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Service Level Agreement
Last Updated: January 15, 2024
This Service Level Agreement (SLA) defines the service commitments and remedies for PeerX platform availability and performance.
1. Uptime Guarantee
99.9% Uptime
We guarantee 99.9% monthly uptime for our platform, excluding scheduled maintenance.
2. Service Credits
If we fail to meet our uptime guarantee, eligible customers receive service credits:
- 99.0% - 99.9% uptime: 10% credit
- 95.0% - 99.0% uptime: 25% credit
- Below 95.0% uptime: 50% credit
3. Response Times
Critical Issues
Response within 1 hour, resolution target: 4 hours
High Priority
Response within 4 hours, resolution target: 24 hours
Standard
Response within 24 hours, resolution target: 5 business days
4. Exclusions
The following are excluded from uptime calculations:
- Scheduled maintenance (with advance notice)
- Force majeure events
- Customer-caused issues
- Third-party service failures
5. Monitoring
We continuously monitor our platform and provide status updates at peerx.ai/status