1. Service Availability
Xplorr commits to a monthly platform uptime target of 99.9%, excluding scheduled maintenance windows.
- Scheduled maintenance: Sundays 02:00–06:00 UTC, with at least 48 hours advance notice
- Status page: Real-time platform status is available at status.xplorr.io (powered by Gatus)
2. Uptime Calculation
Monthly uptime percentage is calculated as:
((Total minutes − Downtime minutes) / Total minutes) × 100
The following are excluded from downtime calculations:
- Scheduled maintenance windows
- Force majeure events
- Issues caused by customer actions or configurations
- Third-party provider outages (AWS, Azure, GCP APIs)
3. Service Credits
If monthly uptime falls below 99.9%, eligible customers may request service credits as follows:
| Monthly Uptime | Credit |
|---|---|
| 99.0% – 99.9% | 10% of monthly fee |
| 95.0% – 99.0% | 25% of monthly fee |
| Below 95.0% | 50% of monthly fee |
- Credits are capped at 50% of the monthly fee
- Credits must be requested within 30 days of the incident
- Credits are applied to the next billing cycle (not refunded as cash)
4. Support Response Times
| Severity | Description | Business | Enterprise |
|---|---|---|---|
| Critical | Platform unavailable | 1 hour | 30 minutes |
| High | Major feature degraded | 4 hours | 2 hours |
| Medium | Non-critical issue | 1 business day | 4 hours |
| Low | Question or request | 2 business days | 1 business day |
5. Incident Communication
During incidents, Xplorr provides updates through the following channels:
- Real-time updates on status.xplorr.io
- Email notification to affected organisation admins
- Slack notification if configured
- Post-incident report within 5 business days for Critical and High severity incidents
6. Exclusions
This SLA does not apply to:
- Beta features (clearly labelled in the UI)
- Free tier accounts (best-effort support only)
- Issues caused by customer configuration or misuse
- Third-party service outages beyond our control
7. Contact
For SLA-related enquiries or to request service credits:
Support: [email protected]
Security: [email protected]
Emergency: Include [URGENT] in the subject line