Public service operations framework
Operator
Business name: e-Trading, s.r.o.
Registered office: Jelšová 4951/26, 949 01 Nitra, Slovak Republic
Company ID (IČO): 43 916 309
Tax ID (DIČ): 2022614913
Register: Commercial Register of the District Court Nitra, Section Sro, Insert No. 21920/N
Public contact: via the contact form on the Feedify website at /en/contact.
1. Purpose and scope
1.1. This SLA document describes the standard public framework for Feedify availability, maintenance, incidents and support. If the Client has an individual SLA or a separate agreement, the individual agreement takes precedence.
1.2. This SLA intentionally does not include a guaranteed availability percentage, contractual service credits or fixed financial penalties. Such parameters may be agreed individually if requested by a specific B2B client and expressly accepted by the Operator.
2. Operational objective
Feedify is designed for the regular processing and updating of listings. The Operator makes reasonable commercial and technical efforts to ensure stable, secure and predictable operation of the service and to restore functionality in the event of an incident.
3. Availability
3.1. Feedify is provided continuously as an online service, subject to planned maintenance, unplanned incidents, security interventions, force majeure and dependencies on third parties.
3.2. Feedify availability does not include unavailability or rejection on the side of a supported Portal, the Client's data source, the Client's internet connection, the Client's SFTP/server or other infrastructure outside the Operator's control.
3.3. Individual export/update windows and frequencies are product parameters of the service and not a guarantee of immediate or real-time publication on the target Portal.
4. Planned maintenance
4.1. The Operator may perform planned maintenance, updates or security changes. Where a significant restriction of normal operation can reasonably be expected, the Operator will, as appropriate, seek to inform the Client in advance through the application or system communication.
4.2. Critical security or emergency maintenance may be performed without prior notice where delay would increase the risk.
5. Incidents and priorities
Critical
Example impact: a significant part of Feedify is unavailable or there is a serious security risk
Feedify approach: priority investigation and recovery; ongoing communication based on available information
High
Example impact: a material function is not working, but the core of the service is partially available
Feedify approach: high-priority resolution according to impact
Normal
Example impact: a local error, limitation or question without a significant impact on the core of the service
Feedify approach: handled in the normal support queue
6. Support
6.1. The standard public contact channel is the Feedify contact form. The Client should include enough information in the message to identify the company, Portal and issue.
6.2. Feedify does not provide a guaranteed 24/7 helpdesk or a fixed first-response time under this public SLA. Critical operational events may, however, be detected and addressed independently of a user report.
6.3. For technical diagnostics, the Operator may request cooperation, such as confirmation of the source, time of the event or the specific Portal.
7. Dependencies on Portals and third parties
7.1. Feedify cannot guarantee the availability, import intervals, approval of listings or behavior of independent Portals.
7.2. If a third party changes its interface, rules or availability, Feedify will make reasonable efforts to adapt support, but a temporary restriction of a specific Portal Service may be necessary.
7.3. An outage of a payment, hosting, network or other critical provider is handled according to the actual possibilities and contractual terms of that third party.
8. Protective and retention states of the service
A shortage of credits or the end of a paid Portal Service is not an SLA incident. Feedify may, in accordance with the Terms and Conditions, suspend automatic updates, enter a protective/retention state and later delete service data. The current status and reactivation options are displayed in the Client's account.
9. Recovery and continuity
Feedify uses appropriate operational measures to restore the service after a technical incident. Specific internal procedures, topology, backup schedules and security parameters are not part of the public SLA because they also constitute security-sensitive know-how.
10. Exclusions
- planned or emergency maintenance,
- force majeure and major internet/network incidents outside Feedify's control,
- errors, unavailability or changes to the rules of a third party or Portal,
- incorrect configuration, invalid access credentials or an incorrect data source on the Client side,
- use of Feedify contrary to the Terms and Conditions or security recommendations,
- suspension of the service due to insufficient credits or another contractual state.
11. Changes to the SLA
Feedify may update this public SLA framework as the service evolves. Material changes affecting active paid services will be communicated appropriately. An individual SLA will not be changed unilaterally unless its own terms provide otherwise.
Effective from: 10 September 2026.