Service Level Agreement

How quickly we respond to support requests, how we announce maintenance, how backups work, and what we do not measure or promise as things stand today.

Service Level Agreement

Document version: 15 September 2026 This document applies from: 1 September 2026 This document replaces: the version of 13 September 2026

This document sets out what Guardiso undertakes towards the Customer as regards the availability of the Service, response times to support requests, maintenance work, backups and service credits for failure to meet those undertakings, and it also states expressly what Guardiso, as at the date of this version of the document, does not measure and does not promise.

In drawing up this document Guardiso adopted one overriding principle: this document contains only those undertakings which Guardiso is able to meet on the day it enters into force, with no changes to the product and no changes to the way work is organised. Undertakings which require tools or processes to be put in place first have been separated out into a section entitled "Commitments that enter into force later", together with the applicable dates. Guardiso takes the view that an undertaking which cannot be measured or met is worse than no undertaking at all, because it misleads the Customer as to the characteristics of the service being purchased.

Table of sections

The parties, the subject matter of this document and its place in the Agreement
Definitions
Which Plans this document applies to
What Guardiso does not measure and does not promise as at the date of this version of the document
Support — support channel, hours and manner of working
Classification of support requests
Response times and progress updates
What the response times do not cover
Maintenance work and planned interruptions of access
Procedure in the event of an outage
Backups and data restoration
Notification of personal data breaches
Service credit for exceeding the response time
Commitments that enter into force later
Reporting to the Customer and transparency
Amendments to this document
Final provisions

§ 1. The parties, the subject matter of this document and its place in the Agreement

The party bound by this document is Guardiso Michał Lewandowski, ulica Święty Marcin 29 lokal 8, 61-806 Poznań, Poland, tax identification number (NIP) 6060011996, a sole trader entered in the Central Registration and Information on Business (Centralna Ewidencja i Informacja o Działalności Gospodarczej), operating under the Guardiso brand. Referred to below as Guardiso.
The party entitled under this document is the Customer within the meaning of the Terms of Service, using the Service under the Plan indicated in § 3, for the duration of the Subscription.
The email address competent for all matters covered by this document: kontakt@guardiso.com. The address of the website on which the Service is made available: https://guardiso.com.
This document constitutes the Service Level Agreement referred to in § 3(5) and in § 23(1)(3) of the Terms of Service. Under the Terms of Service, Guardiso's undertaking to a specified level of availability, to specified response times to support requests and to service credits for failure to meet them arises exclusively from this document and only to the extent described in it. It is this document that determines which Plans it applies to and to what extent — that is done by § 3.
In the order of precedence of documents adopted in the Terms of Service, this document takes precedence over the Terms of Service only as regards availability, response times, service credits and data restoration, and only in relation to a Customer to whose Plan this document applies in accordance with § 3. In all other matters the Terms of Service apply. In matters of personal data protection, the Data Processing Agreement takes precedence over this document, and in matters of retrieval, release and deletion of Customer Data, the document "Rules on exit from the service and data portability" ("Zasady wyjścia z usługi i przeniesienia danych") applies.
This document does not modify or limit the rights vested in the Customer under mandatory provisions of law, including the rights of a Protected Customer and the right to submit a complaint on the terms described in the Terms of Service.
Terms written in this document with an initial capital letter and not defined in it have the meaning given to them in the Terms of Service.

§ 2. Definitions

The terms used in this document have the following meanings:

