Cetmix Tower — Service Level Agreement (SLA)

1. Purpose

This Service Level Agreement (“SLA”) defines the scope, response times, and responsibilities related to technical support services provided by Cetmix OÜ (“Cetmix”) to clients using the Cetmix Tower software under a valid commercial license.

2. Scope of Support

2.1 Covered

Support under this SLA covers:

• Malfunctions, bugs, or performance issues in Cetmix Tower core code.
• Issues in YAML snippets, Flight Plans, or Commands developed and maintained by Cetmix.
• Guidance related to configuration and operation of officially supported Cetmix Tower features.

2.2 Not Covered

Support under this SLA does not cover:

• Third-party Odoo modules or integrations.
• Custom code or YAML snippets developed by third parties or clients.
• General Odoo support, hosting configuration, or system administration tasks.
• Questions already addressed in public documentation.

For issues outside the scope above, Cetmix may offer consulting or custom development services under separate terms.

2.3 Initial Assistance

If the root cause of a production incident is unclear, Cetmix will provide initial diagnostic assistance to help determine whether the issue originates within the Cetmix Tower software or external components. If the issue is later confirmed to be caused by third-party code, custom YAML snippets, or client infrastructure, Cetmix may:

• Offer resolution guidance as a courtesy; or
• Propose a paid consulting engagement for remediation.

For Pro and Enterprise clients, initial assistance includes up to one hour of diagnostic effort per incident at no extra cost.

3. Support Channels

Clients may contact Cetmix through the following channels:

• Email: (provided upon contract activation)
• Helpdesk portal: (provided upon contract activation)
• Telegram chat: available for ongoing incidents or ticket follow-up only.

Each client must designate one technical contact person authorized to communicate with the support team.

4. Service Levels

Business hours mean 09:00–17:00 Central European Time (CET), Monday to Friday, excluding Estonian public holidays. For customers in other time zones, response times are calculated relative to these hours.

5. Incident Classification and Resolution Targets

Resolution times are best-effort targets and may vary depending on the issue complexity and client environment.

6. Fair Use Policy

The SLA applies to reasonable use per production instance. Excessive ticket volume (e.g. more than 10 new tickets per month or repetitive non-critical issues) may require:

• Upgrade to a higher SLA level, or
• A separate enterprise support contract.

Cetmix reserves the right to pause SLA response times for issues outside the defined scope or during periods awaiting client input.

7. Exclusions

Cetmix is not responsible for delays or service interruptions caused by:

• Network or infrastructure failures not controlled by Cetmix.
• Misconfiguration of hosting environments.
• Unauthorized modifications to Tower code or YAML files.
• Failure to install recommended updates.

8. Review and Updates

This SLA may be updated by Cetmix with prior notice. The latest version is always available at https://tower.cetmix.com.

9. Escalation Procedure