Consilaris service level. Honest about what we promise.

1. Nature of the document

This document sets out the service level of the Consilaris service provided by MIVARE GROUP PROSTA SPÓŁKA AKCYJNA, with its registered office in Krasnobród, KRS 0001268091, NIP 9223092251, REGON 545767254, operating under the Consilaris brand, hereinafter “Mivare”. The SLA forms part of the Contract concluded on the terms of the Consilaris Terms of Service (CNS-LEG-001).

The service is provided on a best-effort basis. Mivare exercises due diligence to ensure that the Application operates without interruption and without errors, but in the current version of the service it does not guarantee a specific level of availability, response time or failure resolution time and does not grant service credits. Mivare declares only processes it actually applies.

The Application runs on a virtual server of an infrastructure provider in the European Union that does not contractually guarantee any specific level of availability. Mivare does not promise more than its provider ensures and therefore does not declare a percentage availability level. Increasing the server's resources or moving the Application to another server may require an interruption, which Mivare plans in accordance with section 3.

Given the deadlines the Law Firm works with, Mivare recommends that the Law Firm maintains its own plan for periods when the Application is unavailable, in particular by periodically downloading a data export and having access to upcoming deadlines outside the Application.

2. Availability of the Application

The Application is available 24 hours a day, seven days a week, subject to planned maintenance and failures.

Mivare takes remedial action promptly after a failure is detected or reported.

Availability does not cover unavailability resulting from causes on the Law Firm's side (hardware, software, connections, network configuration), from the actions of internet network operators and external services over which Mivare has no control, including public administration and court systems, from planned maintenance or from force majeure.

3. Planned maintenance

Maintenance work requiring the Application to be unavailable is, where possible, scheduled by Mivare outside 7:00–20:00 Europe/Warsaw time on working days.

Mivare gives at least 72 hours' notice of planned maintenance longer than 15 minutes, by a message in the Application or by e-mail to the Account Administrators. Urgent security patches may be deployed without notice if a delay would increase the risk to data.

4. Technical support

Requests are accepted at biuro@consilaris.pl 24 hours a day. Requests are handled on working days from Monday to Friday, 9:00–17:00 Europe/Warsaw time, excluding public holidays in Poland.

A request should indicate the Firm Account, the person reporting, a description of the problem, the time it occurred and, if possible, the steps leading to the error and a screenshot. Passwords, authentication codes and information covered by professional secrecy should not be attached to a request; if explaining the problem requires viewing data, Mivare's staff obtain such access only on the terms of the Data Processing Agreement (CNS-LEG-003).

Support is provided in Polish and English.

5. Request priorities

• P1 critical: the Application is unavailable to all of the Law Firm's Users, or a breach of security, loss of data or disclosure of information covered by professional secrecy is suspected.
• P2 high: a key function (e.g. access to clients, cases, documents or deadlines) does not work and no workaround exists.
• P3 medium: a function error with an available workaround, or an error that does not significantly affect work.
• P4 low: a question, a request for help, a suggested change, a cosmetic error.

Mivare assigns the priority on the basis of the request description and informs the person reporting.

6. Service targets

Mivare aims to acknowledge P1 and P2 requests within 4 working hours, and other requests within 1 working day. P1 requests are handled first and, in the event of a failure affecting all Customers or a suspected security breach, also outside support hours.

The times indicated are targets, not a guarantee. The time needed to fix an error depends on its nature; Mivare keeps the person reporting informed of progress on P1 and P2 requests.

7. Backups and restoration

Mivare makes automatic backups: a database backup every hour, kept for 7 days, and a daily full backup of the database, kept for 3 days, and backs up the Application's files continuously; a deleted file remains in the backup for no more than 30 days. Backups are encrypted before being written and stored within the territory of the European Union, in a separate store kept apart from the Application server. Mivare periodically verifies that the data can be restored.

The frequency and retention period of backups describe the process applied, not a guarantee: Mivare does not undertake to any maximum period of data that may be lost in the event of a failure or to any maximum time to restore the Application (RPO and RTO).

Backups are used to restore the Application after a failure. Restoring the data of a single Firm Account at the Law Firm's request, e.g. after data has been deleted by mistake by a User, is possible where technically feasible and is not guaranteed; in many cases the Account Administrator can restore records deleted by mistake themselves, on the terms of the Data Processing Agreement. The Law Firm may download an export of its data on its own at any time.

8. Incident communication

Mivare informs Account Administrators of a P1 failure affecting multiple Customers by e-mail or by a message in the Application, indicating its scope and, once resolved, its cause and the action taken.

Personal data breaches and events that may have resulted in the disclosure of information covered by professional secrecy are notified on the terms of the Data Processing Agreement (CNS-LEG-003).

9. Right to terminate the Contract due to service quality

The Law Firm may terminate the Contract with immediate effect if, within 3 consecutive calendar months, at least 3 P1 incidents confirmed by Mivare occur for reasons attributable to Mivare.

The Law Firm submits the termination notice to biuro@consilaris.pl within 30 days of the last of those incidents. Mivare refunds the fee for the unused, prepaid period on the terms of the Payment Terms (CNS-LEG-004).

10. Changes to the SLA

Mivare may extend the service level, in particular by introducing guaranteed availability, restoration times and a service status page. Changes to the SLA are made in accordance with the procedure for changing documents provided for in the Terms of Service.

The SLA is made available in Polish and English; in the event of any discrepancy, the Polish version prevails. The current version is available at https://mivaregroup.com/en/legal/consilaris/sla/

The SLA is effective from 29 October 2026.