Service Level Agreement
Last Updated: January 20, 2024 | Effective: January 20, 2024
Our commitment to service availability, performance, and support
1. Introduction
This Service Level Agreement ("SLA") is a policy governing the use of Our Company's services and applies separately to each account using our services. The SLA provides commitments regarding the uptime and performance of our services.
This SLA is incorporated into the Terms of Service and is subject to the terms and conditions of the agreement between Our Company and the customer. Capitalized terms used but not defined in this SLA shall have the meanings set forth in the Terms of Service.
This SLA is incorporated into the Terms of Service and is subject to the terms and conditions of the agreement between Our Company and the customer. Capitalized terms used but not defined in this SLA shall have the meanings set forth in the Terms of Service.
2. Definitions
For purposes of this SLA, the following definitions apply:
- **"Service"** means the cloud services provided by Our Company as described in the applicable service description.
- **"Monthly Uptime Percentage"** is calculated as (Total Minutes - Downtime) / Total Minutes in the month × 100.
- **"Downtime"** means the total minutes during which the Service is unavailable, excluding Excluded Events.
- **"Excluded Events"** means events described in Section 7 that are excluded from Downtime calculations.
- **"Service Credit"** is the percentage of the monthly service fees credited to the customer for validated SLA claims.
- **"Emergency Maintenance"** means maintenance required to address critical security issues or prevent service degradation.
- **"Scheduled Maintenance"** means planned maintenance windows communicated in advance.
- **"Service"** means the cloud services provided by Our Company as described in the applicable service description.
- **"Monthly Uptime Percentage"** is calculated as (Total Minutes - Downtime) / Total Minutes in the month × 100.
- **"Downtime"** means the total minutes during which the Service is unavailable, excluding Excluded Events.
- **"Excluded Events"** means events described in Section 7 that are excluded from Downtime calculations.
- **"Service Credit"** is the percentage of the monthly service fees credited to the customer for validated SLA claims.
- **"Emergency Maintenance"** means maintenance required to address critical security issues or prevent service degradation.
- **"Scheduled Maintenance"** means planned maintenance windows communicated in advance.
3. Service Commitments
Our Company will use commercially reasonable efforts to make each Service available with a Monthly Uptime Percentage of at least 99.9% during any monthly billing cycle.
If we do not meet the Monthly Uptime Percentage commitment for a particular Service, you will be eligible to receive a Service Credit as described below.
The Service commitments and Service Credits provided in this SLA apply only to production instances of the Services and do not apply to any pre-production, development, sandbox, or trial environments.
If we do not meet the Monthly Uptime Percentage commitment for a particular Service, you will be eligible to receive a Service Credit as described below.
The Service commitments and Service Credits provided in this SLA apply only to production instances of the Services and do not apply to any pre-production, development, sandbox, or trial environments.
4. Service Credits
Service Credits are calculated as a percentage of the total monthly service fees for the affected Service for the monthly billing cycle in which the Downtime occurred, applied as a credit to future service payments.
The Service Credit percentage is determined based on the Monthly Uptime Percentage for the affected Service as follows:
Service Credits are the sole and exclusive remedy for any performance or availability issues under this SLA. The maximum Service Credit available in any single monthly billing cycle is 50% of the monthly service fees for the affected Service.
The Service Credit percentage is determined based on the Monthly Uptime Percentage for the affected Service as follows:
Service Credits are the sole and exclusive remedy for any performance or availability issues under this SLA. The maximum Service Credit available in any single monthly billing cycle is 50% of the monthly service fees for the affected Service.
5. Credit Request and Payment Procedures
To receive a Service Credit, you must submit a claim by opening a support ticket within 30 days of the end of the monthly billing cycle in which the Downtime occurred.
The claim must include:
- The words "SLA Credit Request" in the subject line
- The dates and times of each incident of Downtime
- Affected service endpoints or resources
- Request logs that document the errors and corroborate your claimed outage
We will evaluate all information reasonably available to us and make a good faith determination of whether a Service Credit is owed. We will use commercially reasonable efforts to process claims within 45 days of receipt.
The claim must include:
- The words "SLA Credit Request" in the subject line
- The dates and times of each incident of Downtime
- Affected service endpoints or resources
- Request logs that document the errors and corroborate your claimed outage
We will evaluate all information reasonably available to us and make a good faith determination of whether a Service Credit is owed. We will use commercially reasonable efforts to process claims within 45 days of receipt.
6. Support Levels
We provide different levels of support based on your subscription plan:
All support requests are handled through our support portal, with response times measured from the time the ticket is properly submitted and categorized.
Emergency support is available 24/7 for critical issues affecting production environments, with response times based on your support tier.
All support requests are handled through our support portal, with response times measured from the time the ticket is properly submitted and categorized.
Emergency support is available 24/7 for critical issues affecting production environments, with response times based on your support tier.
7. Exclusions
The following events ("Excluded Events") are excluded from Downtime calculations and Service Credit eligibility:
- Events resulting from factors outside our reasonable control
- Issues caused by your equipment, software, or network configuration
- Suspension or termination of Service pursuant to the Terms of Service
- Your use of the Service in a manner inconsistent with the documentation
- Scheduled Maintenance properly communicated in advance
- Emergency Maintenance required to address critical issues
- Beta, preview, or pre-production features
- Third-party services or integrations
We will use commercially reasonable efforts to minimize the impact of any Excluded Events on the Service availability.
