Service Level Agreement

1. Service Availability

Archotec commits to 99.9% uptime for all production services, measured monthly. This translates to a maximum of 43 minutes of unplanned downtime per month. Availability is calculated as: (Total Minutes - Downtime Minutes) / Total Minutes x 100%.

2. Planned Maintenance

Scheduled maintenance windows are communicated at least 72 hours in advance. Maintenance is typically performed during off-peak hours (02:00-06:00 UTC). Planned maintenance does not count against uptime calculations.

3. Support Response Times

Critical (P1) -- Service completely unavailable: Response within 15 minutes, resolution target 4 hours.

High (P2) -- Major feature degraded: Response within 1 hour, resolution target 8 hours.

Medium (P3) -- Minor feature issue: Response within 4 hours, resolution target 24 hours.

Low (P4) -- General inquiry: Response within 24 hours, resolution target 5 business days.

4. Service Credits

If uptime falls below guaranteed levels, service credits are applied automatically:

99.0% - 99.9%: 10% credit on monthly bill. 95.0% - 98.9%: 25% credit on monthly bill. Below 95.0%: 50% credit on monthly bill.

Credits are applied to the following month's invoice. Maximum credit per month is 50% of the monthly fee.

5. Exclusions

The SLA does not apply during: scheduled maintenance windows, force majeure events (natural disasters, war, pandemic), issues caused by customer's network or infrastructure, DDoS attacks or other malicious external activity, or service disruptions caused by customer actions.

6. Monitoring

We continuously monitor all services from multiple geographic locations. Real-time status is available at status.archotec.ai. Automated alerts notify our engineering team of any degradation within 60 seconds.

7. Incident Communication

During service disruptions we provide: real-time updates on the status page, email notifications for P1/P2 incidents, post-incident reports within 48 hours for P1 incidents, and root cause analysis for recurring issues.

8. Data Backup

All customer data is backed up: continuously with point-in-time recovery capability, daily encrypted snapshots retained for 30 days, weekly snapshots retained for 90 days, and geographically distributed across at least 2 regions.

9. Disaster Recovery

Recovery Point Objective (RPO): Maximum 1 hour of data loss. Recovery Time Objective (RTO): Maximum 4 hours to full service restoration. All disaster recovery procedures are tested quarterly.

10. SLA Review

This SLA is reviewed and updated annually. Changes will be communicated 30 days before taking effect. Enterprise customers may negotiate custom SLA terms.