Service level agreement
Availability as a promise, not by chance.
Your salon relies on what runs above your till. This overview shows the targets we operate Saloncare to, how we announce maintenance and how quickly we respond to your reports. Binding commitments are agreed in an individual agreement, for instance with chains.
Availability
A clear target, honestly calculated.
We run Saloncare on Cloudflare infrastructure; close to the user, fast and resilient. Our availability target describes the uptime we aim for.
We aim for an availability target of 99.9 per cent as a monthly average for the platform. That figure is a target, not an automatic credit; planned maintenance is excluded before the calculation. The table below puts the target into tangible downtime.
| Availability target | maximum downtime per month | maximum downtime per year |
|---|---|---|
| 99.9 % | around 43 minutes | around 8.8 hours |
| 99.95 % (for chains on request) | around 22 minutes | around 4.4 hours |
Example figures for illustration; the binding target and any credits are set out in the relevant contract.
At a glance
The key figures at a glance.
Maintenance
Planned maintenance, announced rather than sprung on you.
We deliberately place updates and maintenance in periods of low salon activity. You should benefit from improvements without feeling them during a busy day.
- Planned maintenance windows are usually at night or early in the morning, outside typical salon opening hours.
- Maintenance with foreseeable impact is normally announced at least 48 hours in advance, by email and in the product.
- Most updates run without noticeable interruption; larger work is bundled and kept short.
- Emergency maintenance for acute security or stability issues can happen without notice; we inform you as early as possible.
- We make the current operating status and past incidents transparent on request.
Support
Response times by severity.
How quickly we respond depends on the severity of the incident; for chains we agree shorter times. The times below are targets for the first response, not for the final resolution.
We distinguish four severity levels. Critical means the platform is unusable; high, that a central function has failed; medium, that a function is restricted; low covers questions and smaller anomalies. The times apply within support hours, Monday to Friday, 9am to 6pm CET, unless agreed otherwise.
| Severity | Pilot, Pro and Light | Chains by agreement |
|---|---|---|
| critical | up to 4 hrs | up to 1 hr, including outside business hours |
| high | up to 8 hrs | up to 4 hrs |
| medium | up to 1 working day | up to 8 hrs |
| low | up to 2 working days | up to 1 working day |
Example targets for the first response; the binding times follow the agreed plan or the individual agreement.
Escalation
When it is urgent, you know where to turn.
Critical incidents follow a fixed path. Nothing is left lying, and you always know who is on it.
- Report. You report the incident through the support inbox or, for chains with an individual agreement, through the agreed emergency channel. We confirm receipt.
- Classification. We assign the severity and give you a first assessment and the next step.
- Work. A responsible contact takes over; in critical cases we bring in the team that knows the affected component best.
- Updates. For critical incidents we update you at regular intervals until the fix is in place.
- Follow-up. After resolution we document the cause and the measures taken; on request you receive a summary.
For chains we agree named contacts, emergency numbers and escalation levels by name in the contract.
Binding force
What is here, and what is in the contract.
This page gives an overview of our operating targets and response times. It is guidance, not a contractual warranty. Binding service levels with guaranteed availability, credit arrangements and named escalation paths are agreed within an individual agreement, for instance with chains.
If you have questions about a commitment for your salon or your group, talk to us. We will explain openly what we can hold to and how we measure it.
Questions
Frequently asked questions.
Is the 99.9 per cent availability target guaranteed?
It is a target we operate the platform to. A contractually guaranteed availability, including credits if it is not met, is agreed in an individual agreement.
How is availability calculated?
As a monthly average, with planned and announced maintenance windows excluded. Emergency maintenance is handled transparently and reported as early as possible.
When does maintenance take place?
As a rule at night or early in the morning, outside typical salon hours. Maintenance with foreseeable impact is normally announced at least 48 hours in advance.
How quickly do you respond to a critical incident?
In the plans within 4 hours as a target for the first response; for chains, by agreement, within 1 hour and outside business hours as well.
What do the severity levels mean?
Critical means the platform is unusable; high, a central function has failed; medium, a function is restricted; low covers questions and smaller anomalies.
Is there an emergency channel outside business hours?
For chains we agree a dedicated emergency channel with extended availability on request. In the Pilot, Pro and Light plans, support hours are Monday to Friday, 9am to 6pm CET.
Will I get status updates during an incident?
For critical incidents we update you at regular intervals until the fix is in place, and afterwards document the cause and the measures taken.
Where does the SLA become binding?
In an individual agreement, for instance with chains. There we set the availability commitment, response times, maintenance rules and named escalation paths down in legally binding form.
The world's best salons run on Saloncare®.