Service Level
Agreement
Our commitment to quality service, reliability, and performance. This agreement outlines the standards you can expect from our services.
Our Service Commitments
These policies define our standards of service and the metrics we use to measure our performance.
99.9% Uptime Guarantee
We commit to 99.9% uptime for all our services, measured on a monthly basis, excluding scheduled maintenance windows.
Response Time
Critical issues: 1 hour. High priority: 4 hours. Normal priority: 12 hours. Low priority: 24 hours.
Performance Metrics
Our services maintain optimized performance with consistent resource allocation as specified in your plan details.
Support Coverage
24/7 support for all infrastructure and system-level issues with dedicated technical assistance.
Maintenance Windows
Scheduled maintenance occurs during off-peak hours with at least 48 hours advance notification.
Data Protection
Regular backups, data redundancy, and security measures to protect your information.
Service Level Details
Comprehensive breakdown of our service level agreement terms and conditions.
1. Service Uptime
We guarantee 99.9% uptime for all services calculated on a monthly basis. This excludes scheduled maintenance periods which are communicated at least 48 hours in advance. Uptime is measured based on monitoring data from our infrastructure systems.
| Uptime Percentage | Downtime per Month | Service Credit |
|---|---|---|
| 99.9% - 99.5% | 43 min - 3.6 hours | 5% of monthly fee |
| 99.5% - 99.0% | 3.6 - 7.2 hours | 10% of monthly fee |
| Below 99.0% | More than 7.2 hours | 25% of monthly fee |
2. Support Response Times
Our technical support team is available 24/7 to assist with all service-related issues. Response times vary based on the severity and priority of the reported issue.
| Priority Level | Description | Response Time |
|---|---|---|
| Critical | Service is down or unusable for all users | Within 1 hour |
| High | Major functionality affected or significant performance degradation | Within 4 hours |
| Normal | Service is operational but partially degraded | Within 12 hours |
| Low | General questions, feature requests, non-critical issues | Within 24 hours |
3. Maintenance Windows
Scheduled maintenance is typically performed during off-peak hours to minimize disruption to your services:
- Standard maintenance: Conducted between 11 PM and 5 AM UTC
- Emergency maintenance: May occur at any time but is limited to critical security patches and fixes
- All scheduled maintenance is announced at least 48 hours in advance through email notifications
4. Service Credits
In the event that we fail to meet our SLA commitments, you may be eligible for service credits:
- Credits are applied as a percentage discount on your next billing cycle
- Credit requests must be submitted within 15 days of the incident
- Credits do not apply if downtime is caused by: client actions, third-party software, force majeure events, or scheduled maintenance
Frequently Asked Questions
Common questions about our Service Level Agreement.