1. Service Commitment
Industry Intelligence is committed to providing a platform availability of 99.9% during each calendar month. If we do not meet this SLA, you may be eligible for service credits as described below.
2. Definitions
2.1 "Monthly Uptime Percentage"
The total number of minutes in a month, minus the number of minutes of Downtime during that month, divided by the total number of minutes in the month.
2.2 "Downtime"
Any period during which the platform is unavailable as measured by our monitoring systems. Scheduled maintenance does not count as downtime.
3. Service Credits
| Monthly Uptime Percentage | Service Credit |
|---|---|
| Less than 99.9% but equal to or greater than 99.0% | 10% of monthly fee |
| Less than 99.0% but equal to or greater than 95.0% | 25% of monthly fee |
| Less than 95.0% | 100% of monthly fee |
4. Support Response Times
Critical Issues
- Initial Response: < 30 minutes
- Regular Updates: Every hour
- Resolution Target: < 4 hours
High Priority Issues
- Initial Response: < 2 hours
- Regular Updates: Every 4 hours
- Resolution Target: < 8 hours
Medium Priority Issues
- Initial Response: < 4 hours
- Regular Updates: Daily
- Resolution Target: < 3 business days
5. Maintenance Windows
Scheduled maintenance is performed during the following windows:
- Regular Maintenance: Sundays 2:00 AM - 6:00 AM EST
- Emergency Maintenance: As needed with minimum 2-hour notice
6. Security Commitments
- 99.99% successful authentication requests
- 24/7 security monitoring and threat detection
- Regular security audits and penetration testing
- Data encryption at rest and in transit
7. Data Recovery
Recovery Point Objective (RPO)15 minutes
Recovery Time Objective (RTO)4 hours
8. Contact Information
For SLA-related inquiries:
- Email: sla@industryintelligence.com
- Phone: 1-800-555-0123 (24/7 Support)
- Support Portal: support.industryintelligence.com