Service Level Agreement
Last updated: September 6, 2026
We hold ourselves to measurable standards. This agreement sets out the availability targets, support response times, and remedies that apply to SnoozeLogic managed services.
1. Our Commitment
This Service Level Agreement ("SLA") describes our commitments for service availability and support responsiveness for managed services delivered by SnoozeLogic. The SLA applies to services identified as covered in the applicable statement of work and does not apply to client-managed environments or third-party platforms outside our control.
2. Service Availability
We target a monthly uptime of 99.9% for covered services, measured per calendar month and excluding scheduled maintenance and the exclusions described below. "Downtime" means a material inability to access a covered service, verified by our monitoring systems.
| Metric | Commitment |
|---|---|
| Monthly uptime target | 99.9% (maximum ~43 minutes of downtime) |
| Measurement window | Each calendar month |
| Monitoring | Continuous, 60-second check intervals |
| Uptime reporting | Monthly report available on request |
3. Scheduled Maintenance
Scheduled maintenance is performed outside peak business hours wherever possible and is announced at least 48 hours in advance. Emergency security patches may be applied on shorter notice, with a follow-up explanation. Scheduled maintenance that exceeds two hours counts toward downtime for SLA purposes.
4. Support Response Times
Support requests are prioritized by severity. First response is measured from ticket acknowledgment, and targets below reflect business hours for normal-priority items; critical issues are handled around the clock.
| Severity | Definition | First Response | Target Resolution |
|---|---|---|---|
| S1 — Critical | Covered service unavailable or unusable for all users | 30 minutes, 24/7 | 4 hours |
| S2 — High | Major feature degraded with no viable workaround | 2 business hours | 1 business day |
| S3 — Normal | Minor issue with a reasonable workaround | 1 business day | 5 business days |
| S4 — Low | Questions, requests, and planning items | 2 business days | Best effort |
5. Service Credits
If covered availability falls below the monthly target in a given month, eligible clients may request a credit of 10% of the monthly service fee for the affected service, rising to 25% where availability falls below 99.0%. Credits are the sole remedy for availability shortfalls, require a request within thirty days of the end of the affected month, and exclude months affected by the exclusions below.
6. Exclusions
The SLA does not cover unavailability caused by:
- —Factors outside our reasonable control, including upstream cloud or network provider failures.
- —Client-owned systems, configurations, or custom integrations.
- —Actions taken by the client or its users, such as exceeding agreed quotas or modifying managed infrastructure.
- —Scheduled maintenance announced in advance.
- —Suspensions required by law or reasonable security practice.
7. Contact
To report an incident or request an SLA report, contact snoozescript@gmail.com or use the support channels listed on our Help Center. Critical issues should always be flagged as such in the subject line so they are prioritized correctly.