Business Day — a day from Monday to Friday, excluding days that are public holidays in the Republic of Poland.
Support Hours — the hours from 9:00 to 17:00 on a Business Day. All periods in this document are calculated according to the time in force in the Republic of Poland, that is according to the Europe/Warsaw time zone. Guardiso does not maintain an on-call service outside Support Hours.
Business Hour — a full clock hour falling within Support Hours. A day comprises eight Business Hours. Time falling outside Support Hours is not counted towards the running of periods expressed in Business Hours or in Business Days, and the running of the period resumes at the start of the next Support Hours.
Support Channel — the email address kontakt@guardiso.com. This is the only channel in which Guardiso accepts Support Requests covered by the response times set out in § 7.
Support Request — a message from the Customer sent through the Support Channel, containing the elements indicated in § 5(4), describing a malfunction in the operation of the Service or a question concerning the use of the Service.
Response Time — the time counted from the moment a Support Request is delivered to the Support Channel until the moment Guardiso sends the first substantive human reply. An automatic acknowledgement of receipt of a message is not a response within the meaning of this document.
Outage — a state in which the Platform at https://guardiso.com does not respond, or responds with an error preventing logging in and using the basic functions, for reasons attributable to Guardiso or to its infrastructure providers.
Scheduled Maintenance — maintenance, update or upgrade activities carried out by Guardiso within a time window determined in advance and announced in accordance with § 9.
Urgent Security Maintenance — activities undertaken without prior announcement in order to remove a vulnerability or to halt a threat to data security, where delay would increase the risk.
Net Monthly Fee — the net fee for the Subscription attributable to one month. Where the Billing Period is twelve months, the Net Monthly Fee is one twelfth of the annual net fee.

§ 3. Which Plans this document applies to

This document applies to a Customer using the Professional Plan and the Enterprise Plan. For the Professional Plan, this document forms part of the Agreement concluded upon purchase. For the Enterprise Plan, this document constitutes a baseline which a separate agreement may extend; it may not, however, reduce that baseline below the level described here.
The following apply to a Customer using the Starter Plan: §§ 1, 2 and 4, § 5, § 6, § 7(2) to (6), § 8, § 9, § 10, § 11, § 12, § 16 and § 17. A Customer using the Starter Plan is not entitled to the service credit referred to in § 13, nor to the statement referred to in § 15, nor to the right of termination described in § 14(4).
Only the following apply to the use of the Service during the Trial Period: §§ 1, 2 and 4 (the definitions and the express statement of what Guardiso does not measure and does not promise), § 5 (support channel and support hours), § 9 (announcement of maintenance work), § 11 (backups), § 12 (notification of personal data breaches) and §§ 16 and 17. During the Trial Period Guardiso does not undertake to meet any Response Time and does not grant a service credit or a statement. That limitation follows from the free-of-charge nature of the Trial Period and does not deprive the Customer of statutory rights or of the complaint rights described in the Terms of Service.
Summary table:

Element	Trial Period	Starter Plan	Professional Plan	Enterprise Plan
Support Channel under § 2(4)	yes	yes	yes	yes, and in addition a contact person named individually in a separate agreement
Response Time for a critical support request	no time undertaking	1 Business Day	4 Business Hours	4 Business Hours
Response Time for high, medium and low support requests	no time undertaking	no time undertaking	in accordance with § 7	in accordance with § 7
Progress updates on a critical matter	no	no	yes, every Business Day	yes, every Business Day
Announcement of Scheduled Maintenance	yes	yes	yes	yes
Backups described in § 11	yes	yes	yes	yes
Statement on request under § 15	no	no	yes, once per Billing Period	yes, once per Billing Period
Service credit under § 13	no	no	yes	yes
Cooperation review	no	no	no	yes, once a quarter, remotely, at the Customer's request
Undertaking to a percentage availability level	no	no	no, until the time described in § 14	no, until the time described in § 14

Guardiso does not differentiate the level of security measures, the frequency of backups or the deadline for notifying personal data breaches according to the Plan. These elements are the same for all Customers.

§ 4. What Guardiso does not measure and does not promise as at the date of this version of the document

Guardiso declares that, as at the date of this version of the document, the factual position is as follows:

