Service Level Agreement

Open Dev Kit Preliminary Service Level Agreement (SLA)


This Service Level Agreement (“SLA”) uses definitions, services, governing law and termination laid out in sections 1, 2, 14 and 16 of our EULA. This document is preliminary, only demonstrative and is subject to change without notice at this time.
 

1. Service Availability

Target Uptime:

  • The Provider aims to achieve a minimum uptime of 98% of the time each day, excluding scheduled maintenance windows.

Scheduled Maintenance:
The Provider may perform scheduled maintenance activities, and the Client will be notified in advance via the Status page. Efforts will be made to conduct maintenance during off-peak hours.

2. Performance Metrics

Response Time:

  • The Service Provider commits to maintaining an average response time of 20 seconds for logging into the Service and 10 seconds for basic operations of the Service; some operations will exceed this depending on project/resource size.

Scalability:

  • The infrastructure is designed to scale dynamically to accommodate increased user demand. The Provider will continuously monitor and adjust resources as needed.

3. Incident Response and Resolution

Incident Reporting:

  • The Client shall report any service incidents to the Provider promptly through the designated support communication channels.

Response Time:

  • The Provider will acknowledge incidents within 48 hours and provide an initial resolution or workaround plan within 96 hours.

4. Data Security and Privacy

Data Encryption:

  • All data transmitted and stored within the app will be encrypted using industry-standard protocols.

Data Ownership:

  • The Client retains ownership of their data. The Provider will not access or use Client data for any purpose other than providing the agreed-upon services.

5. Customer Support

Support Channels:

  • The Provider will offer support through channels outlined in Support during normal business hours 10 AM to 4 PM, Monday to Friday (Eastern Time). Hours are subject to change during holidays or depending on team availability.

Support Response Time:

  • The Provider will respond to support requests within 96 hours and will work towards resolving issues promptly.

6. Service Credits

Service outages and increased down time will not be refunded or credited during the Alpha period. Features and framework are subject to change which may cause extended down periods. The provider agrees to minimize all program downtime where available!