Service Level Agreement (SLA)
1. Agreement Overview
1.1 Purpose
This Service Level Agreement (SLA) defines the performance standards, availability commitments, support procedures, and client responsibilities for Stablestate's unified data center monitoring platform.
1.2 Scope
This SLA applies to all clients subscribing to Stablestate's monitoring services and covers:
- Platform availability and performance commitments
- Support response times and escalation procedures
- Service credits and remedies for SLA breaches
- Monitoring capabilities and alert delivery standards
- Client responsibilities and exclusions
2. Platform Availability Commitments
2.1 Availability Target
2.2 Calculation
Availability is calculated as: Uptime minutes / (Total minutes - Scheduled maintenance) × 100%
2.3 Exclusions (do not count as downtime)
- Scheduled maintenance (announced 7 days in advance)
- Client-initiated actions or configuration changes
- Client's network or infrastructure failures
- Third-party service failures (ISP outages, DNS issues)
- Force majeure events (natural disasters, wars, etc.)
3. Support Response Times
| Tier | Severity | Initial Response | Contact Hours |
|---|---|---|---|
| Basic | Low/Medium | 24 hours | Business hours only |
| Professional | Low/Medium | 4 hours | Business hours only |
| Professional | Critical | 1 hour | 24/7 |
| Enterprise | Low/Medium | 2 hours | 24/7 |
| Enterprise | Critical | 15 minutes | 24/7 |
4. Service Credits
4.1 Availability-Based Credits
If monthly availability falls below our commitment, we'll provide service credits:
| Availability | Service Credit |
|---|---|
| 99.0% - 99.9% | 10% of monthly fees |
| 95.0% - 98.9% | 25% of monthly fees |
| Below 95.0% | 50% of monthly fees |
4.2 How to Claim Credits
- Submit requests within 30 days of the incident
- Credits applied to next month's invoice
- Maximum credit per month: 100% of fees
- Credits are your sole remedy for availability failures
5. Monitoring Commitments
5.1 Data Collection
- Metrics collected every 60 seconds from monitored infrastructure
- Metrics include: CPU, memory, disk, network, temperature, power
- Hardware health monitoring via IPMI/iDRAC/Redfish
- Network monitoring via SNMP
5.2 Alert Delivery
- Alerts delivered within 2 minutes of threshold breach
- Multiple delivery channels: email, SMS, Slack, Teams, PagerDuty
- Alert delivery success rate: 99.5% or higher
- Failed alerts retried automatically
5.3 Data Retention
- Basic tier: 90 days of historical data
- Professional tier: 180 days of historical data
- Enterprise tier: 365 days of historical data
6. Client Responsibilities
To maintain SLA compliance, you agree to:
- Deploy and maintain monitoring agents on your infrastructure
- Configure appropriate alert thresholds
- Maintain sufficient network connectivity for agent communication
- Notify us of infrastructure changes
- Accept responsibility for your monitored systems
- Not use the Service for unauthorized monitoring
7. Change Management
7.1 Planned Maintenance
- Announced minimum 7 days in advance
- Typically scheduled during off-peak hours
- Does not count toward our 99.9% availability commitment
- Maintenance windows: typically 2-4 hours maximum
8. Incident Reporting
8.1 Status Page
Real-time incident status available at: status.stablestateit.com
8.2 Incident Notifications
- Initial notification: Within 15 minutes of incident detection
- Updates: Every 30 minutes until resolved
- Post-incident: Root cause analysis within 48 hours
9. Limitation of Liability
Service credits are your sole and exclusive remedy for any SLA breach. We are not liable for any damages, data loss, or business interruption beyond the service credits specified herein.
10. Contact & Support
General Support: contact@stablestateit.com
Urgent Issues (Enterprise): urgent@stablestateit.com
Phone: 346-509-9418
Status Page: status.stablestateit.com