Service Level Agreement
This SLA forms part of the Terms of Service and the executed Order Form between StageBridge and the Customer Institution.
1. Definitions
- Uptime: the percentage of time in a calendar month during which the Service's customer-facing API and operator console are reachable from the public internet and return a successful response within the documented response time.
- Excluded downtime: scheduled maintenance announced at least 48 hours in advance; downtime caused by a Customer Institution's configuration; downtime caused by an upstream provider's failure outside our control (subject to commercially reasonable efforts); force majeure.
- Severity 1 (Critical): the production Service is unavailable to all users, or no operator can make a decision.
- Severity 2 (High): a core workflow (capture, AI analysis, decision, audit export) is impaired for more than 25% of users.
- Severity 3 (Medium): a non-core workflow is impaired or a single user is blocked.
- Severity 4 (Low): any other issue, including cosmetic.
2. Uptime commitment
| Plan | Uptime target |
|---|---|
| Pilot | 99.0% |
| Production | 99.5% |
| Enterprise (with redundancy) | 99.9% |
3. Service credits
If actual uptime in a calendar month falls below the committed target, the Customer Institution is entitled to a service credit on the next invoice:
| Actual uptime | Credit |
|---|---|
| Target − 0.5% to Target | 5% of that month's fees |
| Target − 1.0% to Target − 0.5% | 10% of that month's fees |
| Below Target − 1.0% | 25% of that month's fees |
Service credits are the Customer Institution's sole remedy for missed uptime. Credits do not roll over and do not convert to cash.
4. Support response and resolution
| Severity | Response (first human reply) | Workaround | Resolution |
|---|---|---|---|
| S1 | 30 minutes (24×7) | 4 hours | 24 hours |
| S2 | 2 business hours | 1 business day | 3 business days |
| S3 | 1 business day | 5 business days | Next minor release |
| S4 | 3 business days | N/A | Best effort |
"Business hours" mean Monday to Friday, 09:00 to 18:00 IST, excluding national holidays of India.
5. Maintenance window
Routine maintenance windows are Sundays 02:00 to 04:00 IST. We will avoid changes that require downtime; where a window is needed we will publish notice to the operator console at least 48 hours in advance.
6. Measurement and reporting
Uptime is measured by our health-check endpoint /healthz and by an independent third-party monitor. Monthly reports are published on the Customer Institution's operator console within 5 business days of month-end. Disputes about measurement must be raised within 30 days.
7. Status communications
During an active S1 or S2 incident we publish updates at least every 30 minutes on the operator console banner and by email to designated incident contacts at the Customer Institution. We publish a written post-incident review within 5 business days of resolution.
8. Exclusions to credits
Service credits do not apply to downtime caused by:
- The Customer Institution's misconfiguration or breach of the AUP.
- Internet, DNS, or upstream provider failures outside our reasonable control.
- Force majeure.
- Scheduled maintenance properly announced.
- Suspension under Section 7 of the Terms.