1. Uptime Commitment
99.9%
Monthly Uptime Guarantee
For Enterprise Dashboard and Cloud Vault services
2. Response Times
Priority
Description
Response
Resolution
P1 - Critical
System Down
1 Hour
4 Hours
P2 - Standard
Feature Issue
24 Hours
3 Days
3. Service Credits
If uptime falls below 99.9% in any calendar month, Enterprise clients are entitled to service credits:
99.0% - 99.9%
10%
Credit
95.0% - 99.0%
25%
Credit
Below 95%
50%
Credit
Credits are applied to the following month's subscription fee.
4. Exclusions
SLA does not apply to:
- Scheduled maintenance (announced 24 hours in advance)
- Force majeure events (natural disasters, government actions)
- Third-party service outages (WhatsApp, Payment Gateways)
- Customer-caused issues (misconfiguration, blocked ports)