Area	Factual position	Effect on undertakings
Continuous measurement of the availability of the Service	Not carried out. Guardiso does not measure the availability of its own Service with any tool and does not produce availability statements	Guardiso does not undertake to meet a percentage availability level and does not provide for a service credit for availability. The date for launching measurement is indicated in § 14
Automatic outage alerting	Not operational. The alert rules are disabled and the list of alert recipients is empty	Guardiso learns of an Outage primarily from Customer Support Requests. The significance of a Support Request is described in § 10
Documented test of data restoration from a backup	Has not been carried out to date	Guardiso does not declare a guaranteed time to restore operation or a guaranteed scope of data restoration. Details in § 11
Round-the-clock on-call service and a response team	Do not exist. Matters are accepted during Support Hours	All periods in this document are counted in Business Hours and in Business Days. Guardiso does not promise a response at night, at weekends or on public holidays
Periodic penetration testing	Not carried out on a fixed cycle	Guardiso makes no undertaking in this document as to the frequency of penetration testing
Public Service status page	Does not exist	Guardiso communicates information about Scheduled Maintenance and about outages by email, in the manner described in §§ 9 and 10

Guardiso declares that the information contained in subsection 1 corresponds to the factual position as at the date of this version of the document, and that it regards the giving of an undertaking based on a measurement which Guardiso does not carry out as misleading the Customer as to the characteristics of the Service.
Guardiso undertakes to update the content of subsection 1 upon each change in the factual position, and at the latest upon the launch of the undertakings indicated in § 14. Guardiso further undertakes to bring its own sales and information materials into line with the factual position described in subsection 1. Where a Customer is bound by a separate written agreement concluded with Guardiso containing its own undertaking as to availability, the content of that agreement applies to such a Customer until it is amended.

§ 5. Support — support channel, hours and manner of working

Support is provided by email, through the Support Channel, during Support Hours. Guardiso does not provide telephone support or round-the-clock support.
Support covers: receipt and classification of the Support Request, establishing the cause of the malfunction, indicating a workaround where one is possible, and informing the Customer of progress to the extent described in § 7.
Support requests submitted through a channel other than the Support Channel, in particular through the form available in the Platform, in a message to a person handling sales or on another website, are not covered by the response times set out in § 7. Guardiso deals with them as far as possible, without any time undertaking. This provision does not apply to complaints, to which the time limits set out in the Terms of Service apply.
A Support Request should contain:
1. the name of the Organisation to which it relates;
2. the email address of the person submitting it, who must be a User of that Organisation;
3. a description of the malfunction and an indication of when it occurred;
4. the address of the screen on which it occurred, if known;
5. the proposed severity of the Support Request in accordance with § 6;
6. in the case of a critical Support Request — the word "KRYTYCZNE" at the beginning of the subject line of the message.
The requirement in subsection 4 point 6 serves to make a critical Support Request recognisable without reading the whole of the correspondence, and is a condition for the shortened Response Time to run. A critical Support Request without that marking is dealt with according to the Response Time applicable to high severity.
The absence of any of the other elements indicated in subsection 4 is not a ground for refusing to deal with the Support Request. In such a case Guardiso asks for the Support Request to be supplemented, and the Response Time runs from the delivery of the original Support Request.
Support requests submitted before the day this document enters into force are not covered by the response times set out in § 7. The manner and the time limit for dealing with them are set out in § 14(2) point 5.

§ 6. Classification of support requests

Support Requests are divided into four severities:

Severity	What it means
Critical	The Platform is unavailable to all Users of the Organisation, Customer Data is lost or damaged, or there are reasonable grounds to suspect unauthorised access to Customer Data
High	A material function of the Plan does not work and the Customer has no way of working around it. Work in the Platform is significantly impeded
Medium	A function works defectively but a workaround exists, or the malfunction affects a single User or a single document
Low	A comment, a proposal for a change, an error in content or a minor inconvenience which does not affect the ability to use the Service

The severity is proposed by the Customer in the Support Request. Guardiso confirms it or changes it in its first reply, together with the reasons for the change.
The Response Time for the first Support Request is measured according to the severity indicated by the Customer, provided that the Support Request contains the elements set out in § 5(4). Further undertakings, including progress updates, run according to the severity confirmed or changed by Guardiso.
If the Customer does not agree with a change of severity, it may object through the Support Channel. Guardiso responds to the objection within one Business Day. A dispute as to severity does not suspend work on the Support Request.
Guardiso may not lower the severity of a Support Request solely in order to extend the Response Time. Where a lowering of severity is subsequently found to be unjustified in complaint proceedings, the Response Time is assessed according to the severity originally indicated by the Customer.

