This Service Level Agreement ("SLA") outlines the performance standards and commitments for SearchJet’s hosted services. It applies to customers on paid plans unless otherwise specified in a custom enterprise agreement.
We guarantee a monthly uptime of 99.5% for our hosted search infrastructure. Uptime is calculated based on a calendar month and excludes scheduled maintenance.
We may occasionally perform maintenance that requires downtime. When possible, we will provide at least 24 hours’ notice. Scheduled maintenance does not count toward downtime for SLA purposes.
We monitor our services 24/7. Critical incidents will receive an initial response within 2 hours. Other issues are responded to within 12 business hours.
If monthly uptime falls below the guaranteed level, you may request a service credit. Credit amounts depend on the severity and duration of the outage, and are capped at 10% of your monthly subscription fee.
This SLA does not apply to disruptions caused by third-party services, customer misuse, or events outside our control (e.g., force majeure).
For SLA-related questions or requests, contact us at [email protected].