Service Level Agreement
Transparent commitments for enterprise-grade reliability. We stand behind our platform with measurable guarantees.
Version 2.1 | Effective January 2026
Uptime Guarantee
Measured quarterly
Approximately 43.8 hours of unscheduled downtime annually, or 10.95 hours per quarter maximum.
How We Measure Uptime
Formula:
((Total Minutes − Downtime) / Total Minutes) × 100
Monitoring uses automated systems tracking connectivity to https://www.infodeck.io. Downtime is defined as 15+ consecutive minutes of unavailability.
Exclusions
The following are excluded from downtime calculations:
- Scheduled maintenance (48+ hours notice)
- Force Majeure events
- Internet connectivity issues
- Third-party services
- Customer-caused issues
Service Credits
If we don't meet our uptime commitment, you're entitled to service credits applied to your next invoice.
| Quarterly Uptime | Service Credit |
|---|---|
| 99.0% - 99.49% | 10% |
| 95.0% - 98.99% | 25% |
| Below 95.0% | 50% |
Maximum credit capped at one month's subscription fees per quarter. Credits constitute the sole and exclusive remedy for uptime failures.
Support Response Times
Support available Monday-Friday, 09:00-18:00 SGT. 24/7 monitoring for critical alerts.
Critical
System unavailable
Target Response
4 hours
High
Major functionality impaired
Target Response
8 hours
Normal
Minor issues/questions
Target Response
18 hours
Contact support: support@infodeck.io
Scheduled Maintenance
Maintenance is typically conducted during low-usage periods:
- Weekends
- Weekday nights (00:00-06:00 SGT)
Minimum 48 hours advance notice via email and in-app notifications.
Credit Request Process
- 1
Submit request within 30 days of quarter-end
- 2
Include account details and affected timeframe
- 3
Infodeck responds within 14 days
- 4
Approved credits apply to next invoice
Important Note
This SLA explicitly excludes Professional Services (custom development, consulting, implementation, training). These are governed by separate agreements.
Questions About Our SLA?
Our team is happy to discuss service commitments in detail.