Service Level Agreement
Our commitments for platform availability, support, incident response and maintenance for customers with a paid Inspect it subscription. Last updated 7 July 2026.
Our service levels at a glance
99.5%
Monthly availability target for core online services
09:00–17:00
Support hours, Monday to Friday (EET)
60 min
Initial response target for Priority 1 incidents
48 hours
Notice before planned disruptive maintenance
This SLA applies to customers with an active paid Inspect it subscription or another written service agreement that refers to it. Where a separate order form, enterprise agreement or written contract contains different service levels, that agreement takes priority.
On this page
Report an incident
Email support@inspectit.eu with your organisation, the affected users and when the issue started.
01 Service covered by this SLA
This SLA applies to the core Inspect it services operated and controlled by Inspect it, including:
- The Inspect it web platform.
- The Inspect it mobile applications.
- Inspection creation and management.
- Inspection templates and workflows.
- Report creation and generation.
- Photo, document, audio and evidence uploads.
- Task, action and maintenance workflows.
- Asset and equipment records.
- Account authentication and user access.
- Data synchronisation between supported Inspect it applications.
- Inspect AI features that are directly operated by Inspect it.
Third-party services, external integrations and customer-managed systems are subject to the exclusions described in this SLA.
02 Service availability
Inspect it targets 99.5% availability for its core online services during each calendar month.
Availability means that authorised users can access and use the main functions of the Inspect it platform.
Monthly availability is calculated using the following formula:
(Total minutes in the month − unavailable minutes) ÷ total minutes in the month × 100
The availability calculation excludes scheduled maintenance, emergency security maintenance and other excluded downtime described in this SLA.
Offline mobile functions may remain available when the online service or the user’s internet connection is unavailable. Synchronisation requires a working internet connection.
03 Support availability
Customers can submit support requests at any time by emailing support@inspectit.eu or through an available Inspect it support channel.
Standard staffed support hours are:
- Monday to Friday.
- 09:00 to 17:00 Eastern European Time.
- Excluding Estonian public holidays.
Support requests received outside these hours will be recorded immediately. Response time measurement will begin at the start of the next service period unless a separate enterprise support agreement applies.
04 Incident reporting
Customers should report incidents to support@inspectit.eu.
Each report should include enough information for Inspect it to investigate the issue, including:
- The customer organisation name.
- The name and contact details of the person reporting the issue.
- A clear description of the problem.
- The affected users, inspections, reports, assets or functions.
- The time the issue started.
- Screenshots, screen recordings or error messages where available.
- The device, browser or application version being used.
- Any recent changes that may be connected to the issue.
Inspect it may request additional information, logs, examples or temporary access where reasonably required to diagnose the incident.
Response and resolution targets may be delayed where Inspect it cannot continue its investigation because essential customer information or access has not been provided.
05 Incident priority levels
Inspect it classifies incidents according to their effect on customer operations.
PRIORITY 1
Critical
- The Inspect it platform is unavailable for most or all users.
- Users cannot access essential inspection functions.
- A widespread authentication failure prevents users from signing in.
- Inspection data cannot be accessed due to a confirmed platform failure.
- A major synchronisation failure affects a significant number of users.
- A confirmed security incident creates an immediate risk to customer data or service availability.
Initial response: Within 60 minutes during support hours
Service restoration: Within 5 support hours
Inspect it will prioritise restoring essential service. A permanent correction may follow after service has been restored through a workaround or temporary solution.
PRIORITY 2
Major
- A major function is unavailable or significantly degraded.
- A group of users cannot complete inspections, create reports or synchronise data.
- A frequently used function is failing and no reasonable workaround is available.
- The issue has a serious operational effect but does not represent a complete platform outage.
Initial response: Within 4 support hours
Workaround or restoration: Within 2 working days
PRIORITY 3
Standard
- A non-critical function is unavailable or working incorrectly.
- The issue affects a limited number of users.
- A workaround is available.
- Performance is reduced but inspections and reporting can continue.
- The issue creates inconvenience but does not stop essential work.
Initial response: By the end of the next working day
Target resolution: Within 5 working days where reasonably possible
PRIORITY 4
Low
- A minor visual or usability issue.
- A documentation question.
- A general product question.
- A configuration request.
- A feature request or product improvement suggestion.
- An issue that does not materially affect normal platform use.
Initial response: Within 2 working days
Target resolution: Reasonable-effort basis or a future product update
06 Response and resolution definitions
Initial response means that Inspect it has acknowledged the incident, assigned an appropriate priority and started an initial review.
Service restoration means that the affected service has been returned to normal operation or that a reasonable workaround has been provided.
Resolution means that Inspect it has corrected the underlying issue or implemented another appropriate permanent outcome.
Resolution targets are objectives rather than guaranteed completion times. Complex incidents may require additional investigation, software development, third-party support, testing or deployment work.
Inspect it will keep the customer informed where a target is likely to be exceeded.
