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:
- General: support@cloudposse.com
- Emergency: emergency@cloudposse.com
- Legal: legal@cloudposse.com
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