Service Level Agreement

This page defines response-time terms referenced across our support and hosting pricing pages. Specific commitments for your plan are confirmed in writing at onboarding.

Response-Time Definitions

"Response time" means the time between a support request being submitted through an agreed channel and an initial acknowledgment from our team — not necessarily full resolution.

"Resolution time" varies by issue complexity and is not separately guaranteed unless specified in a plan-specific written agreement.

Coverage Hours

Standard coverage follows our published support hours (see the Contact page). Extended or emergency coverage outside standard hours depends on your specific plan tier, agreed at onboarding.

What This SLA Covers

This SLA applies to support and hosting incidents for actively contracted plans. It does not apply to one-off project work, which is governed by that project's written scope instead.

Uptime

We do not publish a blanket uptime percentage on this page. Where a specific uptime commitment is required, it is documented in a plan-specific written agreement rather than implied here.

Exclusions

This SLA does not cover downtime caused by factors outside our reasonable control (e.g. upstream internet outages, force majeure events), or issues in custom code not developed or maintained by us.