This Service Level Agreement applies to hosted production environments under an active paid subscription and only to the extent expressly referenced in a signed order form. It does not apply to sandbox, trial, development, staging, proof-of-concept, implementation, or legacy environments unless expressly stated in writing.
Available means the production application login and core service functions are materially reachable and operational from Provider-controlled infrastructure. Downtime means verified inability of the covered service to perform core platform functions due solely to Provider-controlled production failure. Intermittent slowness, partial degradation, customer-side issues, or third-party failure do not automatically qualify as downtime.
Provider targets 99.5% monthly uptime for covered production services unless a different figure is stated in a signed order form.
| Priority | Description | Initial Response Target |
|---|---|---|
| P1 | Critical platform outage affecting core production operations for the customer | 15 minutes |
| P2 | Major functional impairment with no reasonable workaround | 1 hour |
| P3 | Non-critical issue, defect, or degraded behavior with workaround available | 24 hours |
| P4 | General request, advisory matter, or cosmetic issue | Best effort |
Response targets are not fix guarantees. Provider will use commercially reasonable efforts to investigate and mitigate incidents based on severity, reproducibility, scope, and dependency profile.
The following are excluded from uptime calculations and SLA remedies:
| Verified Monthly Uptime | Service Credit |
|---|---|
| Below 99.5% but at or above 98.5% | 5% of affected monthly recurring fee |
| Below 98.5% but at or above 97.0% | 10% of affected monthly recurring fee |
| Below 97.0% | Maximum 10% of affected monthly recurring fee unless a signed order form states otherwise |
Provider’s incident records, infrastructure logs, uptime records, and ticket history control the determination of whether an event qualifies for SLA credit, subject to correction of manifest error.
Support effort beyond stated targets, goodwill actions, WhatsApp responsiveness, or ad hoc interventions do not amend this SLA or create binding precedent.