Template — not a binding commitment. Replace these targets with service levels you can actually meet, reviewed by counsel, before going live.
Service Level Agreement (SLA)
Version 2026-01
Uptime
Target monthly availability of 99.9% for the core application, excluding scheduled maintenance announced in advance and events outside our reasonable control.
Support response targets
| Severity | Example | First response |
|---|---|---|
| P1 — Critical | Service down for all users | Within 4 business hours |
| P2 — Major | Key feature broken, no workaround | Within 1 business day |
| P3 — Minor | Cosmetic or low-impact issue | Within 3 business days |
Backups
Data is backed up regularly with point-in-time recovery on the production database. Restore procedures are tested periodically.
Maintenance
Planned maintenance that may cause downtime is announced in advance and scheduled for low-traffic windows where practical.