1. Service Availability

We aim to provide a platform uptime of 99.9% per calendar month, excluding scheduled maintenance. Downtime caused by external providers, force majeure events, or customer misuse is not included in this calculation.

2. Scheduled Maintenance

We may perform scheduled maintenance from time to time. Where possible, we will provide advance notice and schedule updates during off-peak hours to minimise disruption.

3. Support Commitments

Our support team will respond to support requests within the following timeframes:

• Critical issues (platform unavailable): response within 4 hours.
• High-priority issues (major features affected): response within 1 business day.
• Standard issues (minor features, general queries): response within 2 business days.

4. Service Credits

If platform uptime falls below the stated commitment in any given month, customers may be eligible for service credits upon request. Service credits are applied as a discount on the next billing cycle and are the sole remedy for SLA breaches.

5. Customer Responsibilities

Customers must maintain secure login credentials, comply with our Acceptable Use Policy, and ensure their own internet connectivity. We are not responsible for downtime caused by third-party integrations or customer-side issues.

6. Changes to This SLA

We may update this SLA from time to time. Continued use of the service after changes indicates your acceptance of the revised SLA.

7. Contact Us

For SLA-related questions or to request service credits, please contact us at:
Email: support@resellersync.io