Service Level Agreement (SLA)

This Service Level Agreement (SLA) defines the service commitments and support levels for Atmos Pro.

1. Service Availability

1.1 Uptime Commitment

Cloud Posse commits to maintaining 99.9% uptime for Atmos Pro services during each calendar month.

1.2 Availability Calculation

Availability is calculated as:

Availability = (Total Minutes - Downtime Minutes) / Total Minutes × 100

1.3 Exclusions

The following are excluded from uptime calculations:

Scheduled maintenance windows
Force majeure events
Issues caused by third-party services
User-initiated actions or misconfigurations

2. Support Response Times

2.1 Standard Support

Initial Response: Within 2 business days
Resolution: Best effort based on issue complexity
Communication: Email and documentation

2.2 Priority Support

Initial Response: Within 4 business hours
Resolution: Based on SLA commitments in your plan
Communication: Email, documentation, and designated channels

2.3 Emergency Support

Initial Response: Within 1 business hour (for critical issues)
Resolution: Immediate attention for service-impacting issues
Communication: Phone and email escalation

3. Business Hours

3.1 Standard Hours

Monday–Friday, 9:00 AM – 5:00 PM PT
Excludes U.S. public holidays

3.2 Observed U.S. Holidays

Cloud Posse does not provide support on the following U.S. holidays:

New Year's Day (January 1)
Martin Luther King Jr. Day (3rd Monday in January)
Washington's Birthday (3rd Monday in February)
Memorial Day (Last Monday in May)
Independence Day (July 4)
Labor Day (1st Monday in September)
Veterans Day (November 11)
Thanksgiving Day (4th Thursday in November)
Day After Thanksgiving (4th Friday in November)
Christmas Day (December 25)

4. Service Credits

4.1 Credit Eligibility

Service credits may be available if we fail to meet our uptime commitment:

99.0% - 99.9%: 10% credit
95.0% - 99.0%: 25% credit
Below 95.0%: 50% credit

4.2 Credit Process

To request a service credit:

Submit a request within 30 days of the incident
Include details of the downtime period
We will review and respond within 10 business days

5. Monitoring and Reporting

5.1 Service Monitoring

We continuously monitor Atmos Pro services for:

System availability and performance
Error rates and response times
Security incidents and threats

5.2 Status Page

Service status is available at our status page with real-time updates on:

Current service status
Incident reports and updates
Scheduled maintenance notifications

6. Incident Management

6.1 Incident Classification

Incidents are classified by severity:

Critical: Service completely unavailable
High: Major functionality impaired
Medium: Minor functionality affected
Low: Cosmetic issues or minor bugs

6.2 Communication

During incidents, we provide:

Initial acknowledgment within response time
Regular updates on progress
Resolution notification
Post-incident report (for critical/high severity)

7. Maintenance Windows

7.1 Scheduled Maintenance

Frequency: Monthly or as needed
Duration: Typically 2-4 hours
Notification: 7 days advance notice
Timing: Scheduled during low-usage periods

7.2 Emergency Maintenance

Notification: As much advance notice as possible
Duration: Minimized to essential fixes only
Communication: Immediate status updates

8. Contact Information

For SLA-related inquiries:

9. Changes to SLA

Cloud Posse reserves the right to update this SLA periodically. Any material changes will be communicated to subscribers via email or website announcement.

Last updated: December 2024