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Maintenance & Support Policy

Last updated: February 24, 2026

Agreement Overview

This Agreement represents a Service Level Agreement ("SLA" or "Agreement") between Unicis.Tech OÜ and customers for the provisioning of IT services required to support and sustain the Software as a Service products.

This Agreement remains valid until superseded by a revised agreement mutually endorsed by the stakeholders. It outlines the parameters of all IT services covered as mutually understood by the primary stakeholders. This Agreement does not supersede current processes and procedures unless explicitly stated herein.

Goals & Objectives

The purpose of this Agreement is to ensure proper commitments and elements are in place to provide consistent IT service support and delivery to Customers.

The objectives include:

  • Provide clear reference to service ownership, accountability, roles, and responsibilities.
  • Present a clear, concise, and measurable description of service provision to the customer.
  • Align perceptions of expected service provision with actual service support and delivery.

Stakeholders

  • IT Service Provider: Unicis.Tech OÜ ("Provider")
  • IT Customer(s): Users of Unicis.Tech OÜ's SaaS products ("Customer")

Periodic Review

This Agreement is valid from the Effective Date and remains in effect until further notice. Reviews occur at least once per fiscal year. The Business Relationship Manager facilitates reviews and incorporates subsequent revisions after stakeholder approval.

  • Business Relationship Manager: Unicis.Tech OÜ
  • Review Period: Yearly (12 months)
  • Previous Review Date: -
  • Next Review Date: August 16, 2023

Service Agreement

The following service parameters are the responsibility of the Service Provider:

Service Scope

  • Monitored email support
  • Service desk support

Customer Requirements

  • Reasonable availability of customer representative(s) when resolving service incidents or requests.

Service Provider Requirements

  • Meet response times for service-related incidents.
  • Provide appropriate notification to Customer for all scheduled maintenance.

Service Assumptions

  • Changes to services will be communicated and documented to all stakeholders.

Service Management

Service Availability

  • Email support: Mon-Fri 9:00 AM - 6:00 PM CEST. Emails outside business hours will be collected but may not be actioned until the next working day.
  • Service desk support: Mon-Fri 9:00 AM - 6:00 PM CEST. Requests outside business hours will be collected but may not be actioned until the next working day.

Service Requests

  • 0-2 hours (during business hours) for issues classified as Incidents.
  • 0-8 hours (during business hours) for issues classified as Bugs.
  • 0-10 hours (during business hours) for issues classified as Service Requests.
  • Remote assistance is provided according to the above timescales, depending on the priority of the support request.