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 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:
- Maintenance of server infrastructure, including:
- API servers,
- licensing system,
- update system.
- Technical support includes:
- assistance with installation and configuration of the widget,
- analysis of errors and conflicts,
- providing updates and fixes,
- consultations regarding WCAG 2.1 compliance.
Support does not include:
- changes to the widget’s source code,
- integrations with external systems,
- styling, visual, or UX adjustments,
- fixing issues caused by other plugins or scripts,
- activities requiring developer-level access to the Client’s website.
The Service Provider may require:
- system logs,
- screenshots,
- administrative access,
- information about the server environment,
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:
- PHP 7.4+ or 8.x (if it affects DOM handling),
- Node 16+ (for hybrid environments),
- no blocking of API requests,
- no firewalls blocking widget JS scripts.
The Service Provider does not support:
- beta versions of browsers and systems,
- environments with active JS minification that interferes with the widget,
- custom cache systems removing JS scripts.
6. Service availability level
The Service Provider guarantees 98% monthly Service availability.
The following are not considered unavailability:
- maintenance work reported at least 24h in advance,
- interruptions outside the Service Provider’s control (e.g., DDoS attack targeting the Client’s server, CDN failures, domain issues, DNS errors on the Client’s side).
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:
- website address,
- error description,
- time of occurrence,
- widget version,
- method of installation,
- contact details.
Escalation:
- Level 1: support analyst (L1).
- Level 2: technical engineer (L2).
- Level 3: developer / architect (L3).
- Level 4 (Business): account manager / project manager.
9. User obligations
- Installing the widget according to technical documentation.
- Ensuring a stable hosting environment.
- Allowing diagnostic access when necessary.
- Informing the Service Provider about changes that may affect the widget’s operation.
- Installing widget updates within a reasonable timeframe.
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
- HTTPS/TLS encryption,
- regular infrastructure backups,
- performance monitoring systems,
- OWASP best practices for API services,
- data minimization policy for the licensing system.
12. Reporting and monitoring
The Client may request a monthly availability report.
In case of mass failures, the Service Provider publishes notices via:
- e-mail,
- client panel,
- status page (if available).
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.
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