Service Level Agreement

1. Service Availability

p15r commits to maintaining 99.9% monthly uptime for our production services. This means no more than 43 minutes of downtime per month.

Uptime is calculated as:

Uptime % = (Total Minutes - Downtime Minutes) / Total Minutes × 100

2. Exclusions

The following are not counted as downtime for SLA purposes:

Scheduled maintenance (with 48 hours advance notice)
Emergency maintenance required for security
Issues caused by factors outside our control (e.g., ISP outages, DDoS attacks)
Issues resulting from customer actions or third-party services
Issues with beta or preview features

3. Service Credits

If we fail to meet our uptime commitment, you may be eligible for service credits:

Monthly Uptime	Service Credit
99.0% - 99.9%	10% of monthly fee
95.0% - 99.0%	25% of monthly fee
90.0% - 95.0%	50% of monthly fee
Below 90.0%	100% of monthly fee

Service credits must be requested within 30 days of the incident and are applied to future invoices.

4. Support Response Times

We commit to the following response times based on issue severity:

P1Critical - Service Unavailable

Response: 4 hours | Resolution: 8 hours

P2High - Major Feature Impaired

Response: 8 hours | Resolution: 24 hours

P3Medium - Minor Feature Impaired

Response: 24 hours | Resolution: 72 hours

P4Low - General Questions

Response: 48 hours | Resolution: Best effort

5. Maintenance Windows

Scheduled maintenance is performed during low-traffic periods:

Standard maintenance: Sundays 2:00 AM - 6:00 AM UTC
Minimum 48 hours advance notice via email and status page
Emergency maintenance may occur with shorter notice for critical security issues

6. Data Backup & Recovery

Automated daily backups retained for 30 days
Point-in-time recovery available for the last 7 days
Geo-redundant storage for disaster recovery
Recovery Time Objective (RTO): 4 hours
Recovery Point Objective (RPO): 1 hour

Status Page

Monitor our service status and subscribe to incident updates at our status page.

View Status Page

7. Contact

For SLA-related inquiries or to request service credits, contact info@perspectivetester.com.