1. Service Availability
PolicySuite commits to maintaining 99.9% uptime for the production platform (app.policy-suite.com), measured on a monthly basis. This excludes scheduled maintenance windows, which are communicated at least 48 hours in advance.
1.1 Uptime Calculation
Monthly Uptime Percentage = ((Total Minutes in Month - Downtime Minutes) / Total Minutes in Month) x 100
Downtime is measured from the time the service becomes unavailable until it is restored, as determined by our monitoring systems.
2. Scheduled Maintenance
Scheduled maintenance windows are typically performed during low-traffic periods (weekdays between 02:00-06:00 UTC). Customers are notified via email and the status page at least 48 hours in advance.
3. Support Response Times
| Severity | Description | Response Time | Resolution Target |
|---|---|---|---|
| Critical (P1) | Platform unavailable or data loss | 1 hour | 4 hours |
| High (P2) | Major feature degraded | 4 hours | 1 business day |
| Medium (P3) | Non-critical feature issue | 1 business day | 5 business days |
| Low (P4) | General enquiry or enhancement | 2 business days | Best effort |
4. Service Credits
If PolicySuite fails to meet the 99.9% uptime commitment in any calendar month, affected customers on annual subscription plans are eligible for service credits:
- 99.0% - 99.9%: 5% credit of monthly subscription fee
- 95.0% - 99.0%: 10% credit of monthly subscription fee
- Below 95.0%: 25% credit of monthly subscription fee
Service credits must be requested within 30 days of the affected month by contacting support@policysuite.com.
5. Exclusions
This SLA does not apply to:
- Scheduled maintenance windows
- Force majeure events
- Issues caused by customer's network or equipment
- Beta or preview features
- Free tier accounts
6. Data Backup & Recovery
PolicySuite maintains automated daily backups with a 30-day retention period. Recovery Point Objective (RPO): 24 hours. Recovery Time Objective (RTO): 4 hours.
7. Monitoring
Service availability is monitored 24/7 using automated health checks. Current status is available at policy-suite.com/status.
8. Contact
For SLA-related enquiries or to report an incident, contact support@policysuite.com or use the in-app support widget.