Auxillo is operated by Jaundre van Staden, trading as Auxillo, an individual trader (Empresário em Nome Individual), NIF 309215099, CAE 58290, 62202 and 63110. Address: Rua da Comporta 12, 2D, 8500-454 Portimão, Portugal.
1. Covered services
This SLA applies to active, paid Auxillo-hosted services and their required dashboards/APIs from the agreed service start date. A product offered only by arrangement is covered only once accepted, delivered and billed. Free tools, trials, open-source desktop applications and customer-controlled third-party software have no paid-service uptime credit under this SLA.
A service-specific written order may define additional commitments. Mandatory consumer remedies continue to apply.
2. Availability target and measurement
The monthly availability target for covered paid services is 99.5%. Availability is calculated as (eligible minutes minus qualifying unavailable minutes) divided by eligible minutes, multiplied by 100. Measurements relate to the affected service, not the combined health of unrelated products.
Qualifying unavailability means that the core function cannot be used for more than five consecutive minutes because of a failure within Auxillo’s service responsibility. Examples include an unreachable hosting endpoint, failed authenticated mailbox access, or a dashboard/API unable to perform its core function. A customer application error alone is not an infrastructure outage.
The public status page provides incident and health information. Its recorded health score is not a contractual monthly uptime calculation.
3. Maintenance and exclusions
Announced maintenance with at least 48 hours’ notice, urgent security work, customer configuration or misuse, and events outside reasonable control may be excluded where they directly cause the affected period. Exclusions must be applied to the actual cause; they do not remove legal duties or automatically excuse every supplier failure. Maintenance times are communicated with a timezone.
4. Support
| Plan arrangement | Initial response target |
|---|---|
| Essential | Within 24 business hours. |
| Professional | Within 12 business hours. |
| Business | As stated in the accepted order; otherwise the Professional response target applies. |
| Enterprise / Custom | As agreed in the order; the published standard target is four business hours, with critical-incident arrangements agreed separately. |
Standard business hours are Monday to Friday, 09:00 to 18:00, Europe/Lisbon time, excluding Portuguese public holidays. Contact [email protected]; use [email protected] for a security incident. Response targets mean an initial human response, not guaranteed resolution. Any 24/7 arrangement must be expressly included in the order.
5. Monthly service credits
| Eligible monthly availability | Credit on the affected monthly service fee |
|---|---|
| 99.0% to below 99.5% | 10% |
| 95.0% to below 99.0% | 25% |
| 90.0% to below 95.0% | 50% |
| Below 90.0% | 100% |
Report the affected service and incident period to support so that we can review monitoring and incident records. Credits are assessed following verification and applied to a subsequent invoice or another agreed settlement. We do not claim that credits are calculated automatically. The maximum SLA credit is the affected service’s monthly fee; unused credits ordinarily expire after 12 months.
These commercial credits do not replace a statutory refund, price reduction or other remedy. Contact support if service is ending and a credit cannot reasonably be used.
Last updated: 7 October 2026.