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Service Level Agreement (SLA)
This SLA document outlines APPHOX’s service availability commitments, issue response timelines, escalation matrix, and service credit eligibility for enterprise customers.
1. Service Availability Commitment
- APPHOX guarantees 99.5% monthly uptime.
- Scheduled maintenance is notified minimum 48 hours prior.
- Zero-downtime deployments where applicable.
2. Response Time Objectives
| Severity | Definition | Initial Response |
|---|---|---|
| Severity 1 | System Down | 30 Minutes |
| Severity 2 | Critical Feature Failure | 2 Hours |
| Severity 3 | Minor Impact | 8 Hours |
3. Escalation Matrix
- Level 1: Support Engineer
- Level 2: Technical Lead
- Level 3: Engineering Head
- Level 4: CTO Office
4. Service Credits
If uptime falls below published SLA, customers may request service credits as per the MSA.