Legal

Service Level Agreement

Last updated: November 23, 2024

1. Uptime Guarantees

Starter Plan

→ 99.5% monthly uptime guarantee
→ API response time: <500ms (average)
→ Email support: 24-48 hours

Professional Plan

→ 99.9% monthly uptime guarantee
→ API response time: <300ms (average)
→ Priority support: 12-24 hours

Enterprise Plan

→ 99.95% monthly uptime guarantee
→ API response time: <200ms (average)
→ 24/7 priority support: <2 hours

2. Service Credits

If we fail to meet our uptime guarantees, you are eligible for service credits:

Monthly Uptime	Service Credit
< 99.95%	10% of monthly fee
< 99.5%	25% of monthly fee
< 99.0%	50% of monthly fee

Credits must be requested within 30 days of the incident and will be applied to your next billing cycle.

3. Planned Maintenance

We schedule maintenance windows for critical updates and improvements:

Maintenance occurs during off-peak hours (typically 2-6 AM PST)
Advance notice of at least 72 hours for scheduled maintenance
Emergency maintenance may be performed with less notice
Planned maintenance is excluded from uptime calculations

4. Support Response Times

Plan	First Response	Channels
Starter	24-48 hours	Email
Professional	12-24 hours	Email, Chat
Enterprise	2-4 hours	Email, Chat, Phone

5. Exclusions

This SLA does not apply to:

Issues caused by factors outside our control (e.g., internet outages, third-party services)
Scheduled maintenance windows with proper notice
Service interruptions caused by your misuse or violations of our Terms
Beta or experimental features marked as such
Free trial periods

6. Contact

For SLA inquiries or credit requests:

Email: sla@solasynlabs.com

Support: support@solasynlabs.com