Service Level Agreement
Last updated: January 2025
Our Commitment
We guarantee 99.9% uptime for our platform with automatic service credits for any downtime that exceeds this threshold.
1. Service Availability
1.1 Uptime Guarantee
PropPack.ai guarantees 99.9% uptime, measured monthly.
Calculation:
Uptime % = ((Total Minutes in Month - Downtime Minutes) / Total Minutes in Month) × 100
Example:
In a 30-day month (43,200 minutes), 99.9% uptime allows for maximum 43.2 minutes of downtime.
1.2 Excluded Downtime
The following are NOT counted as downtime:
- Scheduled maintenance (announced 48 hours in advance)
- Emergency security patches (announced as soon as possible)
- Issues caused by your internet connection or equipment
- Force majeure events (natural disasters, war, etc.)
- Third-party service failures beyond our control
- Issues caused by your violation of Terms of Service
2. Performance Metrics
Page Load Time
< 2 seconds
Average page load time for 95% of requests
API Response Time
< 500ms
Average API response time for 95% of requests
Document Upload
< 5 seconds
For files up to 10MB
PIP Generation
< 30 seconds
Complete PIP generation time
3. Service Credits
If we fail to meet our 99.9% uptime guarantee, you are eligible for service credits:
| Monthly Uptime % | Service Credit |
|---|---|
| 99.0% - 99.9% | 10% of monthly fee |
| 95.0% - 98.9% | 25% of monthly fee |
| 90.0% - 94.9% | 50% of monthly fee |
| < 90.0% | 100% of monthly fee |
3.1 Claiming Service Credits
To claim service credits:
- Submit a claim within 30 days of the incident
- Email support@proppack.ai with "SLA Credit Claim" in the subject
- Include: Account details, date/time of downtime, description of impact
- We will investigate and respond within 5 business days
- Approved credits will be applied to your next invoice
4. Support Levels
4.1 Standard Support (All Plans)
- Email Support: Response within 24 hours (business days)
- Knowledge Base: 24/7 access to documentation
- Community Forum: Peer-to-peer support
- Hours: Monday-Friday, 9am-5pm GMT
4.2 Priority Support (Professional & Enterprise)
- Email Support: Response within 4 hours
- Live Chat: Available during business hours
- Phone Support: Direct line to support team
- Priority Queue: Faster ticket resolution
- Hours: Monday-Friday, 8am-8pm GMT
4.3 Enterprise Support (Enterprise Plans)
- 24/7 Support: Round-the-clock assistance
- Dedicated Account Manager: Single point of contact
- Custom SLA: Tailored service level agreements
- Onboarding & Training: Personalized setup assistance
- Quarterly Reviews: Performance and optimization meetings
5. Maintenance Windows
5.1 Scheduled Maintenance
- Performed during low-traffic periods (typically Sunday 2am-6am GMT)
- Announced at least 48 hours in advance via email and status page
- Maximum duration: 4 hours per month
- Emergency maintenance may be performed with shorter notice
5.2 Status Updates
Real-time service status available at:
status.proppack.ai
Subscribe to receive automatic notifications about incidents and maintenance.
6. Data Backup & Recovery
6.1 Backup Schedule
- Real-time replication: All data replicated across multiple availability zones
- Daily backups: Full database backups retained for 30 days
- Weekly backups: Retained for 90 days
- Monthly backups: Retained for 1 year
6.2 Recovery Time Objectives (RTO)
- Critical services: 1 hour
- Standard services: 4 hours
- Full data restoration: 24 hours
6.3 Recovery Point Objectives (RPO)
- Maximum data loss: 15 minutes
- Typical data loss: Less than 5 minutes
7. Security Commitments
- Annual third-party security audits
- SOC 2 Type II compliance (in progress)
- ISO 27001 certification (planned 2025)
- Regular penetration testing
- 24/7 security monitoring
- Incident response within 1 hour of detection
8. Limitations
This SLA does not apply to:
- Free trial accounts
- Accounts with outstanding payment issues
- Beta or experimental features
- Third-party integrations or services
- Issues caused by user error or misuse
9. Contact Information
SLA Inquiries:
Email: sla@proppack.ai
Phone: +44 (0) XXX XXX XXXX
Status Page: status.proppack.ai