Appendix No. 1
Service Level Agreement (SLA)
To the Public Offer Agreement for Information Services
1. Availability Calculation Method
1.1. Platform availability is calculated for each calendar month as the percentage ratio of the difference between the total time in minutes for the month and the downtime to the total time in minutes for the month.
Calculation formula:
Availability = ((Total time - Downtime) / Total time) × 100%
1.2. Downtime means the total time in minutes during which the key functions of the Platform (authorization endpoints, product catalog, shopping cart, and payment gateway) were unavailable to the Buyer for reasons within the Administration’s control (server failures, application code errors), as confirmed by the Administration’s monitoring systems.
1.3. Scheduled maintenance announced at least 24 hours in advance is not included in the downtime calculation.
2. Consequences of Failing to Meet the Availability Level
2.1. If the calculated monthly availability is below 95%, any Buyer who has made at least one successful order payment during that month may submit a request to info@marketfood.online within 10 business days of the following month to receive a discount voucher for future orders. The voucher amount is determined individually by the Administration.
Guaranteed availability
95%
Minimum monthly availability level for the Platform’s key functions
Maintenance notice
24h
Minimum notice period for scheduled technical maintenance
Compensation
10%
Voucher amount if the availability level is not met
Key Platform Functions
Functions whose availability is included in the SLA calculation:
How to receive compensation?
Confirm the SLA violation
The Platform availability for the month was below 95%
Submit a request
Send your request to info@marketfood.online within 10 business days of the following month
Receive a voucher
A discount voucher for your orders placed during the previous month
Related Documents
Questions about the SLA?
info@marketfood.online