Service Level Agreement
Uptime commitments and support response times
Service Level Agreement (SLA)
Effective Date: February 24, 2026
Last Updated: February 24, 2026
Overview
This Service Level Agreement ("SLA") describes the uptime commitments and support response times for OpsCurb services.
1. Service Availability
1.1 Uptime Commitments
| Plan | Monthly Uptime | Downtime Allowed |
|---|---|---|
| Free | No guarantee | N/A |
| Starter | 99.0% | ~7.2 hours/month |
| Pro | 99.5% | ~3.6 hours/month |
| Enterprise | 99.9% | ~43 minutes/month |
1.2 Uptime Calculation
Uptime Percentage = (Total Minutes in Month - Downtime Minutes) / Total Minutes in Month × 100
Example:
- Month: 30 days = 43,200 minutes
- Downtime: 30 minutes
- Uptime: (43,200 - 30) / 43,200 × 100 = 99.93%
1.3 What Counts as Downtime
Downtime includes:
- ✅ API unavailable (5xx errors)
- ✅ Dashboard inaccessible
- ✅ Scans failing due to our infrastructure
- ✅ Database unavailable
Downtime excludes:
- ❌ Scheduled maintenance (with 48-hour notice)
- ❌ Issues caused by your AWS account
- ❌ Third-party service failures (AWS, Stripe, etc.)
- ❌ Force majeure events
- ❌ Your internet connectivity issues
- ❌ DDoS attacks or security incidents
1.4 Scheduled Maintenance
- Frequency: Monthly (typically)
- Duration: < 2 hours
- Notice: 48 hours advance notice
- Window: Sundays 2-4 AM EST (low-traffic period)
- Excluded from downtime: Yes
2. Support Response Times
2.1 Response Time Commitments
| Plan | Live Chat | Phone | Severity | |
|---|---|---|---|---|
| Free | 48 hours | N/A | N/A | Low |
| Starter | 24 hours | N/A | N/A | Low-Medium |
| Pro | 4 hours | 5 minutes | N/A | Medium-High |
| Enterprise | 1 hour | 2 minutes | 5 minutes | Critical |
2.2 Severity Levels
Critical (P1):
- Service completely unavailable
- Data loss or corruption
- Security breach
- Enterprise only: 1-hour response, 4-hour resolution target
High (P2):
- Major feature unavailable
- Significant performance degradation
- Multiple users affected
- Pro/Enterprise: 4-hour response, 24-hour resolution target
Medium (P3):
- Minor feature issues
- Workaround available
- Single user affected
- All plans: 24-hour response, 72-hour resolution target
Low (P4):
- General questions
- Feature requests
- Documentation issues
- All plans: 48-hour response, best-effort resolution
2.3 Business Hours
Standard Business Hours: Monday-Friday, 9 AM - 5 PM EST (excluding US holidays)
24/7 Support: Pro and Enterprise plans (email and chat)
3. Service Credits
3.1 Eligibility
If we fail to meet our uptime commitment, you may be eligible for service credits.
Requirements:
- You must request credits within 30 days of the incident
- You must provide evidence of downtime (screenshots, logs, etc.)
- Your account must be in good standing (no payment issues)
3.2 Credit Amounts
| Plan | Uptime Achieved | Service Credit |
|---|---|---|
| Starter | < 99.0% | 10% of monthly fee |
| Starter | < 95.0% | 25% of monthly fee |
| Pro | < 99.5% | 25% of monthly fee |
| Pro | < 99.0% | 50% of monthly fee |
| Pro | < 95.0% | 100% of monthly fee |
| Enterprise | < 99.9% | 50% of monthly fee |
| Enterprise | < 99.5% | 100% of monthly fee |
| Enterprise | < 99.0% | 200% of monthly fee |
3.3 Credit Limitations
- Maximum credit: 200% of monthly fee
- Form: Credits applied to future invoices (no cash refunds)
- Exclusions: Credits don't apply to downtime caused by excluded events (see 1.3)
- Sole remedy: Service credits are your sole remedy for SLA breaches
3.4 How to Request Credits
- Email: sla@opscurb.com
- Subject: "SLA Credit Request - [Your Account ID]"
- Include:
- Date and time of downtime
- Duration of downtime
- Evidence (screenshots, error messages)
- Impact on your business
We'll review and respond within 5 business days.