§ 7. Response times and progress updates

For a Customer using the Professional Plan and the Enterprise Plan, Guardiso undertakes to meet the following Response Times:

Severity of the Support Request	Response Time	Progress updates until the matter is closed
Critical	4 Business Hours	every Business Day
High	1 Business Day	every 5 Business Days
Medium	3 Business Days	at the Customer's request
Low	5 Business Days	no undertaking

For a Customer using the Starter Plan, Guardiso undertakes to meet a Response Time of 1 Business Day for a critical Support Request. For the remaining severities, Guardiso uses its best efforts to reply within a reasonable time, without any time undertaking. The complaint handling time limits arising from the Terms of Service apply independently.
The Response Time starts to run at the moment the Support Request is delivered to the Support Channel and, where delivery took place outside Support Hours, at the start of the next Support Hours. Example: a critical Support Request delivered on a Friday at 16:00 requires a response by 12:00 on the next Monday which is a Business Day, because one Business Hour remains until the end of Friday and the remaining three fall on the Monday.
Guardiso does not undertake to meet a time limit for removing a malfunction. The undertaking concerns the response and progress updates. Guardiso proceeds to remove the malfunction without undue delay, it being understood that the time for its removal depends on the cause of the malfunction, including the involvement of external providers, and cannot be determined in advance in a way that could be met. This provision does not limit the Customer's rights arising from a lack of conformity of the Service with the Agreement under the Terms of Service and under the provisions on digital services contained in the Polish Consumer Rights Act of 30 May 2014 (ustawa z dnia 30 maja 2014 roku o prawach konsumenta), to the extent that they apply.
Progress updates consist in sending, through the Support Channel, a message indicating: what has been established, what is being done and what Guardiso expects from the Customer. A message lacking these elements does not constitute performance of the obligation under subsection 1.
Guardiso closes a Support Request after sending the Customer information on how the matter has been dealt with. The Customer may reopen the Support Request within 10 Business Days of its closure if the malfunction persists; a reopened Support Request retains its original severity.

§ 8. What the response times do not cover

The response times set out in § 7 do not run, and Guardiso does not bear the consequences of exceeding them, to the extent that the delay results from:
1. force majeure within the meaning of the Terms of Service, including a large-scale failure of an infrastructure provider, of the power grid or of inter-operator connections;
2. causes attributable to the Customer, including a failure of its connection, its network configuration, blocking software, an unsupported browser version and a failure to meet the technical requirements described in the Terms of Service;
3. the Customer's failure to cooperate, including a failure to provide the information necessary to reproduce the malfunction despite a request to do so — for the time spent awaiting the Customer's reply;
4. suspension of access effected in accordance with the Terms of Service, in particular on account of payment arrears;
5. submission of the Support Request outside the Support Channel or without the marking required under § 5(4) point 6, to the extent described in § 5(3) and (5);
6. Scheduled Maintenance announced in accordance with § 9 — for the duration of the announced window.
Guardiso informs the Customer through the Support Channel of the occurrence of a circumstance referred to in subsection 1, indicating which circumstance the suspension of the running of the time limit relates to and from what moment. In the absence of such information, the time limit is deemed to have run normally.
The exclusions set out in subsection 1 are subject to strict interpretation. In case of doubt, it is assumed that the time limit ran.

