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.

We commit to no particular level of availability and offer no service credits, on any plan. This does not limit your statutory rights, as a consumer, when the service does not conform to the contract, or the refunds the Terms of Service give.

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 “Report a problem” in the sidebar 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.

We back up the database every night and keep the last 7 daily and 4 weekly copies, so no copy is older than 35 days. The copies are kept on the same server as the service, so they protect against mistakes and damaged data but not against the loss of that server, and they do not include the images attached in chats. We commit to no time within which a restore is done and to no point in time it returns to. Keep your own exports of work you cannot afford to lose.

• 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.