Site Maintenance and Downtime Policy

Last Updated: 15.02.2025

1. INTRODUCTION

This Site Maintenance and Downtime Policy explains how Dargslan s.r.o. ("we," "us," or "our") manages website maintenance, scheduled downtime, and unexpected service interruptions for our website https://www.dargslanpublishing.com (the "Website"). We are committed to maintaining a reliable and secure platform for purchasing and accessing e-books, while also understanding that occasional maintenance and updates are necessary.

This policy outlines our maintenance procedures, notification practices, and the steps we take to minimize disruption to your access to purchased e-books during periods of website unavailability.

2. TYPES OF MAINTENANCE

2.1 Scheduled Maintenance

Scheduled maintenance includes planned updates, upgrades, and routine system maintenance:

  • Typically performed during periods of lowest user activity
  • Generally scheduled between [TIME] and [TIME] ([TIME ZONE]) on [SPECIFIC DAYS]
  • Usually completed within 2 hours
  • Announced in advance through notifications on the Website and via email

2.2 Emergency Maintenance

Emergency maintenance addresses critical issues requiring immediate attention:

  • Performed as needed to address security vulnerabilities, critical bugs, or system failures
  • May occur with minimal or no advance notice
  • Limited to addressing specific urgent issues
  • Completed as quickly as possible to restore normal service

2.3 Third-Party Maintenance

Occasionally, our service providers (hosting, payment processors, etc.) may conduct their own maintenance:

  • We will provide as much advance notice as we receive from these providers
  • Impact on our services will be communicated when possible
  • We monitor third-party maintenance to verify restoration of services

3. MAINTENANCE NOTIFICATIONS

3.1 Advance Notification

For scheduled maintenance, we will notify users:

  • At least 10 days in advance for major maintenance (expected downtime >1 hour)
  • At least 6 hours in advance for minor maintenance (expected downtime <1 hour)
  • Through multiple channels to ensure maximum awareness

3.2 Notification Methods

Maintenance notifications will be provided through:

  • Banner notice on the Website homepage
  • Email notifications to all registered users
  • Status updates on our System Status Page at [STATUS PAGE URL]
  • Announcements on our official social media accounts (for major maintenance)
  • In-app notifications (if applicable)

3.3 Notification Content

Maintenance notifications will include:

  • Start date and time (in multiple time zones)
  • Expected duration
  • Services affected
  • Brief explanation of the purpose
  • Instructions for accessing purchased e-books during downtime (if applicable)
  • Contact information for urgent assistance

4. ACCESS TO PURCHASED E-BOOKS DURING DOWNTIME

4.1 Offline Access

To ensure continued access to your e-books during Website downtime:

  • Downloaded e-books remain accessible on your device regardless of Website availability
  • We recommend downloading your purchases to your devices in advance
  • Multiple device downloads are permitted within the limits specified in our EULA

4.2 Library Backup Options

We provide several ways to maintain access to your e-book library:

  • Regular library backup feature available in your account settings
  • Option to export your library catalog with download links
  • Email receipts for purchases contain direct download links that remain valid for [X] days

In anticipation of extended maintenance:

  • Download links may be extended beyond their normal expiration
  • Special long-term access links may be provided via email
  • Alternative download methods may be temporarily enabled

5. UNPLANNED OUTAGES

5.1 Response to Unplanned Outages

In the event of unexpected service interruptions:

  • Our technical team will be automatically alerted
  • Investigation will begin immediately
  • Updates will be posted on our System Status Page
  • Estimated resolution time will be provided when available

5.2 Communication During Outages

During unplanned outages, we will:

  • Post initial notification within [X] minutes of confirmed outage
  • Provide progress updates at least every [X] hours
  • Notify users through available channels (status page, social media, etc.)
  • Provide a summary and explanation once service is restored

5.3 Extended Outages

For outages extending beyond [X] hours:

  • Additional communication channels may be established
  • Alternative access methods may be provided where possible
  • Customer support staff will be increased to handle inquiries
  • Compensation may be offered in accordance with our Service Level Commitment

6. SERVICE LEVEL COMMITMENT

6.1 Availability Target

We strive to maintain [XX.X%] uptime for our Website and e-book delivery systems over each calendar month, excluding scheduled maintenance.

