Service Level Agreement
Commitment to reliability. Defining the standards for uptime, support velocity, and financial accountability.
Table of Contents
1. Service Support Tiers
Standard Support
For development, staging, and non-critical workloads.
- 8x5 Business Hours Support
- Email & Portal Access
- 24hr Response Target
Enterprise Support
For mission-critical, revenue-generating production systems.
- 24/7/365 Coverage
- Dedicated Slack Channel & Phone
- 15min Critical Response
2. Uptime Guarantee
For Enterprise clients, I guarantee that Covered Services will be available 99.99% of the time in any given monthly billing cycle. Availability is calculated by subtracting total downtime minutes from total minutes in the month.
3. Severity Classifications
| Severity | Definition | Example |
|---|---|---|
| Sev 1 (Critical) | Production system down. Data loss or corruption. Critical business impact. | Database unreachable. Site 503 errors. |
| Sev 2 (High) | Major functionality impaired. Performance severely degraded. No workaround. | Checkout slow. Emails delayed. |
| Sev 3 (Medium) | Minor error. Workaround available. Non-critical function impacted. | UI glitch. Report generation error. |
| Sev 4 (Low) | General inquiry, feature request, or cosmetic issue. | Typo on dashboard. "How to" question. |
4. Response Time Targets
5. Service Credits
I put my money where my mouth is. If I fail to meet the Uptime Guarantee for Enterprise clients, you are eligible for Service Credits applied to your next invoice.
- 99.9% - 99.99% Availability10% Credit
- 99.0% - 99.9% Availability25% Credit
- < 99.0% Availability50% Credit
6. Scheduled Maintenance
Routine maintenance windows are required to patch systems and upgrade infrastructure. I commit to providing at least 48 hours notice for scheduled maintenance that may impact availability. Whenever possible, maintenance is performed during off-peak hours (Weekends or 00:00-04:00 UTC).