Service Level Agreement (SLA)

eIFUApp is committed to providing a reliable and predictable experience for our customers, including

Service Availability

The eIFUApp platform will maintain a minimum of 99.9% uptime, excluding planned maintenance windows. Scheduled maintenance will be communicated to users at least 72 hours in advance, and efforts will be made to schedule such activities during non-peak hours.


Customer support will be available 24/7 via email ( support@eifu.app ), on the website, and during business hours through a dedicated hotline.

Response Times

May be adjusted due to issue complexity, information availability, and other factors. The table below shows priority levels:

Priority Severity Response Time
1 Emergency 2 hours
2 Critical 4 hours
3 High 8 hours
4 Medium 16 hours
5 Low 48 hours
  1. Emergency: Service unavailable - all users and services unavailable. E.g. Virus infection, Server crash, Email out of service.
  2. Critical: Significant degradation of services - high number of users and/or critical business functions affected. E.g. Several pages down, Plugins not working, forms do not arrive.
  3. High: Limited degradation of services - limited number of users and/or critical business functions affected. E.g. File does not open, Page does not open, Menu does not show.
  4. Medium: Slight degradation of services - business can continue. An affected user. E.g. Page does not work for a specific user or computer.
  5. Low: Situations that do not produce a degradation of services. E.g. Bad content, Unwanted pop-up, Performance.

Data Security


User Training and Onboarding

Backup and Recovery


Updates and Enhancements


Governing Law

Last updated December 21, 2023

Download the eIFUApp General SLA (PDF)