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title: "SaaS terms of use"
canonical: "https://docs.cuesystem.com/space/LT/824311842/SaaS%20terms%20of%20use"
format: markdown
---
> Macro (toc)

# Reliability

- Service-Level Agreement (SLA) ensures **99.4% **uptime/availability.
- We guarantee **8 hours** response in the working period / Monday through Friday (8:00 – 17:00 [CET](https://www.timeanddate.com/time/zones/cet)/[CEST](https://www.timeanddate.com/time/zones/cest)) and the next working day response outside the working period.
- Helpdesk system, records of requirements, and consultancy.
- Our server maintenance includes 24/7 server & application monitoring, backup checks, server & security updates, events checks, logs, performance optimization, and server applications updates.
- Cloud production and development servers are monitored by vCloud services. We use Zabbix to monitor operating systems, RAM, storage, services, SSL certificates, etc. Attack monitoring and server scanning are implemented.
- We have a step-wise incident reaction protocol that prioritizes quick solutions.
- In the event of an accident or catastrophic event, backups are available.
- We provide quick and consistent communication during an outage, followed by a follow-up assessment.

# Recovery

# Data security

- Data is stored on Geetoo servers located in the EU.
- We use enterprise-grade technologies located in data centers designed to TIER 3 standards. Data centers have the highest level of security certifications:
  - PCI DSS Compliance
  - ISO/IEC 27017:2017
  - ISO/IEC 27001:2014
  - ISO/IEC 27018:2019
  - ISO 9001:2016
- We back up data regularly, and we automatically remove backups after 35 days.
- Communication with CUE web servers is possible only via secure HTTPS protocol (TLS 1.2 or newer).
- We secure and encrypt all data during transport between parts of our architecture.
- We provide annual penetration testing.
- The Information Security Policy for Supplier Relationships defines the rights and obligations of suppliers with respect to information security (in terms of confidentiality, availability, and integrity), which are supported by contracts. Freelancers have a signed NDA and ISMS Acceptance Statement.

# Privacy protection

- CUE, a.s. as well as our suppliers are ISO 27001:2013 certified.
- CUE is only a processor of customer data used only to provide services, and we never provide or sell customer data to any third party.

# Development

- Our Software Development Life Cycle (SDLC) refers to a methodology with clearly defined processes for creating high-quality software.
- In detail, the SDLC methodology focuses on the following phases of software development: requirement analysis, planning, software design such as architectural design, software development, testing and deployment

# Support

For questions, comments, and suggestions, please contact our [Support](https://support.cuesystem.com).