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Service Level Agreement

Our uptime guarantee and support commitments to you.

Last updated: March 1, 2026
99.9% Uptime Guarantee. We commit to maintaining 99.9% platform availability, measured on a monthly basis, excluding scheduled maintenance windows.

1. Uptime Commitment

ERPS X guarantees a monthly uptime of 99.9%. Uptime is calculated as:

Uptime % = ((Total Minutes − Downtime Minutes) / Total Minutes) × 100

2. Service Credits

If we fail to meet the 99.9% uptime commitment, you are eligible for service credits:

  • 99.0% – 99.9%: 10% credit of your monthly fee
  • 95.0% – 99.0%: 25% credit of your monthly fee
  • Below 95.0%: 50% credit of your monthly fee

Credits must be requested within 30 days of the affected month and are applied to your next invoice.

3. Scheduled Maintenance

Planned maintenance windows are scheduled during off-peak hours (typically Saturday 2:00–6:00 AM UTC) and communicated at least 48 hours in advance. Scheduled maintenance does not count against our uptime commitment.

4. Support Response Times

  • Critical (Service Down): Initial response within 1 hour, resolution target within 4 hours
  • High (Major Feature Impaired): Response within 4 hours, resolution within 24 hours
  • Medium (Minor Impact): Response within 8 business hours, resolution within 72 hours
  • Low (General Query): Response within 24 business hours

5. Exclusions

This SLA does not apply to:

  • Issues caused by factors outside our reasonable control (force majeure)
  • Downtime resulting from customer's equipment, software, or network
  • Features clearly labelled as "Beta" or "Preview"
  • Scheduled maintenance windows

6. Data Backup

Automated backups are performed every 24 hours with 30-day retention. Point-in-time recovery is available for database restoration within the retention period.

Questions about our SLA? Contact [email protected].

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