Commitment
Service Level Agreement
Our commitment to reliability, availability, and responsive support.
Last updated: March 1, 2026
1. Service Availability
IdeaDunes commits to maintaining 99.9% uptime for the platform, measured monthly, excluding scheduled maintenance windows. This applies to all paid plans.
| Metric | Target | Measurement |
|---|---|---|
| Platform Availability | 99.9% | Monthly, rolling |
| API Availability | 99.9% | Monthly, rolling |
| Scheduled Maintenance Window | Max 4 hrs/month | Pre-announced 48 hrs ahead |
2. Support Response Times
Response times vary by plan tier and issue severity:
| Severity | Individual | Small Business | Mid Business | Large/Enterprise |
|---|---|---|---|---|
| Critical (service down) | 24 hours | 4 hours | 2 hours | 30 minutes |
| High (major feature impaired) | 48 hours | 8 hours | 4 hours | 1 hour |
| Medium (feature degraded) | 72 hours | 24 hours | 8 hours | 4 hours |
| Low (general inquiry) | 5 business days | 48 hours | 24 hours | 8 hours |
3. Service Credits
If monthly uptime falls below the committed level, eligible customers receive service credits:
| Monthly Uptime | Service Credit |
|---|---|
| 99.0% – 99.9% | 10% of monthly fee |
| 95.0% – 99.0% | 25% of monthly fee |
| Below 95.0% | 50% of monthly fee |
Service credits must be requested within 30 days of the incident via support. Credits are applied to future billing and do not exceed 50% of monthly fees.
4. Exclusions
This SLA does not apply to:
- Free tier accounts
- Scheduled maintenance (announced 48+ hours in advance)
- Force majeure events (natural disasters, government actions, etc.)
- Issues caused by customer's internet connectivity, hardware, or third-party software
- Abuse, misuse, or violation of our Acceptable Use Policy
5. Data Backup & Recovery
- Daily automated backups with 30-day retention
- Point-in-time recovery available for enterprise plans
- RTO (Recovery Time Objective): 4 hours
- RPO (Recovery Point Objective): 1 hour
6. Communication
IdeaDunes will communicate service disruptions through:
- Real-time status updates at status.ideadunes.com
- Email notifications to account administrators
- In-app notifications for active sessions
- Post-incident reports within 72 hours for Critical incidents
7. Escalation Procedures
If you are not satisfied with the response to a support ticket, you may escalate as follows:
| Escalation Level | Timeframe | Contact |
|---|---|---|
| Level 1 – Support Team Lead | After initial response SLA exceeded | Via ticket escalation button |
| Level 2 – Engineering Manager | 4 hours after Level 1 | [email protected] |
| Level 3 – VP of Engineering | 8 hours after Level 2 | [email protected] |
| Level 4 – Executive Team | 24 hours after Level 3 | [email protected] |
Enterprise customers with a dedicated account manager may escalate directly to their assigned representative at any time.
8. Infrastructure and Monitoring
- Global CDN: Content delivery network for low-latency access worldwide
- Multi-region hosting: Redundant infrastructure across geographically distributed data centers
- 24/7 automated monitoring: Continuous health checks every 30 seconds on all critical services
- Auto-scaling: Elastic capacity to handle traffic spikes without degradation
- DDoS protection: Enterprise-grade mitigation with real-time traffic analysis
- Database redundancy: Automated failover with read replicas for high availability
9. Security Incident Response
In the event of a security incident affecting customer data:
- Detection to containment: Target within 1 hour
- Customer notification: Within 24 hours of confirmed breach (within 72 hours per GDPR)
- Root cause analysis: Published within 5 business days
- Remediation plan: Delivered within 10 business days
Security incidents can be reported to [email protected] or through our Responsible Disclosure program.
10. Performance Targets
| Metric | Target |
|---|---|
| Page load time (dashboard) | < 2 seconds (P95) |
| API response time | < 200ms (P95) |
| Search query response | < 500ms (P95) |
| Email delivery (transactional) | < 30 seconds |
| File upload processing | < 5 seconds for files up to 25MB |
| Report generation | < 10 seconds for standard reports |
11. Maintenance Windows
- Scheduled maintenance: Sundays 02:00–06:00 UTC, announced 48+ hours in advance
- Emergency maintenance: Communicated via status page and email as soon as possible
- Zero-downtime deployments: Routine updates are deployed using rolling deployment with no service interruption
- Feature releases: Announced via in-app notifications and release notes at changelog
12. Amendments
IdeaDunes may update this SLA with 30 days' notice. Material changes that reduce service levels will not apply to existing contracts until renewal. The latest version is always available at this URL.