Service Level Agreement
Last updated: April 2026
1. Uptime Commitment
This section will define our uptime commitment, target availability percentages, and how uptime is measured.
2. Scheduled Maintenance
This section will describe the maintenance windows, advance notification requirements, and how scheduled maintenance affects uptime calculations.
3. Support Response Times
This section will outline the target response and resolution times for different severity levels and plan tiers.
4. Service Credits
This section will describe the service credit policy, eligibility criteria, and how to request credits for SLA violations.
5. Exclusions
This section will list events and circumstances that are excluded from SLA coverage, such as force majeure events.
6. Contact
For SLA-related inquiries, please contact us at support@scalechat.com.