DRAFT — This document is a draft and has not been reviewed by legal counsel.
Service Level Agreement
Last updated: April 13, 2026
This Service Level Agreement ("SLA") is part of the Terms of Service between SCM ("we," "us") and the Customer ("you"). It defines our uptime commitment, support response times, and the remedies available if we fail to meet these commitments.
1. Uptime Guarantee
1.1 Service Availability
We guarantee 99.9% availability of the SCM platform during each calendar month ("Monthly Uptime Percentage"). This equates to no more than 43 minutes and 50 seconds of downtime per month.
1.2 How Uptime Is Calculated
Monthly Uptime Percentage is calculated as:
(Total Minutes in Month - Downtime Minutes) / Total Minutes in Month x 100
"Downtime" means a period of 5 or more consecutive minutes where the Service is materially unavailable, as measured by our monitoring systems.
1.3 Exclusions
The following are not counted as downtime:
- Scheduled maintenance windows (announced at least 48 hours in advance, conducted during low-traffic hours)
- Force majeure events (natural disasters, widespread internet outages, government actions)
- Issues caused by your equipment, network, or third-party integrations
- Downtime resulting from your violation of the Terms of Service
- Features clearly labeled as "beta" or "preview"
2. Service Credits
2.1 Credit Schedule
If we fail to meet the Monthly Uptime Percentage, you are entitled to service credits as follows:
| Monthly Uptime | Service Credit |
|---|---|
| 99.0% - 99.9% | 10% of monthly fee |
| 95.0% - 99.0% | 25% of monthly fee |
| Below 95.0% | 50% of monthly fee |
2.2 Requesting Credits
To receive service credits, you must submit a request within 30 days of the end of the affected month. Credits are applied to future invoices and do not result in cash refunds. Maximum credit per month is capped at 50% of your monthly subscription fee.
3. Support Response Times
3.1 Severity Levels
| Severity | Definition | Response Time | Update Frequency |
|---|---|---|---|
| Critical | Service completely unavailable or major data loss | 1 hour | Every 30 minutes |
| High | Major feature unavailable, significant impact on operations | 4 hours | Every 2 hours |
| Medium | Feature degraded, workaround available | 8 hours | Daily |
| Low | Minor issue, cosmetic defect, feature request | 24 hours | As resolved |
Response times are measured during business hours (9am-6pm in the Customer's primary timezone, Monday-Friday) for Growth tier. Scale and Enterprise tiers receive 24/7 support for Critical and High severity issues.
3.2 Support Channels
- All tiers: Email support, in-app ticket submission, knowledge base
- Scale: Priority queue, phone support during business hours
- Enterprise: Dedicated success manager, 24/7 phone support, direct Slack/Teams channel
4. Maintenance Windows
Scheduled maintenance is performed during low-traffic hours (typically Saturday 2am-6am UTC). We provide at least 48 hours' advance notice via email and in-app notification. Emergency maintenance may be performed without advance notice when required to address security vulnerabilities or critical system issues.
5. Incident Communication
During service incidents, we will:
- Acknowledge the incident within the response time for the severity level
- Provide regular updates at the frequency defined for the severity level
- Publish a status update on our status page
- Deliver a Root Cause Analysis (RCA) within 5 business days for Critical and High severity incidents
6. Data Backup and Recovery
- Automated backups run every 6 hours
- Backups are stored in geographically separate data centers
- Backup retention: 30 days of rolling backups
- Recovery Point Objective (RPO): 6 hours
- Recovery Time Objective (RTO): 4 hours for Critical issues
7. Performance Standards
- Page load time: under 2 seconds (95th percentile)
- API response time: under 500ms (95th percentile)
- Search response time: under 1 second (95th percentile)
8. Modifications
We may modify this SLA with 30 days' written notice. Changes will not reduce the level of service during your current subscription term.
9. Contact
For SLA-related inquiries or to request service credits:
Email: support@usescm.com