07 Critical incident communication
For confirmed Priority 1 incidents, Inspect it will provide progress updates during the investigation.
Updates may be provided by email, telephone, support portal or another agreed communication channel.
Updates will normally include:
- The current incident status.
- The known effect on customers.
- Actions being taken.
- Available workarounds.
- The expected time of the next update.
A summary may be provided after the incident has been resolved where the event caused significant customer impact.
08 Scheduled maintenance
Inspect it may carry out planned maintenance to improve reliability, security, performance or functionality.
Where reasonably possible, Inspect it will provide at least 48 hours’ notice before scheduled maintenance that is expected to cause material service disruption.
Scheduled maintenance will normally take place outside standard support hours where practical.
Some updates may not require downtime.
09 Emergency maintenance
Inspect it may perform emergency maintenance without advance notice where immediate action is required to:
- Protect customer data.
- Address a security vulnerability.
- Prevent service failure.
- Protect the integrity of the platform.
- Meet a legal or regulatory requirement.
Inspect it will aim to communicate emergency maintenance as soon as reasonably possible.
10 Excluded downtime
The following events are excluded from service availability calculations and SLA response commitments:
- Scheduled maintenance announced in advance.
- Emergency maintenance required to protect the platform or customer data.
- Failures caused by the customer’s internet connection, network, device, browser or operating system.
- Failures caused by unsupported devices, software versions or configurations.
- Issues caused by customer-managed infrastructure or customer security settings.
- Issues caused by incorrect customer configuration, permissions or account administration.
- Issues caused by customer content, templates, workflows, data or files.
- Third-party hosting, mapping, email, payment, authentication, artificial intelligence or storage services outside the Inspect it reasonable control.
- External integrations, application programming interfaces or systems operated by another provider.
- Mobile application store delays or failures.
- Internet, telecommunications, electricity or infrastructure failures outside the Inspect it control.
- Cyberattacks, denial-of-service attacks or malicious activity that Inspect it could not reasonably prevent.
- Suspension caused by overdue payment, misuse, a security risk or breach of contract.
- Force majeure events and other circumstances outside the Inspect it reasonable control.
- Beta, preview, trial, demonstration or experimental features.
11 Customer responsibilities
To allow Inspect it to meet this SLA, customers must:
- Maintain an active subscription and keep account details current.
- Use supported devices, browsers and application versions.
- Maintain suitable internet and network access.
- Protect user accounts and login credentials.
- Manage user roles and permissions correctly.
- Install important application updates within a reasonable time.
- Report incidents promptly.
- Provide accurate information needed for investigation.
- Cooperate with reasonable diagnostic requests.
- Test and confirm that a reported issue has been resolved where requested.
- Review inspection reports, findings, AI-generated content and other outputs before relying on them.
The customer remains responsible for its inspection decisions, professional judgements, legal obligations, safety processes and operational actions.
12 Data and local device issues
Inspect it will investigate confirmed platform failures that affect stored customer data.
This SLA does not cover data loss or corruption caused by:
- A customer deleting or changing data.
- Incorrect user permissions.
- Unauthorised access caused by compromised customer credentials.
- A lost, damaged or incorrectly configured device.
- Failure to synchronise offline work before deleting the application or resetting a device.
- Unsupported third-party integrations.
- Customer scripts, imports or automated processes.
Customers should synchronise completed offline inspections as soon as a suitable internet connection becomes available.
13 AI-assisted features
Inspect AI features may rely on automated processing and third-party artificial intelligence services.
Inspect it will investigate technical failures affecting the availability of AI-assisted functions.
This SLA does not guarantee that AI-generated content will be complete, accurate or suitable for a specific inspection, report or decision.
AI-generated descriptions, summaries, findings and recommendations must be reviewed and approved by an authorised user before use.
14 Service level remedies
Unless a separate enterprise agreement states otherwise, this SLA does not provide automatic financial compensation, refunds or service credits.
Where Inspect it repeatedly fails to meet an agreed service level, the customer may contact Inspect it to request a service review.
Enterprise customers may agree separate availability commitments, response times, support hours, escalation processes or service credits through a written contract.
15 Changes to this SLA
Inspect it may update this SLA to reflect changes to the platform, support arrangements, technology, legal requirements or business operations.
Material changes will be published on the Inspect it website or communicated to affected customers.
The version in effect when an incident occurs will apply to that incident unless another written agreement states otherwise.
16 Relationship with other agreements
This SLA forms part of the terms governing the customer’s use of Inspect it.
It should be read together with the Inspect it Terms of Service, Privacy Policy, subscription agreement, order form and any applicable data processing agreement.
If there is a conflict between this SLA and a separately signed customer agreement, the signed customer agreement will take priority.
CONTACT INSPECT IT
Questions about this SLA?
Report incidents to support, or talk to our sales team about enterprise service levels, response times and service credits. Inspect it OÜ, inspectit.eu.