6.2 Calculating Availability

Service availability is calculated as:

  • (Total minutes in month - downtime minutes) / (Total minutes in month) × 100
  • Scheduled maintenance within the announced timeframes is excluded from downtime calculations
  • Partial or degraded service may be counted as partial downtime

6.3 Service Credits (If Applicable)

In the event we fail to meet our uptime commitment:

  • Affected users may be eligible for service credits or compensation
  • The nature of compensation will be determined based on the duration and impact of the outage
  • Details of any compensation will be communicated after service is restored

7. BACKUP AND RECOVERY PROCEDURES

7.1 Our Backup Practices

To protect your e-book purchases and account information:

  • We perform regular backups of all customer data and purchase records
  • E-book files are stored redundantly across multiple secure locations
  • Database backups are performed [FREQUENCY]
  • Backup data is encrypted and securely stored

7.2 Disaster Recovery

In the event of a major system failure:

  • We maintain a disaster recovery plan for critical systems
  • E-book access will be prioritized in recovery procedures
  • Estimated recovery times will be communicated through available channels
  • Account access will be restored as quickly as possible

8. SYSTEM STATUS MONITORING

8.1 Status Page

Our System Status Page at [STATUS PAGE URL] provides:

  • Current status of all website services and features
  • Detailed incident reports during and after outages
  • Scheduled maintenance announcements
  • Historical uptime information
  • Subscription option for automated status alerts

8.2 Automatic Monitoring

Our systems are continuously monitored for availability and performance:

  • 24/7 automated monitoring alerts our technical team to issues
  • Performance metrics are regularly reviewed to identify potential problems
  • External monitoring services verify our site's availability from multiple global locations

9. MINIMIZING MAINTENANCE IMPACT

To reduce the impact of maintenance on our users:

  • We utilize redundant systems to minimize downtime during updates
  • Rolling updates are implemented where possible
  • Database maintenance is performed with minimal service interruption
  • Critical user functions may remain available during partial maintenance
  • Maintenance is scheduled during periods of historically low usage

10. SERVICE IMPROVEMENTS

Maintenance and updates typically deliver important benefits:

  • Enhanced security protections
  • Performance improvements
  • New features and functionality
  • Bug fixes and stability improvements
  • Compatibility with new devices and standards

We appreciate your patience during these necessary activities that help us provide a better service.

11. USER PREPAREDNESS RECOMMENDATIONS

We recommend the following practices to minimize the impact of any downtime:

  • Download your most important e-books to your primary reading device
  • Maintain a backup device with copies of essential content
  • Periodically export your library information from your account settings
  • Keep your contact information updated to receive maintenance notifications
  • Bookmark our System Status Page for quick reference

12. EMERGENCY CONTACT DURING DOWNTIME

If you have an urgent issue during Website downtime, such as:

  • Inability to access critical e-books needed immediately
  • Payment completed but interrupted before download
  • Time-sensitive purchase requirements

Please contact our emergency support channel:

  • Email: [EMERGENCY EMAIL ADDRESS]
  • Alternative phone: [EMERGENCY PHONE NUMBER]
  • Available during: [EMERGENCY SUPPORT HOURS]

13. CHANGES TO THIS POLICY

We may update this Site Maintenance and Downtime Policy from time to time to reflect changes in our practices or for other operational, legal, or regulatory reasons. The updated version will be indicated by an updated "Last Updated" date at the top of this policy.

14. CONTACT INFORMATION

For questions about this Site Maintenance and Downtime Policy, please contact us at:

Dargslan s.r.o.

Attn: Technical Operations

1260/51 Sportova, Dunajska Streda, Trnava 929 01 Slovakia

Email: info@dargslan.com

Support Hours: CET 9:00 am - 15:00 pm