Service Level Agreement
Last updated: January 19, 2026
Note: SLA terms apply to ongoing services and retainers. Project-based work follows the scope and timeline defined in the project agreement.
1. Uptime Commitment
For hosted services and infrastructure we manage, we target:
- 99.9% uptime (excluding scheduled maintenance)
- Scheduled maintenance with 48-hour advance notice
- Emergency maintenance as needed
2. Support Response Times
Response time targets (business hours, Monday-Friday):
- Critical: 4 hours
- High: 8 hours
- Normal: 24 hours
- Low: 48 hours
3. Service Credits
If uptime falls below 99.9% in a given month, service credits may be applied to the following month's retainer (if applicable). Credits do not apply to project-based work.
4. Exclusions
SLA does not apply to:
- Client-side issues or misconfiguration
- Third-party service outages
- Force majeure events
- Client-requested changes or maintenance
5. Monitoring
We monitor service health and will notify clients of issues affecting their services.
6. Contact
For SLA questions, contact us at our contact page.