Service Level Agreement

This Service Level Agreement forms part of the Terms of Service. It covers the cloud service: the web app, the API the web and desktop apps use, and the stored projects. It does not cover your devices, your network, or the AI tool the desktop app runs against.

While access is invite-only and no plan is charged, we commit to no particular level of availability and no service credits apply. When paid plans begin, their commitments will be stated here before any charge is made.

Planned maintenance that interrupts the service is announced to affected customers at least 24 hours in advance and scheduled outside 8:00–18:00 Central European Time on working days where possible. Urgent security fixes may be applied at any time.

Reach us through “Send feedback” in the account menu or by email at info@throughplan.com. Support hours are 9:00–17:00 Central European Time, Monday to Friday, except Slovak public holidays. We aim to give a first response within:

• Critical — the service is unavailable or data is at risk: 4 support hours.
• Major — an important feature does not work and there is no workaround: 1 working day.
• Minor — questions, cosmetic problems and suggestions: 3 working days.

If an outage affects you, we tell you what happened as soon as we reasonably can. If an incident affects personal data in your workspace, we notify you as described in the Data Processing Addendum.

• Problems with your device, your network, or the AI tool and provider you use.
• Use of the service in breach of the Terms of Service.
• Events beyond our reasonable control, such as outages of our hosting provider or wider internet failures.
• Announced maintenance and urgent security fixes.