Service Level Agreement
This Service Level Agreement (SLA) defines the service availability, incident management, and response commitments for Smart MasterKey cloud access control platform. The SLA applies to all subscribed customers with an active service contract.
- Service Hours
Smart Masterkey provides technical support and monitoring during regular business hours, Monday to Friday, 09:00–17:00 Eastern European Time (EET), excluding public holidays. - Incident Classification and Response Times
Incidents reported to support@smartmasterkey.com are classified based on their impact on the service as follows:
| Incident Level | Description | Response Time | Target Resolution Time |
| High (Critical) | Complete system outage or severe degradation preventing door access in masses, failure in user authentication, or other essential functions. | Within 60 minutes during Service hours | Within 5 working hours |
| Low (Non-Critical) | Partial malfunction, minor performance degradation, or non-blocking feature issues. | Within next working day | Within 40 working hours |
- Resolution Commitment
All incidents are handled according to priority and impact. Smart Masterkey commits to best-effort restoration of service within the defined timeframes, provided customer cooperation in diagnostics and access to required information or systems. - Communication
In case of critical incidents updates are provided throughout the resolution process via the customer’s preferred communication channel (email, support portal, or phone). - Exclusions
This SLA does not cover:- Issues caused by customer-managed infrastructure, network, or third-party systems.
- Scheduled maintenance or planned downtime announced in advance.
- Force majeure events beyond Smart MasterKey’s control.