Service Level Agreement (SLA)
This Service Level Agreement defines the service levels and commitments for StableState platform services, including AI-powered automation tools and third-party integrations.
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: [email protected]
- Phone: +1 (346) 509-9418
- Status Page: status.stablestateit.com