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p15r
Back to Home99.9% Uptime

Service Level Agreement

Last updated: February 5, 2026

99.9%

Uptime Guarantee

Monthly availability target

24h

Response Time

Support ticket response

4h

Critical Issues

Priority incident response

1. Service Availability

p15r commits to maintaining 99.9% monthly uptime for our production services. This means no more than 43 minutes of downtime per month.

Uptime is calculated as:

Uptime % = (Total Minutes - Downtime Minutes) / Total Minutes × 100

2. Exclusions

The following are not counted as downtime for SLA purposes:

  • Scheduled maintenance (with 48 hours advance notice)
  • Emergency maintenance required for security
  • Issues caused by factors outside our control (e.g., ISP outages, DDoS attacks)
  • Issues resulting from customer actions or third-party services
  • Issues with beta or preview features

3. Service Credits

If we fail to meet our uptime commitment, you may be eligible for service credits:

Monthly UptimeService Credit
99.0% - 99.9%10% of monthly fee
95.0% - 99.0%25% of monthly fee
90.0% - 95.0%50% of monthly fee
Below 90.0%100% of monthly fee

Service credits must be requested within 30 days of the incident and are applied to future invoices.

4. Support Response Times

We commit to the following response times based on issue severity:

P1Critical - Service Unavailable

Response: 4 hours | Resolution: 8 hours

P2High - Major Feature Impaired

Response: 8 hours | Resolution: 24 hours

P3Medium - Minor Feature Impaired

Response: 24 hours | Resolution: 72 hours

P4Low - General Questions

Response: 48 hours | Resolution: Best effort

5. Maintenance Windows

Scheduled maintenance is performed during low-traffic periods:

  • Standard maintenance: Sundays 2:00 AM - 6:00 AM UTC
  • Minimum 48 hours advance notice via email and status page
  • Emergency maintenance may occur with shorter notice for critical security issues

6. Data Backup & Recovery

  • Automated daily backups retained for 30 days
  • Point-in-time recovery available for the last 7 days
  • Geo-redundant storage for disaster recovery
  • Recovery Time Objective (RTO): 4 hours
  • Recovery Point Objective (RPO): 1 hour

Status Page

Monitor our service status and subscribe to incident updates at our status page.

View Status Page

7. Contact

For SLA-related inquiries or to request service credits, contact support@p15r.io.