Querora SLA: service levels

The SLA sets measurable service levels for the Querora Subscription: Panel availability, first response time to Tickets, deadlines for the Measurement, the Report and the monthly scope, and service credits when we miss them.

The SLA is part of the Contract made under the Terms of Service. Capitalized terms have the meaning given in the Terms.

The SLA applies from the first Measurement for as long as the Subscription runs. During a pause or a suspension for late payment only Section 3 and response times for Tickets about the account and billing apply.

Before the first Measurement the onboarding deadlines in clause 6.1 apply.

Support hours are Business Days from 9:00 to 17:00 Polish time (CET or CEST), excluding public holidays in Poland. Response times are counted in support hours: for a Ticket sent after 17:00 or on a day off, the clock starts at 9:00 on the next Business Day.

First response time runs from the moment a Ticket is sent to the first message from a member of the Querora team in the thread. Automatic confirmations do not count.

The Client chooses the priority when creating a Ticket, using the descriptions shown in the Panel:

If the priority does not match its description, we may change it and say so in the thread. The response time is then counted under the new priority from the moment the Ticket was sent.

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

Availability is the share of minutes in which the Panel worked out of all minutes in the month. The Panel is unavailable when the sign-in page or the Panel tabs do not respond or return a server error. We check this with monitoring from an external location every 5 minutes, and we share the monitoring log with the Client on request.

Unavailability does not include:

1. 1)maintenance announced in the Panel at least 48 hours in advance, between 22:00 and 6:00 Polish time, up to 4 hours a month in total;
2. 2)outages of Google and Microsoft services that stop data from Search Console, Bing or Google Analytics 4 from refreshing while the Panel itself works;
3. 3)problems with the User's network or device;
4. 4)force majeure and large-scale attacks on network infrastructure.

We inform the account owner by email about any outage that lasts longer than 30 minutes, and once it is resolved we share its cause and duration.

We reply to Tickets no later than the time shown in the table, in support hours:

The same times apply to messages sent to hello@querora.com from the address of a User on the account, but priority and history are clearest in a Ticket.

If an Urgent Ticket is caused by a change Querora shipped, we roll it back or fix it within 4 support hours of the first response.

The account manager call in the Growth and Pro Plans takes place at a fixed time agreed with the Client. If we move it, we offer a new time in the same week.

We run the Measurement once a week, on Monday. The Panel shows the date of the next Measurement.

We publish the weekly Report in the Panel within 1 Business Day after the day of the Measurement. A notification is sent by email or in the browser, depending on the User's settings.

If an AI Engine or a Google or Microsoft service is down on the day of the Measurement, we repeat it within 2 Business Days. If it is still down, the Report shows that data from that source is missing. We do not estimate missing results.

Google Search Console and Bing Webmaster Tools publish data with a delay we do not control. The Report always shows the date range the data comes from.

We deliver the Audit and the proposed list of Phrases, Questions and Competitors within 5 Business Days of the Setup Fee being paid and access being granted. We run the first Measurement on the first Monday after the Client approves the list.

We publish the work plan for each Billing Period in the Panel, in the Progress tab, within 3 Business Days of the start of the Period.

Articles, subpages and links in the Plan and the fixes that are needed are delivered by the last day of the Billing Period. The status of each item is shown in the Progress tab.

Time spent waiting for the Client, for approval of content, access or information, is not counted towards deadlines. If the wait lasts longer than 5 Business Days, the item moves to the next Period without a service credit.

An item we did not deliver for reasons on Querora's side is delivered within 10 Business Days of the next Period, in addition to the service credit in Section 7.

When we miss a level in this SLA, we grant a service credit as a discount on the invoice for the next Billing Period:

Percentages are calculated on the net Subscription fee for the Billing Period in which the level was missed, after the loyalty discount. For availability only the single highest matching level applies. Credits for one Period add up to at most 50% of that fee.

The Client requests a credit in a Ticket with the Billing category within 30 days of the end of the Billing Period. We handle it as a complaint, within 14 days. We may also grant a credit ourselves without a request.

If the Contract ends before the next invoice is issued, we pay a granted credit by bank transfer.

If Panel availability falls below 97% in two consecutive months, or we fail to deliver the Plan scope for reasons on our side in two consecutive Billing Periods, the Client may terminate the Contract with immediate effect, also during the minimum term.

Service credits count towards damages for the same event (clause 13.5 of the Terms).

No service credit is due if a level is missed because of:

1. 1)reasons on the Client's side, in particular missing access, changes to the Client Website made by the Client or third parties, or failures of its hosting;
2. 2)decisions of search engine and AI Engine operators;
3. 3)force majeure;
4. 4)a suspension for late payment or a pause.

The SLA does not cover the ranking of the Client Website on Google or the presence of the Client in AI Engine answers. We do not guarantee those results (Section 5 of the Terms).

We change the SLA under Section 19 of the Terms. A change does not lower service levels during the Client's minimum term.

This SLA is effective from 24 October 2026.