Service Levels
Spotler offers a portfolio of specialised software products. These products may differ in technical setup (e.g. cloud-based or on-premise) and therefore have different operational characteristics. Regardless of the platform, we are committed to delivering a reliable and secure user experience.
While we do not offer a formal Service Level Agreement (SLA) by default, we apply internal standards to ensure a high level of service across our platforms:
- Availability: We aim for an annual uptime of 99.9%, excluding scheduled maintenance windows.
- Monitoring: All systems are continuously monitored. Our TechOps team is alerted immediately if any issues occur and acts swiftly to resolve them.
- Maintenance: We distinguish between two types of maintenance:
- Scheduled adaptive maintenance (e.g. software upgrades or performance improvements), usually performed during off-peak hours;
- Unscheduled corrective maintenance (e.g., urgent patches or bug fixes) may be required in response to an incident.
- Incident communication: In the event of a disruption, we communicate transparently via our status page, including updates on impact and resolution progress.
- Response & Support: For any questions or issues, please visit our contact page. Our support team is available during office hours (Monday to Friday, 09:00–17:30 CEST). We aim to respond to your request within five working hours.