Service Level Agreement
Our commitment to uptime parameters, response thresholds, and structured timezone integration for enterprise development partners.
1. Incident Response & Resolution
Support tickets and technical incidents are categorized strictly by severity levels. For deployments under active enterprise support agreements, the following response boundaries are guaranteed:
| Severity Level | Operational Definition | Target Response | Target Resolution |
|---|---|---|---|
| P1 (Critical) | Complete system outage. Production endpoints failing, core databases unresponsive, or active security exploit identified. | < 1 Hour | < 4 Hours |
| P2 (High) | Significant feature degradation. App is online, but primary APIs (e.g., RAG vector generation, payment gateways) are failing. | < 4 Hours | < 24 Hours |
| P3 (Medium) | Minor functional defect or non-blocking UI anomaly that does not impede primary business workflows. | < 12 Hours | Next Release Cycle |
| P4 (Low) | General technical queries, minor feature inquiries, or non-critical cloud configuration optimizations. | < 24 Hours | As Scheduled |
2. Timezone Overlap & Engineering Sync
To optimize collaboration and eliminate latency in communication, Acadify enforces structured daily working overlaps for all dedicated systems teams.
4-Hour Active Window
Our tech leads and systems engineers maintain a minimum of 4 hours daily timezone overlap matching your core working hours (PST, EST, or GMT) to conduct live integrations, planning sessions, and system reviews.
Asynchronous Briefs
All developers submit video recordings at the end of each shift, documenting committed codebase blocks, test validations, and current sprint impediments to ensure visibility.
3. Uptime Guarantees & Service Credits
For production environments hosted and managed under Acadify's Cloud DevOps agreements, we guarantee a 99.99% Monthly Uptime Percentage.
| Monthly Uptime Level | Service Credit applied to invoice |
|---|---|
| < 99.99% but ≥ 99.0% | 10% Credit |
| < 99.0% but ≥ 95.0% | 25% Credit |
| < 95.0% | 100% Credit |
Exclusions & Scope Limits
Service guarantees do not cover downtime resulting from third-party foundational models (e.g., Anthropic Claude or OpenAI API networks), client-controlled infrastructure, or scheduled maintenance windows communicated at least 7 days in advance.