Service Level Agreement (SLA)
Our commitment to quality, reliability, and customer satisfaction
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99.9% Uptime Guarantee
We guarantee 99.9% system uptime for all core services excluding scheduled maintenance. Service credit available for downtime exceeding this commitment.
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24/7 Support
Critical issues will receive a 15-minute response time. All priority issues resolved within 4 hours or credited 30% of the monthly subscription cost.
Key Terms
Monitoring
- • 24/7 automatic system monitoring
- • Real-time alerting
- • Daily performance reports
Definitions
- • Uptime: 99.9% average over 30 days
- • Downtime: Complete or partial system failure
- • Critical issues: System-wide outages
Credits
- • < 99% uptime: 40% credit
- • > 99.99% uptime: 15% bonus credit
- • Exclusions: User error, DDoS attacks
Have Questions?
Contact our 24/7 support team for SLA clarification or any service issues.