§ 9. Maintenance work and planned interruptions of access

Guardiso deploys most updates to the Service without interrupting access to the Platform. Only work in which Guardiso anticipates an Outage or a material limitation of functions requires announcement.
Guardiso announces Scheduled Maintenance at least three Business Days in advance, by email sent to the addresses of the Account Owners in the Customer's Organisation. The announcement indicates: the date, the start time and the anticipated duration of the window, the scope of the work and the expected impact on the availability of functions.
The Scheduled Maintenance window falls between 22:00 and 6:00, so far as possible on the night from Friday to Saturday or from Saturday to Sunday.
Guardiso plans the work in such a way that its total duration does not exceed four hours in a calendar month. Guardiso justifies to the Customer, in the announcement, any excess over that limit.
Urgent Security Maintenance may be carried out by Guardiso without prior announcement. Guardiso informs the Customer of its performance, of its cause and of its impact on availability immediately after it has been completed, and no later than within one Business Day.
Maintenance work carried out by the infrastructure provider, over the timing of which Guardiso has no influence, is communicated by Guardiso to the Customer immediately after receiving information from the provider. The time limit set out in subsection 2 does not apply to it.
Whether maintenance work counts towards availability. Guardiso does not currently measure availability, and accordingly Scheduled Maintenance windows have today no effect on any indicator or on settlement. From the day measurement is launched, as referred to in § 14, the following rule applies: the duration of a Scheduled Maintenance window announced in accordance with subsection 2 is not counted as unavailability, whereas an unannounced Outage, and also the part of a window exceeding the duration stated in the announcement, are counted as unavailability. The duration of Urgent Security Maintenance is counted as unavailability.

§ 10. Procedure in the event of an outage

Guardiso informs the Customer that, as at the date of this version of the document, automatic outage alerting is not operational, as described in § 4(1). This means that Guardiso learns of an Outage primarily from Customer Support Requests. Reporting an Outage through the Support Channel is therefore material to the speed at which action is taken.
Upon becoming aware of an Outage, Guardiso:
1. confirms to the Customer that the matter has been accepted, within the Response Time applicable to critical severity;
2. proceeds to remove the cause without undue delay, during Support Hours and, so far as possible, also outside them, it being understood that outside Support Hours Guardiso gives no time undertaking;
3. informs the Customer that the Outage has ended;
4. at the request of a Customer using the Professional Plan or the Enterprise Plan, provides a written summary of the incident within five Business Days of its end, indicating the duration, the established cause and the action taken in order to reduce the risk of recurrence.
Guardiso does not undertake to detect an Outage within a specified time. Such an undertaking would require continuous measurement, which Guardiso does not carry out. The date for launching measurement and alerting is indicated in § 14.

§ 11. Backups and data restoration

What Guardiso does. Backups of the Platform database are created automatically once a day and are retained for seven days, after which they are overwritten in the normal cycle. Backups are stored in the Warsaw region at the infrastructure provider and are covered by the same safeguards as production data. This provision is consistent with Annex No. 1 to the Data Processing Agreement.
What the undertaking in subsection 1 does not cover. The undertaking concerns the Platform database. The scope of backups of files stored in object storage, including attachments uploaded by the Customer, requires separate confirmation and is not covered by any undertaking in this document. The Customer is advised to download copies of documents itself using the export functions available in the Platform.
What Guardiso has not confirmed by testing. Guardiso has not to date carried out a documented test of data restoration from a backup. For that reason Guardiso does not declare a guaranteed time to restore the operation of the Service after a failure or a guaranteed scope of data restoration. Stating such values without a prior test would be an undertaking not based on any measurement.
What Guardiso undertakes to do in the event of data loss. Upon receiving a Support Request concerning loss or damage of Customer Data for reasons attributable to Guardiso, Guardiso:
1. proceeds to attempt restoration immediately, during Support Hours, and confirms to the Customer that the attempt has begun, within the Response Time applicable to critical severity;
2. informs the Customer of progress every Business Day until the attempt is concluded;
3. informs the Customer plainly and without delay if restoration of the data in whole or in part proves impossible, indicating the scope concerned and the cause;
4. upon conclusion of the matter, provides a written summary on the terms set out in § 10(2) point 4.
Limitation arising from encryption. The Customer's personal data is protected by an encryption key assigned to its Organisation. If the Customer has made use of key deletion, in particular in order to exercise the right to erasure of data, restoration of data encrypted with that key is permanently impossible, including from a backup. Guardiso informs of this before carrying out such an operation.
Guardiso will make the result of the first restoration test carried out available to the Customer on request. The date for carrying out the test is indicated in § 14.