4. Performance Targets
4.1 API Performance
| Metric | Target | Plan |
|---|---|---|
| API Response Time | < 200ms (p95) | All |
| API Response Time | < 100ms (p95) | Enterprise |
| API Error Rate | < 0.1% | All |
| Scan Completion Time | < 5 minutes | All |
4.2 Dashboard Performance
| Metric | Target |
|---|---|
| Page Load Time | < 2 seconds |
| Time to Interactive | < 3 seconds |
| Largest Contentful Paint | < 2.5 seconds |
4.3 Data Freshness
| Data Type | Freshness Target |
|---|---|
| Scan Results | Real-time (during scan) |
| Cost Data | 24 hours (AWS limitation) |
| Metrics | 5 minutes |
| Notifications | < 1 minute |
5. Data Backup & Recovery
5.1 Backup Schedule
- Frequency: Daily automated backups
- Retention: 30 days
- Encryption: AES-256
- Testing: Monthly restore testing
5.2 Recovery Objectives
| Plan | RTO (Recovery Time) | RPO (Recovery Point) |
|---|---|---|
| Free | 24 hours | 24 hours |
| Starter | 12 hours | 24 hours |
| Pro | 4 hours | 24 hours |
| Enterprise | 2 hours | 1 hour |
RTO: Maximum time to restore service after an incident
RPO: Maximum data loss in case of incident
6. Security Incident Response
6.1 Incident Response Times
| Severity | Detection | Notification | Resolution |
|---|---|---|---|
| Critical | < 15 minutes | < 1 hour | < 4 hours |
| High | < 1 hour | < 4 hours | < 24 hours |
| Medium | < 4 hours | < 24 hours | < 72 hours |
| Low | < 24 hours | < 72 hours | Best effort |
6.2 Customer Notification
We'll notify affected customers via:
- Email to account owner
- In-app notification
- Status page update
Timeline: Within 24 hours of confirming a security incident
7. Monitoring & Transparency
7.1 Status Page
URL: status.opscurb.com
Information:
- Current service status
- Scheduled maintenance
- Incident history
- Performance metrics
Subscribe: Email/SMS alerts for incidents
7.2 Incident Reports
For major incidents, we publish post-mortem reports including:
- Timeline of events
- Root cause analysis
- Impact assessment
- Remediation steps
- Prevention measures
8. Limitations & Exclusions
8.1 SLA Exclusions
This SLA does not apply to:
- Free plan: No uptime guarantee
- Beta features: Marked as "beta" or "experimental"
- Third-party services: AWS, Stripe, Supabase, etc.
- Force majeure: Natural disasters, wars, pandemics, etc.
- Customer-caused issues: Invalid credentials, revoked permissions, etc.
- Scheduled maintenance: With proper notice
- Security incidents: DDoS attacks, hacking attempts
8.2 Service Modifications
We reserve the right to:
- Modify this SLA with 30 days notice
- Suspend service for security reasons
- Limit or throttle usage to prevent abuse
- Discontinue features with 90 days notice
9. Dispute Resolution
9.1 Escalation Process
If you're not satisfied with our SLA performance:
- Contact support: support@opscurb.com
- Request escalation: escalations@opscurb.com
- Executive review: Within 5 business days
- Resolution: Within 10 business days
9.2 Arbitration
Disputes not resolved through escalation shall be resolved through binding arbitration as described in our Terms of Service.
10. Contact
For SLA-related questions:
- SLA Credits: sla@opscurb.com
- Status Updates: status.opscurb.com
- General Support: support@opscurb.com
11. Definitions
Uptime: Percentage of time the service is available and operational
Downtime: Time when the service is unavailable or non-functional
Service Credit: Credit applied to future invoices for SLA breaches
Business Hours: Monday-Friday, 9 AM - 5 PM EST
Response Time: Time from ticket creation to first response
Resolution Time: Time from ticket creation to issue resolution
12. Amendments
We may update this SLA from time to time. We'll notify you of material changes via:
- Email notification (30 days advance notice)
- In-app notification
- Status page announcement
Continued use of the service after changes constitutes acceptance.
Last Updated: 2026-02-24
Version: 1.0
This SLA is part of our Terms of Service.