Response times, uptime guarantees, and what happens if we miss a commitment. No fine print. No "subject to change." Clear obligations, clearly stated.
Get the SLA you deserveResponse time is measured from incident creation to the first meaningful human response from a SocioFi engineer. Automated notifications don't count.
| Priority | Description | Essential | Growth | Scale |
|---|---|---|---|---|
| P1 | Service down, data at risk, security breach | <8 hrs (business hours) | <4 hrs (business hours) | <15 min (24/7) |
| P2 | Major feature broken, significant degradation | <8 hrs (business hours) | <4 hrs (business hours) | <1 hr (24/7) |
| P3 | Minor bug, workaround available | Next business day | <8 hrs (business hours) | <4 hrs (business hours) |
| P4 | Cosmetic issue, minor UX problem | Next maintenance window | Next business day | Next business day |
Uptime is measured as a rolling monthly average across all monitored services. The numbers below represent the maximum allowed downtime under each plan.
We take SLA commitments seriously. When we miss them, we make it right. Here's the credit policy, stated plainly.
Vague SLAs are worth nothing. Here's precisely how we measure, what counts as downtime, and when an incident is considered closed.
These are the only situations where uptime SLA credits do not apply. We keep this list short because it should be.
Your monitoring dashboard shows real-time uptime data and a full incident history. You never have to wait for a report to know how your software is performing. Monthly reports are sent automatically on the 1st of each month, covering the previous period.
Real response time commitments. Real uptime guarantees. Real credits if we miss them. Not the kind of SLA that sounds good but delivers nothing.
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