Service Level Agreement (SLA)
This Service Level Agreement defines the service levels and commitments for StableState DCIM monitoring platform.
1. Service Overview
This SLA applies to all StableState monitoring services including real-time monitoring, alerting, dashboards, and API access.
2. Service Availability Commitment
2.1 Uptime Guarantees
| Service Component | Uptime Target | Monthly Downtime |
|---|---|---|
| Monitoring Platform | 99.9% | Max 43 minutes/month |
| Dashboard & UI | 99.5% | Max 3.6 hours/month |
| API Services | 99.9% | Max 43 minutes/month |
| Alert Delivery | 99.95% | Max 22 minutes/month |
2.2 Uptime Calculation
- Measured on a monthly basis
- Excludes scheduled maintenance (notified 48 hours in advance)
- Excludes customer-side failures
- Excludes third-party service failures (Azure, alerting channels)
3. Support Response Times
| Severity | Definition | Response Time |
|---|---|---|
| Critical | Platform completely down, no monitoring | 1 hour (24/7) |
| High | Significant functionality impaired | 2 hours (24/7) |
| Medium | Minor functionality issues | 4 hours (business hours) |
| Low | Questions, enhancements | 2 business days |
Business Hours: Monday - Friday, 8:00 AM - 6:00 PM Central Time (CT)
4. Performance Guarantees
- Alert Delivery: Critical alerts delivered within 60 seconds of threshold breach
- Dashboard Load: 95th percentile <3 seconds from US regions
- API Response: 99th percentile <500ms response time
- Data Ingestion: <5 minute delay from device polling to dashboard visibility
5. Service Maintenance
5.1 Scheduled Maintenance
- Frequency: Maximum 2 times per month
- Duration: Maximum 4 hours per window
- Notice: Minimum 48 hours advance notice
- Window: Sundays 2:00 AM - 6:00 AM CT preferred
5.2 Emergency Maintenance
- For critical security issues or system failures
- Notice provided as soon as possible
- Target resolution: 4 hours
6. Data Backup & Recovery
- Backup Frequency: Daily automated backups
- Retention: 30 days minimum
- Recovery Time Objective: 4 hours maximum
- Recovery Point Objective: 24 hours maximum
7. Service Credits
If StableState fails to meet SLA commitments:
| Monthly Uptime | Service Credit |
|---|---|
| 99.0% - 99.9% | 10% of monthly fees |
| 95.0% - 99.0% | 25% of monthly fees |
| Below 95.0% | 50% of monthly fees |
Credit Conditions:
- Credits must be requested within 30 days of incident
- Credits applied to next month's invoice
- Maximum total credits: 100% of monthly fees
- Credits are sole remedy for SLA breaches
8. Exclusions
SLA commitments do not apply to downtime caused by:
- Scheduled maintenance with proper notice
- Emergency security maintenance
- Customer-side failures or misconfigurations
- Third-party service outages (Azure, ISPs)
- DDoS attacks (unless due to StableState negligence)
- Force majeure events
9. Contact Information
- Email: contact@stablestateit.com
- Phone: +1 (346) 509-9418
- Status Page: status.stablestateit.com