Service Level Agreement
Our availability target for hosted workspaces, how we measure it, the credits you receive if we miss it, and the support response times you can expect.
1. Scope and definitions
- Covered Services: the ERPS X panel at erpsx.com/app and the hosted ERPS, POS and RMS workspaces at {company}.erpsx.com or a mapped custom domain, for Customers on a paid Plan.
- Not covered: free trials, the marketing website, documentation, live chat, features labelled beta or preview, and third-party services such as Stripe or your domain registrar.
- Downtime: a period of at least five consecutive minutes during which a Covered Service is unavailable to all of your Users because of a failure in systems we control, as confirmed by our monitoring.
- Monthly Availability = (Total minutes in the month − Downtime minutes) ÷ Total minutes in the month × 100.
2. Availability target
We target Monthly Availability of 99.9% for Covered Services, which allows for roughly 43 minutes of Downtime in a 30-day month. Current and historical status is published on System Status.
3. Service credits
If Monthly Availability for your Covered Services falls below the target, you are eligible for a credit calculated as a percentage of the monthly Plan fee for the affected month:
| Monthly Availability | Credit |
|---|---|
| 99.0% to below 99.9% | 10% of the monthly fee |
| 95.0% to below 99.0% | 25% of the monthly fee |
| Below 95.0% | 50% of the monthly fee |
- Claims must be sent to [email protected] within 30 days of the end of the affected month, with the dates and times you observed Downtime.
- Credits are applied to a future invoice, are not paid in cash, and cannot exceed 50% of the monthly fee for the affected month.
- Service credits are your sole and exclusive remedy for any failure to meet the availability target.
4. Scheduled maintenance
We perform planned maintenance outside typical business hours for most of our customers and announce it at least 48 hours in advance on System Status and, for maintenance expected to cause Downtime, by email to account owners. Announced maintenance is excluded from Downtime. Emergency security maintenance may be performed with shorter notice.
5. Exclusions
Downtime does not include unavailability caused by:
- announced scheduled or emergency maintenance;
- your equipment, software, network or internet connection, or your DNS and domain configuration for custom domains;
- actions by you or your Users, including misconfiguration, breach of the Acceptable Use Policy or exceeding Plan limits;
- suspension of your account for non-payment or breach of the Terms of Service;
- third-party services outside our control, including payment processing;
- events beyond our reasonable control, such as natural disasters, widespread internet outages, or denial-of-service attacks that we could not reasonably prevent.
6. Support channels
Every plan includes:
- Email: [email protected]
- Phone: +1 (321) 359-3830 during business hours (Eastern Time, Monday to Friday)
- Live chat on erpsx.com
- Support tickets from the panel, and the Help Center
- Documentation at docs.erpsx.com
7. Support response targets
| Priority | Definition | First response target | Update cadence |
|---|---|---|---|
| P1 — Critical | A Covered Service is unavailable for all Users, or data integrity is at risk. | 1 hour, 24×7 | Every 2 hours until resolved |
| P2 — High | A core function (for example POS checkout or journal posting) is unusable with no workaround. | 4 business hours | Daily |
| P3 — Medium | A function is impaired but a workaround exists. | 1 business day | As progress is made |
| P4 — Low | Questions, how-to requests and feature suggestions. | 2 business days | On resolution |
Response targets describe when a member of our team first engages with your request. Resolution times depend on the issue. Customers on Professional and Enterprise plans receive priority in the queue.
8. Backups and recovery
We take regular backups of workspace databases for disaster recovery. Backups exist to restore the platform after a failure on our side; they are not an archive service and do not replace your own exports of records you must retain. If you need a workspace restored because of an error on your side, contact support; we will tell you what is possible and whether a fee applies.
9. Changes to this SLA
We may update this SLA with at least 30 days' notice in the panel or by email. Changes will not reduce the availability target or credits for a period you have already paid for.
Questions about this SLA: [email protected]. Related: Terms of Service, System Status.