
- E-mail: hello@anwert.io
- Telephone (hotline): +43 699 144 444 99
3.2. The message should contain: description of the malfunction, affected URL(s) or functions, time of occurrence, reproduction steps and, if available, screenshots or error messages.
3.3. The agency will confirm receipt of the fault report by e-mail.
4. Fault classes, response and remediation times
The Agency shall commence analysis and remediation within the specified response time and shall eliminate the fault within the troubleshooting time or provide an appropriate workaround. The provision of a working circumvention solution is considered a timely remedy; the final removal will then take place within a reasonable time.
| Class | Description | Response Time | Troubleshooting Time |
|---|---|---|---|
| 1 – Critical | Malfunctions prevent the maintenance item from being used sensibly. Example: System downtime without restarting, data loss, website unavailable. | 4 hours | 24 hours (if technically solvable within 24 hours) |
| 2 – Heavy | Malfunctions significantly impair functionality. Use only possible with workaround solutions under difficult conditions. Example: incorrect or inconsistent processing, noticeable undercutting of agreed performance data. | 8 hours | 3 business days |
| 3 – Medium | Disruptions limit use, and further work is possible by means of a workaround solution or with increased time expenditure. Example: false error messages, accumulation of short-term disruptions. | 12 hours | 6 business days |
| 4 – Lightweight | Disruptions only lead to insignificant restrictions. Example: annoying additional output on the screen, spelling mistakes. | 24 hours | 9 business days |
4.1. Classification: The customer carries out an initial classification when reporting. The final assignment to the fault class is made by the agency after initial analysis at its equitable discretion; it is communicated to the customer and justified.
4.2. Working days are Monday to Friday, excluding Austrian public holidays.
5. Exceptions
The reaction and rectification times do not apply if the disruption is caused by:
- third-party systems, infrastructure or services not operated or contracted by the Agency (e.g. hosting providers, external APIs, third-party plugins, DNS/domain services), to the extent that the remediation is beyond the Agency’s control; in such cases, the Agency shall do its best to ensure that the third party rectifies the situation quickly;
- intervention by the Client or third parties commissioned by the Client on the Maintenance Object without consultation with the Agency;
- Violation of the customer’s obligations to cooperate (e.g. lack of access, information or releases); Deadlines are suspended for the duration of the delay;
- force majeure within the meaning of the maintenance conditions;
- announced, planned maintenance windows.
6. Escalation
If the troubleshooting time is exceeded in the case of Class 1 or Class 2 malfunctions, the Agency informs the Client of the status of the analysis, the next steps and the expected time of remedy, without being asked. The escalation contact on the agency side is the management.
7. Documentation and reporting
The agency documents reported faults, including classification, response and remediation time. The documentation can be viewed by the customer at any time upon request.
8. Relationship to maintenance conditions
In all other respects, the agency’s terms and conditions of maintenance and the respective offer apply. In the event of conflicts, the offer takes precedence over this SLA, and this SLA takes precedence over the maintenance conditions.
These Terms were last modified: July 2026