Service Level Agreement (SLA) & Uptime Policy
Effective Date: [Insert Date]
This SLA applies to paid i2unifi hosting plans unless a separate written agreement states otherwise.
1. Uptime Commitment
i2unifi targets 99.9% Monthly Uptime for the hosted controller platform.
2. What Counts as Downtime
"Unavailable Minutes" means the Service is unreachable or non-functional for external access, excluding Section 3.
3. Exclusions
- Scheduled maintenance
- Emergency security maintenance
- Customer misconfiguration or customer-side network/device issues
- Third-party outages outside our control
- Force majeure events
- Abuse/attack traffic or suspension due to Terms violations
4. Maintenance Windows
Planned maintenance windows are typically scheduled during low-traffic periods and announced in advance when practical.
5. Support Coverage & Response Targets
Support is provided via [email/ticket portal].
| Severity | Example | Initial Response Target |
|---|---|---|
| P1 Critical | Service fully unavailable | 1 hour |
| P2 High | Major functionality impaired | 4 hours |
| P3 Normal | Non-critical issue/question | 1 business day |
| P4 Low | Minor request/informational | 2 business days |
6. Service Credits
| Monthly Uptime | Credit |
|---|---|
| < 99.9% and >= 99.0% | 10% of monthly fee |
| < 99.0% and >= 95.0% | 25% of monthly fee |
| < 95.0% | 50% of monthly fee |
Credits apply to future invoices only and are not cash refunds.
7. Credit Request Process
To claim a credit, submit a request within 15 days of month-end with outage timestamps and account details.
8. SLA Limits
This SLA states your sole and exclusive remedy for covered service unavailability.
9. Updates
We may update this SLA by posting a revised version on our website.