Service Level Agreement
Last updated: February 2026
1. Uptime Commitment
Isurdan commits to a 99.9% monthly uptime for all production services (People Experience, Goals, Trust, and API). Uptime is measured as the percentage of total minutes in a calendar month during which the service is available.
Uptime = (Total minutes − Downtime minutes) / Total minutes × 100
2. Response Times
We categorise incidents by severity and commit to the following response times:
| Severity | Description | Response Time |
|---|---|---|
| Critical | Service completely unavailable for all users | 1 hour |
| High | Major feature unavailable, no workaround | 4 hours |
| Medium | Feature degraded, workaround available | 1 business day |
| Low | Minor issue, cosmetic, or feature request | 2 business days |
3. Scheduled Maintenance
Scheduled maintenance is performed during low-traffic hours (typically Saturday 02:00–06:00 UTC). We provide at least 72 hours advance notice for scheduled maintenance via email. Scheduled maintenance windows are excluded from uptime calculations.
4. Service Credits
If monthly uptime falls below 99.9%, affected customers are eligible for service credits:
| Monthly Uptime | Credit (% of monthly fee) |
|---|---|
| 99.0% – 99.9% | 10% |
| 95.0% – 99.0% | 25% |
| Below 95.0% | 50% |
Credits must be requested within 30 days of the incident and are applied to future invoices. Credits do not exceed 50% of the monthly fee and are not payable as cash.
5. Exclusions
This SLA does not apply to:
- Downtime during scheduled maintenance windows (with advance notice).
- Issues caused by the Customer's systems, networks, or misuse of the Service.
- Force majeure events (natural disasters, war, government actions).
- Free trial accounts or beta features.
- Third-party service outages (e.g., Google Cloud, Cloudflare) beyond Isurdan's control.
6. Monitoring
Isurdan monitors all production services 24/7 with automated health checks and alerting. Customers can check current service status at any time. We publish post-incident reports for any outage exceeding 30 minutes.
7. Contact
To report an incident or request a service credit: