This Service Level Agreement ("SLA") describes the uptime commitment and support targets GetSupportX provides for paid plans of the Service. It is part of our agreement with paying customers. Free plans are provided without an uptime commitment.
Scope
This SLA applies to the production Service for customers on a paid plan in good standing. It does not apply to free plans, trials, beta or preview features, or to issues caused by factors outside our reasonable control.
Uptime commitment
We commit to a Monthly Uptime Percentage of at least 99.9% for paid plans. "Monthly Uptime Percentage" is calculated as the total minutes in a calendar month minus Downtime minutes, divided by the total minutes in the month, expressed as a percentage.
"Downtime" means a period during which the core Service is unavailable to you, as measured by our monitoring, excluding the events listed under Exclusions below. Brief, transient errors that do not materially affect availability are not counted as Downtime.
Scheduled maintenance
We may perform scheduled maintenance that temporarily affects availability. We will give reasonable advance notice and aim to schedule maintenance during low-traffic windows. Time spent in announced scheduled maintenance is excluded from Downtime calculations.
Service credits
If we do not meet the uptime commitment in a calendar month, you may request a Service Credit, applied against a future invoice, according to the table below. The Service Credit is calculated as a percentage of the monthly fees for the affected Service in the month the shortfall occurred.
| Monthly Uptime Percentage | Service Credit |
|---|---|
| Below 99.9% but at or above 99.0% | 10% |
| Below 99.0% but at or above 95.0% | 25% |
| Below 95.0% | 50% |
How to claim a credit
To receive a Service Credit, submit a request to our support team within thirty (30) days after the end of the month in which the shortfall occurred. Include the dates and times of the unavailability and any logs or evidence you have. We will validate the claim against our monitoring records and apply approved credits to a future invoice.
Support response targets
We target the following first-response times during our published support hours, by plan and severity. These are targets, not guarantees, and do not form part of the uptime commitment.
| Plan | Urgent (Service down) | Normal |
|---|---|---|
| Team | 1 business day | 2 business days |
| Growth | 8 business hours | 1 business day |
| Business | 4 business hours | 1 business day |
| Enterprise | 1 hour, 24/7 | 8 business hours |
Exclusions
Downtime and the uptime commitment do not include unavailability caused by:
- Announced scheduled maintenance.
- Factors outside our reasonable control, including force majeure and internet or third-party network failures.
- Your equipment, software, network connectivity, or configuration.
- Your use of the Service in breach of the Terms or Acceptable Use Policy.
- Suspension or termination of your account in accordance with the Terms.
- Beta, trial, preview, or free features.
Sole remedy
Service Credits are your sole and exclusive remedy for any failure by us to meet the uptime commitment in this SLA. The total credits awarded in any month will not exceed the monthly fees you paid for the affected Service in that month.