Service Level Agreement
Last updated: [DATE]
This SLA is a framework for discussion and must be finalised against your commercial agreement. Specific figures below are indicative placeholders.
This Service Level Agreement ("SLA") describes the availability commitment for Callable's services and the remedies if we miss it. It applies to paid plans and forms part of your agreement.
Availability commitment
We target a monthly uptime of [99.9%] for the core platform, measured as the percentage of the month the service is available excluding Excluded Downtime.
Excluded downtime
The commitment does not apply to unavailability caused by: scheduled maintenance (notified in advance); factors outside our reasonable control (including carrier, internet or force-majeure events); your own configuration, equipment or connectivity; suspension for breach of the Acceptable Use Policy or non-payment; or beta/trial features.
Maintenance
We aim to carry out planned maintenance in low-traffic windows and to give [advance notice] for anything likely to be service-affecting.
Support
| Plan | Channels | Target first response |
|---|---|---|
| Standard | [next business day] | |
| Business | Email, portal | [within hours] |
| Enterprise | Email, portal, phone | [priority, 24/7 for Sev-1] |
Service credits
If we miss the availability commitment in a month, you may request service credits against the affected service, calculated on a sliding scale set out in your agreement. Credits are the sole and exclusive remedy for missed availability. [Credit schedule to be completed.]
To request a credit, contact support@callable.io within [30 days] of the affected month.