Service Level Agreement (SLA)

1. Introduction

This Service Level Agreement ("SLA") defines the service levels, performance metrics, and support commitments for the CBAMOS platform. This SLA is part of the Terms of Service between the Provider and the subscribing organization.

2. Service Availability

Monthly uptime commitment by plan:

• Standard: 99.5% (~3.6 hours downtime/month allowed)
• Professional: 99.9% (~43 minutes/month)
• Enterprise: 99.95% (~22 minutes/month)

Scheduled maintenance (with notice), emergency security patches, force majeure, and customer-caused issues are excluded from downtime calculation.

3. Service Credits

If uptime falls below commitment, service credits may apply:

• 99.0% – 99.9%: 10% of monthly fee
• 95.0% – 98.99%: 25% of monthly fee
• 90.0% – 94.99%: 50% of monthly fee
• Below 90.0%: 100% of monthly fee

Credit requests must be submitted within 30 days of the incident. Credits are applied to the next billing cycle and are not convertible to cash.

4. Performance Targets

Target response times (P95): page load < 2s, API response < 500ms, report generation < 30s. Support hours vary by plan (business hours for Standard, extended for Professional, 24/7 for Enterprise).

5. Contact

For SLA or support questions:

Email: [email protected]
Legal: [email protected]