Midnight Mechanism – Service Level Agreement
Monthly Uptime Commitment: 99.95% uptime guaranteed per calendar month.
Service Credits
| Monthly Uptime % | Credit Applied |
|---|
| ≥99.5% and <99.95% | 10% credit |
| ≥99.0% and <99.5% | 25% credit |
| ≥98.0% and <99.0% | 50% credit |
| <98.0% | 100% credit |
Maintenance Notifications: Scheduled maintenance windows are announced at least 48 hours in advance.
Backups
- 30-day backup retention for all customer data.
- Incremental backups occur every 15 minutes.
- Restores are guaranteed within a 2-hour Recovery Time Objective (RTO).
Credit Requests
- Must be submitted within 30 days of the incident.
- Requests must include timestamps, account details, and relevant logs or screenshots.
- Credits are applied to the following billing cycle after validation.
Exclusions
- Force majeure events (e.g., natural disasters, war, or civil unrest).
- Misuse, misconfiguration, or failure by the customer.
- Third-party outages or upstream provider disruptions beyond our control.
Support & Response Times
- Priority 1 (Critical): Initial response within 15 minutes, resolution within 2 hours.
- Priority 2 (High): Initial response within 1 hour, resolution within 4 hours.
- Priority 3 (Normal): Initial response within 4 hours, resolution within 1 business day.
Definitions
- RPO (Recovery Point Objective): 15 minutes.
- RTO (Recovery Time Objective): 2 hours.
- Service Credit: A monetary credit applied to the next billing cycle as compensation for downtime outside of SLA limits.