Service Level Agreement

Effective from account activation date.

1. Uptime Commitment

Plan	Monthly Uptime	Max Downtime/Month
Starter	99.0%	7.2 hours
Professional	99.5%	3.6 hours
Enterprise	99.9%	43.8 minutes

2. Support Response Times

Severity	Description	First Response
Critical	Platform unavailable	2 hours
High	Core feature broken	8 hours
Medium	Feature degraded	24 hours
Low	General enquiry	48 hours

3. Service Credits

Credits are applied to future invoices when uptime falls below committed levels according to policy bands.

4. Exclusions

Planned maintenance, force majeure, and customer-caused outages are excluded from SLA calculations.