Service Level Agreement

When this SLA applies

This SLA applies only when a plan, quotation, or SOW expressly includes SLA coverage. Standard Cloud Foundations and Build & Launch plans do not include a custom uptime SLA for customer production systems unless added in writing.

Support response targets (when SLA applies)

Severity	Description	Initial response target
1	Production outage of an in-scope system we operate under the SOW	4 business hours
2	Major feature impaired, workaround limited	1 business day
3	Minor issue or general question	2 business days

Business hours follow the Support Policy unless the SOW states 24/7 coverage.

Credits

If we miss a response target for Severity 1 incidents in two or more distinct events in a calendar month for an in-scope managed service, you may request a service credit of 5% of that month’s managed-service fees (if any), capped at 15% per month. Credits are the exclusive remedy for SLA breaches.

Exclusions

SLA commitments do not apply to issues caused by customer changes, third-party cloud outages, force majeure, beta features, or misuse.

No absolute uptime promise

We do not guarantee uninterrupted service or “100% uptime.”

Change notification

We may update this policy to reflect legal, operational, or service changes. Material changes will be communicated on this page or through another appropriate notice. Where required by law or contract, we will provide additional notice. Where affirmative consent or a contractual amendment is required, continued use alone will not replace that process.