SwiftPress

1. Service Availability

We commit to maintaining a service availability of 99.9% during any calendar month. Service availability is calculated as the percentage of time the service is operational and accessible to users.

2. Service Credits

If we fail to meet the service availability commitment, you may be eligible for service credits as follows:

99.0% - 99.9% availability: 10% credit
98.0% - 99.0% availability: 25% credit
Below 98.0% availability: 50% credit

3. Maintenance Windows

Scheduled maintenance will be performed during off-peak hours with at least 48 hours notice. Emergency maintenance may be performed with minimal notice to address critical security or performance issues.

4. Support Response Times

We commit to the following response times for support requests:

Critical issues: 1 hour
High priority: 4 hours
Medium priority: 24 hours
Low priority: 48 hours

5. Exclusions

The following are excluded from our service availability calculations:

Scheduled maintenance windows
Force majeure events
Customer-caused outages
Third-party service provider outages

6. Monitoring and Reporting

We continuously monitor our service availability and will provide monthly reports upon request. Customers can also access real-time status information through our status page.

7. Contact Information

For SLA-related inquiries or to report service issues, please contact our support team at [Your Support Contact Information].