Service Level Agreement

Last updated: 2025-11-09

This document is provided for informational purposes only and is not legal advice.

Uptime Target

Platform targets 99.9% monthly uptime excluding scheduled maintenance with 48-hour notice.

Support Tiers

Tiered support includes P0 (critical), P1 (high), P2 (standard) aligned with incident severity.

Response Times

P0 response within 1 hour, P1 within 2 business hours, P2 within 1 business day.

Maintenance Windows

Routine maintenance scheduled during low-usage windows with broadcast notifications.

Exclusions

SLA excludes factors outside Influcial control such as ISP outages or third-party failures.