Effective Date: January 1, 2026
G8KEPR guarantees 99.9% uptime availability for all production services. This SLA defines our commitment to service availability and the remedies available if we fail to meet these commitments.
Our target availability is 99.9% uptime per month, measured on a rolling 30-day basis. This excludes scheduled maintenance windows and force majeure events.
Critical issues (P0): Response within 1 hour, resolution within 4 hours. High priority issues (P1): Response within 4 hours, resolution within 24 hours. Standard issues (P2/P3): Response within 24 hours, resolution within 7 days.
If G8KEPR fails to meet the uptime SLA, customers are eligible for service credits based on the duration of downtime. Credits are applied to future billing cycles.