CFO asks: What SLA does Empatyzer offer and what if you miss it?

Empatyzer supports communication and is not part of critical business infrastructure. We typically offer a yearly availability target of around 95%, reflecting the product's moderate operational requirements. Specific SLA parameters — including target availability and response times — are defined in the contract and can be tailored to your needs. The primary remediation for excessive downtime is extending the licence by the period the service was unavailable beyond agreed thresholds. We do not routinely apply financial penalties for short interruptions because the product is not critical, though settlement terms can be negotiated. Security incidents are handled according to procedures and clients are informed without undue delay, no later than five business days after detection. Customer data is hosted in AWS within the European Union and stored in separate encrypted buckets per client. We do not use corporate data to train models, and administrative access is tightly audited and logged. Deployment does not require extensive IT work or long integrations, which lowers operational risk for the client. For CFOs it is important to specify in the contract the availability level, failure definition, measurement window, and compensation mechanisms. We recommend a one-year minimum contract to enable realistic measurement and SLA settlement. If you require stronger operational guarantees, we can include specific response and escalation times and availability reports in the contract.

In short: standard SLA is about 95% availability; if agreed downtime limits are exceeded we compensate by extending the licence; exact response and escalation times are agreed in the contract.