- Events resulting from factors outside our reasonable control
- Issues caused by your equipment, software, or network configuration
- Suspension or termination of Service pursuant to the Terms of Service
- Your use of the Service in a manner inconsistent with the documentation
- Scheduled Maintenance properly communicated in advance
- Emergency Maintenance required to address critical issues
- Beta, preview, or pre-production features
- Third-party services or integrations
We will use commercially reasonable efforts to minimize the impact of any Excluded Events on the Service availability.
8. Maintenance Windows
We conduct two types of maintenance:
**Scheduled Maintenance:** Regular maintenance performed during pre-announced windows. We will provide at least 7 days' notice for Scheduled Maintenance that may cause Service interruption.
**Emergency Maintenance:** Critical maintenance required to address security vulnerabilities or prevent service degradation. We will provide as much advance notice as practicable for Emergency Maintenance.
Maintenance windows typically occur during off-peak hours to minimize impact on customers. All maintenance activities are tracked and documented in our status page.
**Scheduled Maintenance:** Regular maintenance performed during pre-announced windows. We will provide at least 7 days' notice for Scheduled Maintenance that may cause Service interruption.
**Emergency Maintenance:** Critical maintenance required to address security vulnerabilities or prevent service degradation. We will provide as much advance notice as practicable for Emergency Maintenance.
Maintenance windows typically occur during off-peak hours to minimize impact on customers. All maintenance activities are tracked and documented in our status page.
9. Monitoring and Reporting
We continuously monitor the availability and performance of our Services using industry-standard monitoring tools and practices.
Monthly uptime statistics and performance metrics are available to customers through our customer portal. We provide transparent reporting of service availability, including details of any incidents that may have affected service levels.
Customers may request detailed incident reports for any validated Downtime events that occur during their subscription period.
Monthly uptime statistics and performance metrics are available to customers through our customer portal. We provide transparent reporting of service availability, including details of any incidents that may have affected service levels.
Customers may request detailed incident reports for any validated Downtime events that occur during their subscription period.
10. Modifications
We may modify this SLA from time to time. When we make changes, we will provide at least 30 days' notice before the changes take effect.
Continued use of the Services after the effective date of any modifications constitutes acceptance of the modified SLA terms.
Modifications to the SLA will not apply retroactively to Downtime that occurred prior to the effective date of the modification.
Continued use of the Services after the effective date of any modifications constitutes acceptance of the modified SLA terms.
Modifications to the SLA will not apply retroactively to Downtime that occurred prior to the effective date of the modification.
Support Levels
Basic Support
Response Time:
8 business hours
Availability:
Monday - Friday, 9AM - 6PM EST
Channels:
- Email Support
- Support Portal
Features:
- Standard response times
- Online documentation
- Community forum access
- Basic troubleshooting
Professional Support
Response Time:
4 business hours
Availability:
Monday - Friday, 9AM - 6PM EST
Channels:
- Email Support
- Support Portal
- Live Chat
Features:
- Faster response times
- Phone support during business hours
- Technical account manager
- Advanced troubleshooting
Enterprise Support
Response Time:
1 hour (critical issues)
Availability:
24/7/365
Channels:
- Email Support
- Support Portal
- Live Chat
- Phone Support
- Dedicated Slack
Features:
- 24/7 critical issue support
- Dedicated technical account manager
- Proactive monitoring
- Custom SLAs available
- Architecture reviews
Service Credit Policies
Standard
99.0% - 99.9%
Monthly Uptime Percentage
10% of monthly service fees
Conditions:
- Applies to affected service only
- Maximum 10% credit per incident
- Requires valid credit request
Significant
95.0% - 98.9%
Monthly Uptime Percentage
25% of monthly service fees
Conditions:
- Applies to affected service only
- Maximum 25% credit per incident
- Requires valid credit request
Critical
Below 95.0%
Monthly Uptime Percentage
50% of monthly service fees
Conditions:
- Applies to affected service only
- Maximum 50% credit per incident
- Requires valid credit request
Maintenance Windows
Scheduled Maintenance
Schedule:
Every 2nd Sunday of the month, 2:00 AM - 4:00 AM EST
Advance Notice:
7 days advance notice
Duration:
Typically 2 hours
Impact:
Possible brief service interruptions
Emergency Maintenance
Schedule:
As needed
Advance Notice:
2 hours advance notice when possible
Duration:
Varies based on issue
Impact:
Service interruptions possible
Security Updates
Schedule:
As needed for critical vulnerabilities
Advance Notice:
24 hours advance notice when possible
Duration:
Typically 1-2 hours
Impact:
Minimal service impact
SLA Exclusions
Customer-Controlled Factors
Issues caused by customer equipment, configuration, or actions
Examples:
- Network configuration errors
- Incorrect security settings
- Resource exhaustion due to customer usage
- Third-party software conflicts
Force Majeure Events
Events beyond reasonable control
Examples:
- Natural disasters
- Internet service provider outages
- Power grid failures
- Government actions
Scheduled Activities
Planned maintenance and updates
Examples:
- Scheduled maintenance windows
- Emergency security patches
- Infrastructure upgrades
- Database maintenance
Beta Services
Pre-production and experimental features
Examples:
- Beta program features
- Preview releases
- Experimental functionality
- Early access programs
SLA Support
SLA Claims
To submit an SLA claim or request service credits, please contact our support team with detailed information about the incident.
Submit ClaimQuestions
For questions about this SLA or to discuss custom SLA terms for enterprise customers, contact our sales team.
Contact Sales