Service Description
What Torveno monitors, how checks are performed, what information Customers can see and where the limits of the service lie.
1. Purpose of the service
Torveno monitors authorised website forms and associated email processes.
The aim is to make technical interruptions visible and traceable at an early stage.
A separate test profile is configured and monitored separately for each monitored form.
2. Silent form test
The silent form test is performed every 30 minutes in standard operation.
Torveno opens the defined form page, runs the configured test profile using synthetic test data and checks for the expected successful completion.
The silent form test is designed so that the normal email process is not triggered.
3. Real full test
The real full test is performed twice daily in standard operation.
It additionally checks the agreed email path.
Depending on the test profile, the following are checked in particular:
- successful form execution;
- defined success rule;
- Torveno test confirmation;
- test ID;
- Torveno control copy;
- expected confirmation email.
4. Errors and retries
4.1 Silent form test
A first failed form test is documented.
The next regular form test is performed after 30 minutes in standard operation.
If this test also fails, the disruption may be treated as confirmed in accordance with the configured confirmation logic.
4.2 Real full test
A failed full test is documented.
If the error occurred before a real form submission was attempted, Torveno may perform a repeat check shortly afterwards. In standard operation, this may occur after approximately five minutes.
If a form submission has already been attempted, no immediate second real form submission is performed.
This prevents an error that is detected only after submission from generating a second test inquiry a few minutes later.
The incident or error status nevertheless remains in place. Further checks are governed by the secure retry and escalation logic.
4.3 Recovery
Monitoring continues after a confirmed disruption.
For longer-lasting disruptions, limited interim notifications may be sent.
If the monitored process is successfully checked again, a recovery notification may be sent automatically.
5. Technical onboarding
For paying Customers, technical onboarding begins only after confirmed payment of the setup fee.
Technical setup is performed form by form. Business includes up to 3 forms and can be started with 1 form. Agency includes up to 10 forms and can likewise be started with 1 form.
Typical steps include:
- check the form and integration path;
- configure the test connection;
- create the test profile;
- check the connection;
- perform the silent form test;
- perform the full test;
- add the form to monitoring.
Technical setup steps that have already been completed remain internally traceable but are not repeated during normal onboarding.
6. Customer portal
Depending on the contractual and system status, the protected customer portal provides in particular the following information:
- current monitoring status;
- regular current and historical monitoring checks;
- monitored websites and form URLs;
- profile data;
- package and subscription status;
- invoice and billing information;
- available upgrade and downgrade functions;
- cancellation function.
Internal technical diagnostic data, debug messages, onboarding tests, full tests, selectors, endpoints, stack traces, internal error details and screenshots are not part of the monitoring history visible to the Customer.
The customer portal uses understandable, neutral status messages.
6.1 Monthly monitoring report
Torveno generally provides an individual monthly monitoring report for active monitored forms once per calendar month.
The monitoring report may in particular include the number of form checks and real full tests performed, confirmed or currently open disruptions, and the most recent successful full test for each monitored form.
The monitoring report provides a traceable record of the monitoring performed during the respective period.
7. Standard packages
| Package | Included form capacity | Monthly | Setup |
|---|---|---|---|
| Essential | 1 form | CHF 249 | CHF 990 |
| Business | up to 3 forms; start possible with 1 | CHF 449 | CHF 1’490 |
| Agency | up to 10 forms; start possible with 1 | CHF 990 | CHF 2’900 |
Additional technically approved forms may be added later within the booked package capacity.
With Essential, the second or third form requires an upgrade to Business; from the fourth form onwards Agency is required. With Business, Agency is required from the fourth form onwards.
From the 11th form onwards, each additional form in the Agency package costs an additional CHF 99 per month.
8. 30-day introductory period
For an initial start, the 30-day introductory period begins once all forms agreed for that start have been technically configured and approved for monitoring.
Monitoring is already active during the introductory period.
Forms added later undergo only their own technical onboarding. An introductory period that is already running or has already ended is not restarted or extended as a result.
An upgrade does not restart or extend the introductory period.
A downgrade scheduled during the introductory period becomes effective at its end.
9. Package changes
Upgrade
Standard upgrades may become technically effective immediately after successful confirmation and payment.
Planned additional setup amounts:
- Essential → Business: CHF 500;
- Business → Agency: CHF 1’410.
Downgrade
During the introductory period, a downgrade may be scheduled and becomes effective at the end of the introductory period.
After that, a downgrade becomes effective at the end of the current billing period.
10. Payment arrears
Payment failures are processed automatically.
Torveno may send reminders and pause monitoring while payment arrears continue.
If arrears continue for 30 days after the intended reminder process, the subscription may be terminated automatically.
11. Service limitations
Torveno is not an automatic repair service.
The standard service does not in particular include independent changes to Customer code, repairs to form systems or administration of external Customer systems unless an additional service has been agreed.
CAPTCHAs, login barriers, bot protection, rate limits, third-party outages or changes to the form may require an adjustment to the integration or test profile.
12. Availability
Torveno operates the service with the aim of reliable continuous operation.
Individual checks or portal access may be delayed or temporarily unavailable due to maintenance, internet or provider outages, or technical errors.
A specific service level guarantee exists only if expressly agreed separately.
13. Disruption resolution
Torveno detects, documents and reports the monitored error.
The actual resolution on the Customer website, at the email provider or in other Customer systems is carried out by the Customer or its technical partners unless a separate additional service has been agreed.
14. Relationship to the contractual terms
This Service Description specifies the technical and functional scope of the Torveno service.
Individually and expressly agreed deviations take precedence over this standard Service Description.
Last updated: 24.09.2026