Service Level Agreement
99% Uptime Commitment
1. Service Commitment
We commit to maintaining 99% uptime availability for the website over each calendar month.
2. Definition of Uptime
- Uptime: Website is accessible and you can log in and access your data.
- Downtime: Periods when service is unavailable, excluding permitted exclusions.
3. Availability Calculation
Uptime is calculated monthly:
Uptime % = [(Total Minutes – Downtime) / Total Minutes] × 100
Example: 30-day month allows ~432 minutes (7.2 hours) of downtime.
4. Exclusions
- Scheduled maintenance (24–48 hour notice)
- Force majeure events
- Third-party service failures
- Customer-caused issues
- Extreme security incidents (e.g., DDoS)
5. Monitoring
- Automated uptime monitoring systems
- Checks every 5 minutes
- Records available upon request
6. Incident Response
| Severity | Description | Response Time | Resolution Target |
|---|---|---|---|
| Critical | Full outage | < 15 minutes | ASAP |
| High | Major issues | < 1 hour | 4–8 hours |
| Medium | Partial degradation | < 4 hours | 24 hours |
| Low | Minor issues | < 1 business day | Best effort |
7. Service Credits
| Monthly Uptime | Credit |
|---|---|
| 98.0% – 98.99% | 10% |
| 95.0% – 97.99% | 25% |
| < 95.0% | 50% |
8. Scheduled Maintenance
- Advance notice provided
- Performed during low-traffic periods
9. Support
- 24/7 ticket/email support
- Emergency support for critical outages
10. Limitations
This SLA defines a target service level, not a guarantee of uninterrupted service.