This Service Level Agreement ("SLA") applies to Real-Lenses Enterprise and API tier subscribers. It defines our commitments for uptime, support response, and service credits.
1. Uptime Commitment
We commit to the following monthly uptime percentages:
- Enterprise Standard: 99.5% uptime
- Enterprise Pro: 99.8% uptime
- Enterprise Max: 99.9% uptime
- API tiers (Starter, Growth, Scale): 99.5% uptime
"Uptime" means the Services are accessible via the web interface and API endpoints. Scheduled maintenance is excluded and conducted during off-peak hours with advance notice.
2. Downtime Measurement
- Uptime is measured monthly, from the 1st to the last day of each month
- Downtime is measured in minutes from the time an incident is confirmed
- Excluded from downtime: scheduled maintenance, force majeure events, internet provider outages, customer-caused issues, and issues with third-party integrations
3. Service Credits
If we fail to meet the uptime commitment, you are eligible for service credits:
- Below 99.5% — 10% of monthly fee credited
- Below 99.0% — 25% of monthly fee credited
- Below 98.0% — 50% of monthly fee credited
- Below 95.0% — 100% of monthly fee credited
To receive credits, you must request them within 30 days of the incident. Credits are applied to your next billing cycle and are not refundable as cash.
4. Support Response Times
| Priority | Description | Response Time |
|---|
| P1 — Critical | Service completely down | 1 hour (Enterprise) / 2 hours (API) |
| P2 — High | Major feature unavailable | 4 hours |
| P3 — Medium | Feature degraded | 1 business day |
| P4 — Low | General inquiry | 2 business days |
Response time means acknowledgment of the issue. Resolution time depends on complexity and severity.
5. Support Channels
- Enterprise tiers: Email support + priority Slack channel
- API tiers: Email support
- Support email: contact@real-lenses.com
- Support is available 24/7 for P1 issues on Enterprise plans
6. Scheduled Maintenance
- We schedule maintenance windows during off-peak hours (typically weekends)
- Advance notice of at least 48 hours is provided for planned maintenance
- Emergency maintenance may be conducted with shorter notice
- Maintenance is kept under 2 hours per window when possible
7. Incident Communication
- Incidents are reported via our status page at real-lenses.com/status
- Enterprise customers receive direct email notifications for P1 incidents
- Post-incident reports are published within 5 business days
8. Exclusions
This SLA does not cover:
- Downtime caused by customer misconfiguration or misuse
- Issues with third-party services (Stripe, Google, Slack, etc.)
- Force majeure events (natural disasters, government actions, network outages)
- Downtime during free trials or free-tier usage
9. Claims
To claim a service credit, email contact@real-lenses.com within 30 days of the incident with: your account email, affected dates, and a description of the impact. We will verify and apply the credit within 2 billing cycles.