1. Overview

This Service Level Agreement ("SLA") describes the levels of service that customers can expect from our platform. It defines measurable targets, remedies for unmet targets, and the responsibilities of each party.

2. Service Availability

We commit to the following uptime targets:

| Tier | Monthly Uptime | Maximum Downtime | |------|---------------|-----------------| | Standard | 99.5% | ~3.6 hours/month | | Professional | 99.9% | ~43 minutes/month | | Enterprise | 99.99% | ~4.3 minutes/month |

Uptime is measured as the percentage of total time in a calendar month during which the service is operational and accessible.

3. Scheduled Maintenance

• Scheduled maintenance windows will be communicated at least 72 hours in advance
• Maintenance will be performed during off-peak hours when possible
• Scheduled maintenance is excluded from uptime calculations
• Emergency maintenance may be performed with shorter notice when necessary to protect service integrity

4. Incident Response Times

| Severity | Description | Response Time | Resolution Target | |----------|-------------|---------------|-------------------| | Critical | Service is completely unavailable | 15 minutes | 4 hours | | High | Major feature is impaired | 1 hour | 8 hours | | Medium | Minor feature is impaired | 4 hours | 24 hours | | Low | General inquiry or minor issue | 8 hours | 72 hours |

5. Service Credits

If we fail to meet the uptime commitment for your service tier, you may be eligible for service credits:

• 99.0% – 99.5% uptime: 10% credit of monthly fee
• 95.0% – 99.0% uptime: 25% credit of monthly fee
• Below 95.0% uptime: 50% credit of monthly fee

Service credits must be requested within 30 days of the affected month. Credits are applied to future invoices and do not exceed 50% of the monthly fee.

6. Exclusions

This SLA does not apply to:

• Features designated as beta or preview
• Issues caused by factors outside our reasonable control
• Service interruptions due to customer actions or configurations
• Scheduled maintenance windows
• Force majeure events

7. Support Channels

| Channel | Availability | Tier | |---------|-------------|------| | Email Support | 24/7 | All | | Live Chat | Business hours | Professional+ | | Phone Support | Business hours | Enterprise | | Dedicated Account Manager | Business hours | Enterprise |

8. Monitoring and Reporting

We provide:

• Real-time status page accessible at status.company.com
• Monthly uptime reports for Professional and Enterprise tiers
• Incident post-mortems for Critical and High severity incidents
• Quarterly service review meetings for Enterprise customers

9. Customer Responsibilities

To ensure optimal service delivery, the customer agrees to:

• Maintain compatible software and hardware configurations
• Report issues promptly through designated support channels
• Provide reasonable cooperation during incident resolution
• Keep account and contact information up to date

10. SLA Modifications

We may modify this SLA with 30 days written notice. Material changes that reduce service levels will not apply to existing customers until their next renewal period.