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Service Level Agreement (SLA)

This Service Level Agreement (SLA) defines our commitments regarding availability, performance, and support for Unchartd premium, enterprise, and B2B products (including Labuno and Cognode).

1. Uptime Commitment

We commit to providing a **99.9% Uptime** for premium services during any calendar month, excluding scheduled maintenance. Uptime is calculated as the percentage of time during the month in which the API and core database infrastructure are available and responsive.

2. Support Severity and Response Times

We offer prioritized support tiers for enterprise customers. Severity levels and target initial response times are defined as follows:

  • Severity 1 (Critical): Complete service outage, data corruption, or severe security breach. Target response: **< 2 hours** (24/7).
  • Severity 2 (High): Core features are degraded but workarounds exist. Target response: **< 4 hours** (Business Hours).
  • Severity 3 (Normal): Minor bug or functional issue with negligible impact. Target response: **< 24 hours** (Business Hours).
  • Severity 4 (Low): General questions, feedback, or minor documentation corrections. Target response: **< 48 hours**.

3. Service Credits

In the event we fail to meet our 99.9% uptime commitment, enterprise customers are eligible to receive Service Credits applied against their next monthly billing cycle:

  • < 99.9% but >= 99.0% Uptime: 10% Service Credit.
  • < 99.0% but >= 95.0% Uptime: 25% Service Credit.
  • < 95.0% Uptime: 50% Service Credit.

To claim Service Credits, customers must submit a request to support@unchartd.online within 30 days of the end of the month in which the outage occurred, including diagnostic logs or outage details.