Service Level Agreement (SLA)
effective as of 1.12.2025
concluded between: Dock sp. z o.o., ul. Rakoczego 9/73, 80-288 Gdańsk, NIP: 9571173402, KRS: 0001105135 (hereinafter: “Company”, “Service Provider”)
and the User of the WCAG Widget (hereinafter: “User”, “Client”).
1. General Provisions
This document defines the level of technical support services, server infrastructure maintenance, and operational standards applicable when using the WCAG Widget in the SaaS model.
The SLA constitutes an integral attachment to the WCAG Widget Terms of Service, WCAG Audit Terms of Service and the Dock sp. z o.o. Store Regulations.
In case of discrepancies between documents, the provisions of the SLA take precedence regarding service quality and availability.
2. Definitions
Service – the operation of the Widget’s communication system with the Service Provider’s servers, including license validation, API, updates, settings synchronization, and report generation.
Critical failure – an event causing complete unavailability of the Widget.
Functional error – partial unavailability or limited functionality of features or modules.
Cosmetic error – an irregularity that does not affect functionality.
Response time – the time from reporting an issue to the initiation of diagnostic actions.
Resolution time – the time from starting repair work to restoring functionality.
Supported environment – server and technical configuration compliant with the Service Provider’s documentation.
3. Scope of services covered by the SLA (Support Scope)
The Service Provider ensures:
Support does not include:
The Service Provider may require:
to effectively diagnose and resolve the issue.
4. Support levels (L1, L2, L3)
L1 – basic support: ticket intake, initial analysis, remote tests.
L2 – technical support: diagnosis of server issues, environment conflicts, log analysis.
L3 – developer support: advanced architecture analysis, performance issues, matters requiring intervention by the development team. (L3 is paid – see section 9A)
5. Supported environments and technical requirements
The Service Provider supports installations based on:
Front-end / Browsers: Chrome 128, Safari 17.5, Edge 127, Firefox 129, Samsung Internet 24.0, Opera 111, Brave 1.65, UC Browser 13.5, Vivaldi 6.7, Yandex 24.6, QQ Browser 11.0, Tor 13.0.15, Maxthon 7.0, Coc Coc 108, Internet Explorer 11.
Servers / hosting:
The Service Provider does not support:
6. Service availability level
The Service Provider guarantees 98% monthly Service availability.
The following are not considered unavailability:
Planned maintenance will not exceed 4 hours per month.
7. Response and resolution time
| Category | Response time | Resolution time |
|---|---|---|
| Critical failure | up to 4 business hours | up to 24 business hours |
| Functional error | up to 1 business day | up to 3 business days |
| Cosmetic error | up to 3 business days | as scheduled |
Support working hours: Mon–Fri, 9:00–17:00, CET.
8. Reporting and escalation procedure
Reporting channels: e-mail: support@dock.codes
A report should include:
Escalation:
9. User obligations
9A. Development services
All development work performed for the Client is a paid service billed at an hourly rate determined by the Service Provider.
These services are not part of this SLA.
Work requiring intervention in the website’s code, system integrations, or widget modifications is carried out only after acceptance of a quotation.
Lack of cost acceptance means resignation from additional work.
The development work timeframe is not subject to SLA response times.
The minimum billable unit may be 1 hour (optional, based on agreement).
10. Versioning Policy
The Service Provider supports only the latest stable version of the widget and one earlier version (LTS – if available).
Older versions may not receive security updates.
The Client is obligated to update the widget in case a critical version (“security fix”) is released.
11. Security and operational standards
12. Reporting and monitoring
The Client may request a monthly availability report.
In case of mass failures, the Service Provider publishes notices via:
13. Liability limits and SLA compensation
Compensation may be granted only to clients on paid plans.
Maximum compensation cannot exceed 20% of the monthly subscription fee.
Compensation is granted only when availability drops below 98% due to the Service Provider’s fault.
14. Final provisions
The Service Provider may update the SLA in accordance with the procedure defined in the WCAG Widget Terms of Service, WCAG Audit Terms of Service and the Dock sp. z o.o. Store Regulations.
The update becomes effective upon publication on the Service Provider’s website.
Using the Service after such publication constitutes acceptance of the changes.
Dock sp. z o.o. ul. Rakoczego 9/73, 80-288 Gdańsk NIP: 9571173402 | KRS: 0001105135 | REGON: 524088178 Contact: hello@dock.codes
Still looking for answers?
Ask our experts using online chat or check in our documentation.