1. General provisions

1.1. This Service Level Agreement Policy ("SLA Policy") defines the principles of ensuring availability and quality of services of the 1ADK platform ("Platform") managed by the limited liability company SIA "FinMV", registered in accordance with the legislation of the Republic of Latvia (registration number: 40203378371, legal address: Vesetas iela 10–95, Rīga, LV-1013, Republic of Latvia) ("Company").

1.2. This Policy is for informational purposes only and is not a contract guaranteeing a certain level of service. It reflects the Company's intention to make all reasonable efforts to ensure the stable operation of the Platform.

1.3. The SLA policy is an appendix to the User Agreement and the Offer Agreement and is subject to application in conjunction with them.

2. Accessibility level

2.1. The company makes all commercially reasonable efforts to ensure the availability of the Platform at a level of not less than 99% during the calendar year, except for: scheduled maintenance, which Customers are notified of in advance; force majeure circumstances (see section 5 of this Policy); failures of external services and providers (including hosting providers, telecommunication services, payment systems, etc.).

2.2. The company aims to provide lead transfer in real-time: via email and messengers - within 60 seconds of receiving the request; via API and webhook - within 10 seconds of receiving the request.

2.3. The specified indicators are target values and do not constitute a legally binding guarantee.

3. Customer Support

3.1. The company provides technical and consulting support to clients via email (office@1adk.com) and a ticket system in the personal account.

3.2. The average initial response time to inquiries is: for "Start" and "Pro" tariffs - up to 48 hours; for "Business" and higher tariffs - up to 24 hours.

3.3. Customers on the "Enterprise" tariff plan and above may be provided with a personal manager to ensure individual support.

4. Limitation of liability

4.1. The company is not responsible for interruptions in the Platform's operation caused by circumstances beyond its reasonable control.

4.2. The company does not guarantee the absence of failures and errors in the operation of the Platform, but undertakes to resolve identified issues as quickly as possible.

4.3. The Company's liability for any claims related to the availability of the Platform or the quality of services is limited to the amount paid by the Client for the last month of Platform usage.

5. Force majeure

5.1. Force majeure circumstances include natural disasters, military actions, strikes, acts of government authorities, power outages, failures in communication networks, failures in payment providers' operations, global Internet disruptions, and other circumstances that the Company could not prevent by reasonable measures.

5.2. In case of force majeure circumstances, the Company's obligations are suspended for the duration of their effect.

6. Final provisions

6.1. The company reserves the right to unilaterally change this SLA Policy.

6.2. The current version of the Policy is published on the Platform and comes into effect upon its posting.

6.3. Continuing to use the Platform by the Client after the updated version of the Policy has been published is considered as acceptance of its terms.