Service Level Agreement
1. Service Availability
We commit to maintaining 99.5% monthly uptime for the Platform, measured as the percentage of time the Service is operational and accessible.
Uptime Calculation
Monthly Uptime % = ((Total Minutes in Month - Downtime Minutes) / Total Minutes in Month) x 100
Exclusions
The following are excluded from downtime calculations:
- Scheduled maintenance (communicated at least 24 hours in advance)
- Force majeure events (natural disasters, government actions)
- Third-party service outages beyond our control
- Issues caused by customer-initiated actions
2. Performance Standards
| Metric | Target |
|---|---|
| Page Load Time | < 3 seconds (average) |
| API Response Time | < 500ms (95th percentile) |
| Database Query Time | < 200ms (average) |
| Backup Completion | Within 30 minutes |
3. Support Response Times
| Priority | Description | Initial Response | Resolution Target |
|---|---|---|---|
| Critical | Service completely unavailable | 1 hour | 4 hours |
| High | Major feature impaired | 4 hours | 1 business day |
| Medium | Feature issue with workaround | 8 hours | 3 business days |
| Low | General question or request | 1 business day | 5 business days |
Response times apply during business hours (Sunday–Thursday, 9 AM – 6 PM AST) unless you have a premium support plan with 24/7 coverage.
4. Data Protection
- Backups: Automated daily backups retained for 30 days
- Disaster Recovery: Recovery Point Objective (RPO) of 24 hours, Recovery Time Objective (RTO) of 4 hours
- Data Isolation: Each customer Instance runs in an isolated container with separate database
5. Monitoring
We maintain 24/7 automated monitoring of all infrastructure components including server health, database performance, and application availability. Alerts are triggered for anomalies and automatically escalated to the operations team.
6. Maintenance Windows
Scheduled maintenance is performed during low-traffic hours (typically Friday, 11 PM – Saturday, 3 AM AST). Emergency maintenance may occur at any time with best-effort advance notification.