Service Level Agreement (SLA)
Effective Date: 10/08/2025
Service Level Agreement (SLA)
Applicable to: All paid subscription tiers ([Basic/Pro/Enterprise])
1. Uptime Commitment
Guaranteed Uptime: 95% monthly availability ("Uptime").
Exclusions:
- Scheduled maintenance (notified 72 hours in advance via email/dashboard).
- Force majeure events (e.g., natural disasters, third-party outages).
- Customer-side issues (e.g., misconfigured APIs, local network problems).
2. Support Response Times
| Plan Tier | Response Time | Support Channels |
|---|---|---|
| Basic | 48 business hours | Email only |
| Pro | 24 business hours | Email + Live Chat |
| Enterprise | 2 business hours | 24/7 Phone + Dedicated Manager |
("Business hours" = 9 AM–5 PM IST, Mon–Fri, excluding holidays.)
3. Downtime Credits
- Credit Eligibility:
- Uptime falls below 95% in a calendar month.
- Customer submits a request within 30 days of the incident.
Credit Calculation:
| Monthly Uptime | Credit (% of monthly fee) |
|---|---|
| 94.9% – 90% | 5% |
| 89.9% – 85% | 10% |
| < 85% | 15% |
Credits are applied to the next billing cycle (non-refundable as cash).
4. Measurement & Reporting
- Tools: Uptime tracked via [StatusPage.io/AWS CloudWatch/Datadog].
- Transparency: Public dashboard at [status.yoursaas.com].
5. Termination Rights
- Customer: May terminate if Uptime < 85% for 3 consecutive months.
- Provider: May terminate for abusive support requests.