5. Service Level Agreement (SLA)

5.1. Availability

Target monthly uptime: 99%, excluding scheduled maintenance, force majeure, or external provider failures.

5.2. Support

• Standard: response within 1–5 business days.
• Pro: priority channel, response within 1-3 business hours.
• Enterprise: as agreed in the SLA Annex.

5.3. Incidents and Escalation

• Critical outages: immediate escalation and notification via status page/email.