Service Level Agreement

Uptime & Response

Tier	Uptime	Response (Sev-1)	Resolution Target
Standard	99.9%	< 4 hours	24 hours
Professional	99.95%	< 15 minutes	8 hours
Enterprise	99.99%	< 5 minutes	4 hours

Severity definitions

Sev-1: Production down or critical data loss in progress.

Sev-2: Production degraded, partial functionality lost.

Sev-3: Non-critical bug, slow response, or planned-change question.

Sev-4: Cosmetic issue or general inquiry.

Credits

If we miss the uptime commitment in a given month, we credit your next invoice:

• 99.0% — 99.89% → 10% credit
• 95.0% — 98.99% → 25% credit
• < 95.0% → 50% credit

Credits apply automatically to the following invoice — no claim form required.