§ 12. Notification of personal data breaches

Guardiso notifies the Customer of a breach of the protection of personal data entrusted to Guardiso by the Customer without undue delay and no later than within 48 hours of Guardiso establishing the breach, on the terms and with the content described in the Data Processing Agreement.
The time limit set out in subsection 1 runs from the moment Guardiso establishes the breach, and not from the moment it occurs. Guardiso does not maintain a round-the-clock on-call service, which has an effect on the time taken to detect a breach and has been taken into account in setting that time limit.
In the event of a discrepancy between this document and the Data Processing Agreement in matters of personal data protection, the Data Processing Agreement prevails.
The provisions of this section do not modify the Customer's obligation as controller arising from Article 33 of the General Data Protection Regulation.

§ 13. Service credit for exceeding the response time

A service credit is available only to a Customer using the Professional Plan or the Enterprise Plan and only for exceeding the Response Time specified in § 7(1).
Guardiso does not provide for a service credit for failure to meet an availability level, because it does not measure availability. The introduction of such a credit requires measurement to be launched first and will take place in the manner described in § 14.
Amount of the service credit:

Event	Credit against the Net Monthly Fee
Exceeding the Response Time for a critical Support Request	5 per cent for each such Support Request
Exceeding the Response Time for a Support Request of high severity	2 per cent for each such Support Request
Total credit for one Billing Period	no more than 20 per cent

Method of measurement. The Response Time is established on the basis of: the date and time of delivery of the Support Request to the Support Channel and the date and time of dispatch of Guardiso's first substantive reply, as shown by the parties' email correspondence. Both parties hold that correspondence, and accordingly compliance with the undertaking can be verified by each of them without the involvement of the other.
How to claim. The Customer submits a request for a service credit through the Support Channel within 30 days of the end of the calendar month in which the excess occurred. The request indicates: the subject and date of the Support Request, the date and time of Guardiso's reply and the severity of the Support Request. Failure to submit the request within that period causes the right to a service credit for the month concerned to expire.
Consideration. Guardiso considers the request within 14 days of receiving it and informs the Customer of the outcome together with the reasons. Rejection of the request does not close to the Customer the complaint procedure described in the Terms of Service or recourse to the courts.
Settlement. A credit that is granted reduces the next Subscription invoice. If the Agreement ends before such an invoice is issued, Guardiso refunds the amount of the credit to the Customer's bank account within 14 days of the end of the Agreement.
The service credit is the Customer's sole claim in respect of exceeding the Response Time. That limitation does not apply:
1. to damage caused intentionally, in accordance with Article 473 § 2 of the Polish Civil Code (Kodeks cywilny), or to gross negligence;
2. to a Protected Customer, to whom the consumer protection provisions apply, including Article 385¹ of the Polish Civil Code, applied on the basis of Article 385⁵ of the Polish Civil Code;
3. to rights arising from a lack of conformity of the Service with the Agreement under the Terms of Service and under mandatory provisions of law.
No service credit is available for a period in which the Customer was in arrears with payment and access to the Service was suspended in accordance with the Terms of Service.

§ 14. Commitments that enter into force later

Guardiso undertakes to launch the mechanisms indicated below by the dates given. Until the day of launch they do not constitute an undertaking as to the level of the service and cannot form the basis of a claim for a service credit. Guardiso has adopted this approach because it regards stating the date on which a mechanism will start working as more honest than promising the operation of something that does not exist today.
List of commitments and dates:

No.	What Guardiso will launch	Date	How the Customer can check it
1	Continuous measurement of the availability of the Platform, carried out from a point outside Guardiso's infrastructure, at intervals no less frequent than every five minutes, with the results recorded	by 1 December 2026	Guardiso will inform a Customer covered by the Professional Plan or the Enterprise Plan that measurement has been launched and will make a statement for a full month available on request
2	Outage alerting — designation of the person receiving the alert and enabling of the alert rules for unavailability of the Platform	by 1 December 2026	Guardiso will state, in the statement referred to in point 1, the date on which alerting was enabled
3	The first documented test of data restoration from a backup, concluded with a written record indicating the actual restoration time and the actual scope of the data restored	by 31 March 2027	Guardiso will make the record available to the Customer on request and will update § 11 with the values resulting from the test
4	An undertaking to a percentage availability level together with a service credit for failure to meet it, based on the results of the measurement referred to in point 1 covering at least three full months	by 1 April 2027, in the form of an amendment to this document	Guardiso will announce the amendment in the manner set out in § 16, together with the measurement data on which the level was based
5	Handling of outstanding support requests — review of, and a reply to, all Customer support requests received before the day this document enters into force which have remained unanswered	by 31 October 2026	The Customer will receive a reply to each of its outstanding support requests through the Support Channel

