Service Level Agreement
Effective for: Professional and Enterprise plans
1. Uptime Commitment
Ataraxia GRC targets 99.9% monthly uptime for the application, excluding scheduled maintenance windows.
Uptime is calculated as: (Total minutes in month − Downtime minutes) / Total minutes in month × 100
2. Scheduled Maintenance
Maintenance windows are scheduled during low-usage periods (Sundays 2–6 AM ET). Customers are notified at least 48 hours in advance via email. Scheduled maintenance does not count against uptime calculations.
3. Service Credits
If monthly uptime falls below the commitment:
| Monthly Uptime | Service Credit |
|---|---|
| 99.0% – 99.9% | 10% credit on monthly fee |
| 95.0% – 99.0% | 25% credit on monthly fee |
| Below 95.0% | 50% credit on monthly fee |
Credits are applied to the next billing cycle upon request. Credits do not exceed 50% of the monthly fee for the affected period.
4. Exclusions
The uptime commitment does not apply to:
- Force majeure events
- Third-party service outages (Supabase, Stripe, Vercel)
- Customer-caused issues
- Scheduled maintenance windows
- Beta or preview features
5. Support Response Times
| Priority | Professional | Enterprise |
|---|---|---|
| Critical (platform down) | 4 hours | 1 hour |
| High (feature broken) | 8 hours | 4 hours |
| Medium (question/guidance) | 24 hours | 8 hours |
| Low (feature request) | 72 hours | 24 hours |
Support is available via email at support@ataraxiagrc.com. Enterprise customers receive a dedicated support channel.
6. Reporting
To report downtime or request a service credit, email support@ataraxiagrc.com within 30 days of the incident.