Mivare Works service level. Honest about what we promise.

1. Nature of the document

This document sets out the service level of the Mivare Works service provided by MIVARE GROUP PROSTA SPÓŁKA AKCYJNA, with its registered office in Krasnobród, KRS 0001268091, NIP 9223092251, REGON 545767254, operating under the Mivare Works brand, hereinafter “Mivare”. The SLA forms part of the Contract concluded on the terms of the Mivare Works Terms of Service (MWK-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 any specific level of availability, response time or failure resolution time and does not grant compensation (service credits). Mivare declares only the processes it actually applies.

2. Availability of the Application

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

Mivare takes remedial action without delay after a failure is detected or reported.

Availability does not cover unavailability resulting from causes on the Customer's side (equipment, software, connections, network configuration), from the actions of Internet network operators and external services over which Mivare has no control, from planned interruptions or from force majeure.

3. Planned interruptions

Maintenance work requiring the Application to be unavailable is scheduled by Mivare, where possible, outside the hours of 7:00–19:00 Europe/Warsaw time on working days.

Mivare gives at least 48 hours' notice of a planned interruption lasting longer than 15 minutes, by a notice in the Application or an e-mail message to Account Administrators. Urgent security patches may be deployed without notice if delay would increase the risk to the data.

4. Technical support

Requests are accepted at support@mivareworks.com 24 hours a day. Requests are handled on working days from Monday to Friday, between 9:00 and 17:00 Europe/Warsaw time, excluding statutory public holidays in Poland.

A request should indicate the Workshop Account, the person making the request, a description of the problem, the time of occurrence and — where possible — the steps leading to the error and a screenshot. Passwords or authentication codes should not be attached to the request.

Support is provided in Polish and English. Requests in the other languages of the Application are accepted and handled as far as possible.

5. Request priorities

• P1 critical — the Application is unavailable to all of the Customer's Users, or there is a suspected security breach or data loss.
• P2 high — a key function (e.g. job orders, quotations, schedule) does not work and no workaround exists.
• P3 medium — a function error with an available workaround, or an error that does not materially affect work.
• P4 low — a question, a request for help, a suggested change, a cosmetic error.

The priority is assigned by Mivare on the basis of the description of the request, and Mivare informs the requester of it.

6. Service targets

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

The times indicated are targets, not a guarantee. The time to resolve an error depends on its nature; Mivare informs the requester of the progress in handling P1 and P2 requests.

7. Backups and restoration

Mivare makes automatic backups of the database and files of the Application, retained on a rotating basis for 14 days, and periodically verifies that the data can be restored.

Backups serve to restore the Application after a failure. Restoring the data of a single Workshop Account at the Customer's request, e.g. after data has been deleted by mistake by a User, is possible to the extent technically feasible and is not guaranteed. The Customer may at any time download an export of its data itself.

8. Incident communication

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

Personal data breaches are notified on the terms of the Data Processing Agreement (MWK-LEG-003).

9. Right to terminate the Contract due to service quality

The Customer 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 Customer submits the notice of termination to support@mivareworks.com within 30 days of the last of those incidents. Mivare refunds the fee for the unused period paid in advance on the terms of the Payment Terms (MWK-LEG-004).

10. Changes to the SLA

Mivare may extend the service level, in particular by introducing a guaranteed level of availability for selected plans. The SLA is amended in accordance with the procedure for amendments to documents provided for in the Terms of Service.

The SLA is made available in seven language versions; in the event of any discrepancy, the Polish version prevails. The current version is available at https://mivaregroup.com/en/legal/works/sla/

The SLA is effective from 24 September 2026.