The availability level referred to in subsection 2 point 4 will be determined on the basis of actual measurement results, and not on the basis of a value assumed in advance. Guardiso undertakes not to announce a level higher than that resulting from those measurements.
If Guardiso does not launch a mechanism indicated in subsection 2 within the date given, a Customer using the Professional Plan or the Enterprise Plan may terminate the Subscription with immediate effect within 30 days of the expiry of that date. In such a case Guardiso refunds the net fee for the unused part of the Billing Period, calculated in proportion to the number of remaining days, within 14 days of the termination. That right is the sole consequence of failure to meet a date set out in subsection 2.
Guardiso notifies the Customer of the launch of each of the mechanisms referred to in subsection 2 by email, to the addresses of the Account Owners, within 14 days of the launch.

§ 15. Reporting to the Customer and transparency

At the request of a Customer using the Professional Plan or the Enterprise Plan, submitted through the Support Channel, Guardiso provides once per Billing Period a written statement covering:
1. a list of that Customer's Support Requests accepted in the period, together with the severity, the date of delivery and the date of the first substantive reply;
2. a list of Scheduled Maintenance and Urgent Security Maintenance carried out in the period, together with its duration;
3. a list of Outages of which Guardiso became aware in the period;
4. confirmation that backups are being made in accordance with § 11(1);
5. after the launch of the measurement referred to in § 14(2) point 1 — an availability statement for the period.
Guardiso provides the statement within 10 Business Days of receiving the request.
The statement is prepared on the basis of the data which Guardiso actually holds. Guardiso does not include in the statement estimated values or values assumed in advance, and expressly indicates those items for which it does not carry out measurement.
The Customer may use the statement as evidence in the information security management system operated by it, including in audit proceedings.

§ 16. Amendments to this document

Guardiso may amend this document for important reasons, which include in particular: the launch of the mechanisms indicated in § 14, a change in the scope of the Service, a change of infrastructure provider, a change in the provisions of law and the need to remove ambiguities.
Guardiso notifies the Customer of an amendment by email, to the addresses of the Account Owners, at least 30 days in advance of its entry into force, providing the text of the amended document and a summary of the changes.
An amendment which lowers the level of the service entitles the Customer to terminate the Subscription with effect as of the day the amendment enters into force. In such a case Guardiso refunds the net fee for the unused part of the Billing Period, calculated proportionally, within 14 days.
An amendment which raises the level of the service, including the launch of the undertakings set out in § 14, enters into force on the day it is announced and does not require the period set out in subsection 2 to be observed.
Support Requests delivered before an amendment enters into force are governed by this document in its previous wording.

§ 17. Final provisions

This document applies to Agreements concluded after the day of its entry into force and to Agreements in progress, subject to the period set out in § 16(2).
All statements and notifications provided for in this document are made by the parties by email: Guardiso to the email address of the Account Owner, the Customer to kontakt@guardiso.com.
The invalidity or ineffectiveness of any provision does not affect the validity of the remaining provisions. In place of an invalid provision, the relevant provision of law applies and, in the absence of such a provision, the provision closest to the intention of the parties.
The governing law is Polish law. The competent court is determined in accordance with the Terms of Service.
This document does not limit the rights of a Protected Customer. A provision less favourable to a Protected Customer than a provision of statute is not binding on that Customer.
Guardiso holds a certificate of conformity of its information security management system with the ISO/IEC 27001 standard, issued by TÜV NORD, valid from 17 July 2026 to 16 July 2029. This information is provided for information purposes only and does not constitute an undertaking as to any particular level of availability of the Service or as to values not stated expressly in this document.