Service Level Agreement

1. Overview

This Service Level Agreement ("SLA") describes the availability commitments and support response targets for SMAD Portal, operated by Extant 2000, LLC ("we", "us"). This SLA applies to all paid subscription tiers.

2. Platform Availability

Uptime Commitment

We target 99.9% monthly uptime for the SMAD Portal cloud service, measured as total minutes in the calendar month minus downtime minutes, divided by total minutes in the month.

Scheduled Maintenance

Planned maintenance windows are scheduled during low-traffic periods (typically Sundays 02:00–06:00 UTC) and announced at least 48 hours in advance via email and the in-app status banner. Scheduled maintenance is excluded from uptime calculations.

Measurement

Uptime is monitored by independent external checks running every 60 seconds from multiple geographic regions. A downtime incident is defined as five or more consecutive failed checks.

3. Support Response Times

Response times are measured from the time a support request is received to the first substantive response from our team. Response targets vary by severity and subscription tier:

Critical (Platform Unavailable)

• Enterprise: 1 hour
• Professional: 4 hours
• Starter: 1 business day

High (Major Feature Impaired)

• Enterprise: 4 hours
• Professional: 1 business day
• Starter: 2 business days

Normal (General Issues)

• Enterprise: 1 business day
• Professional: 2 business days
• Starter: 3 business days

4. Exclusions

This SLA does not apply to:

• Downtime caused by factors outside our reasonable control, including force majeure events, internet access issues, or third-party service failures
• Self-hosted (air-gapped) deployments, which are managed by the customer's infrastructure team
• Free trial accounts
• Features explicitly labeled as "Beta" or "Preview"
• Issues resulting from customer modifications, integrations, or API misuse

5. Service Credits

If monthly uptime falls below the 99.9% commitment, affected customers on paid plans may request a service credit:

• 99.0%–99.9%: 10% credit of monthly subscription fee
• 95.0%–99.0%: 25% credit of monthly subscription fee
• Below 95.0%: 50% credit of monthly subscription fee

Credits must be requested within 30 days of the incident via support@extant2000.com. Credits are applied to future invoices and do not exceed 50% of the monthly subscription fee.

6. Data Backup & Recovery

All customer data is backed up daily with point-in-time recovery available for the preceding 30 days. Backups are stored in geographically separate regions. In the event of data loss, we will use commercially reasonable efforts to restore data from the most recent backup.

7. Incident Communication

During service disruptions, we will post updates to our status page and notify affected Enterprise customers directly. Post-incident reports are published within 5 business days for any incident exceeding 30 minutes of downtime.

8. Contact

For SLA-related inquiries or to request a service credit, contact us at support@extant2000.com.