Service Level Agreement

This SLA sets measurable service levels for the Kouryer Subscription: Panel uptime, first response time for Tickets, response time to replies from Target companies, the launch deadline, the monthly scope and the weekly report, as well as the credits for missing them.

This SLA is part of the Agreement made under the Terms of Service. Capitalised terms have the meaning given in the Terms.

This SLA applies from receipt of the Setup fee for as long as the Subscription lasts. During a pause and while sending is paused because of arrears, only sections 3 and 4 apply.

Plan-dependent values follow the Plan in force in the given Billing period.

Business hours are 9:00 to 17:00 Polish time (CET or CEST) on Business days, regardless of the Campaign market.

All times in this SLA are counted in business hours. For a reply or Ticket received after 17:00 or on a non-business day, the clock starts at 9:00 on the next Business day.

Opt-out through the link in a Message works automatically around the clock, including outside business hours.

The Panel is available at least 99.5% of the time in every calendar month.

Uptime is the share of minutes in the month in which the Panel worked. The Panel is unavailable when the sign-in page or the account overview does not respond or returns a server error. We check this with monitoring every 5 minutes and share the monitoring log with the Client on request.

The following do not count as downtime:

1. 1)maintenance announced in the Panel at least 48 hours in advance and carried out between 20:00 and 6:00 Polish time, up to 4 hours a month in total;
2. 2)problems with the User's network or device;
3. 3)outages of external services chosen by the Client, in particular its calendar, while the Panel itself works;
4. 4)force majeure and large-scale attacks on network infrastructure.

If an outage lasts longer than 60 minutes, we notify the account owner by email, and once it is fixed we report the cause and duration.

We send the first response to a Ticket within the time in the table, in business hours:

The Client chooses the urgency when creating a Ticket, as described in the Panel. A matter is urgent when it holds up a Campaign or a booked call. If the chosen urgency does not match that description, we may change it and say so in the thread; the time then follows the new urgency.

The first response is a message from the Account manager in the Ticket thread. Automatic confirmations do not count.

The same times apply to messages sent to hello@kouryer.com from the address of a User of the account.

On the Growth and Scale Plans the call with the Account manager takes place every week at a fixed time agreed with the Client, lasting 15 and 30 minutes respectively. On the Start Plan the Account manager sends a written summary every week. If we move a call, we offer a new time in the same week.

When the Account manager is away, the Panel shows who stands in. Their absence does not extend the times in this SLA.

When a Target company sends a reply that needs an answer, we answer on the Client's behalf within:

Replies that need an answer include in particular interest, questions about the offer, price or a call time, requests for information and pointing us to another contact. The time runs from the moment the reply reaches the Sending mailbox until our answer is sent.

If the answer needs a decision from the Client, for example a question about a price outside the agreed offer, within that time we flag the matter in the Panel as a decision for the Client and notify the Client. The time to answer the Target company then runs from the Client's decision.

An opt-out request written in a reply is processed within the time in section 5.1. Opting out through the link works immediately.

Automatic replies, out-of-office messages and bounce notifications need no answer. A reply asking to be contacted later is acknowledged within the time in section 5.1, and we follow up at the time given.

Once a call time is confirmed, we add the invitation to the Client's calendar within the time in section 5.1 and send a reminder the day before the call.

The first Messages go out no later than day 21 after receipt of the Setup fee.

The deadline is extended by any time we spend waiting for the Client, in particular for the kickoff call at a time we proposed, for approval of the first Messages beyond 3 Business days, for the Message footer details and for calendar access.

For a Sole trader protected as a consumer who did not ask us to start before the withdrawal period ended, the deadline runs from the end of the 14 days after the Agreement was made.

In every Billing period we pick and check the number of Target companies set in the Plan: 1,000 on Start, 2,500 on Growth and 5,000 on Scale. Progress is visible in the Panel at all times.

In the Billing period in which the first Messages go out, the scope is counted in proportion to the days from the first send to the end of the period.

A shortfall is not a breach of this SLA if it results from the Client narrowing the profile, markets or Exclusion list, or from the market not having more companies that match the profile. We warn about this risk in advance and propose widening the profile or market.

The weekly report is available in the Panel and sent by email every Monday by 12:00 Polish time, or on the next Business day when Monday is a holiday.

If we miss this SLA, we grant a credit on the next Subscription invoice, calculated as a percentage of the net Subscription price for the Billing period in which the breach happened:

For Panel uptime only the single highest threshold applies. Total credits for one Billing period are capped at 50% of the net Subscription price.

We apply credits ourselves when our measurements show a breach, and show them on the invoice. The Client may also report a breach in a Ticket within 30 days after the end of the Billing period. We reply within 14 days.

Credits are not paid out in cash. If no further Subscription invoice is issued after a credit is granted, we refund its value by bank transfer.

The Client may terminate the Agreement with immediate effect, including during the minimum term, if:

1. 1)Panel uptime is below 97% in two consecutive months;
2. 2)the first Messages have not gone out within 30 days after the deadline in section 6.1 for reasons on our side. We then refund the Setup fee and any Subscription fee paid for the period after termination.

No credit applies where the breach results from actions or omissions of the Client, force majeure, a pause, or sending paused because of arrears.

SLA credits count towards damages for the same event, as set out in the Terms of Service.

This SLA changes in the same way as the Terms of Service. A change that lowers a service level applies only from the Billing period that starts after the Client's minimum term has ended.

This SLA applies from 24 October 2026.