1. Introduction
This Service Level Agreement ("SLA") defines the service levels that mastersheets.ai commits to provide to its customers. This SLA is part of our Terms of Service and applies to all paid subscriptions. It works together with our Privacy Policy and Data Processing Agreement to provide a complete picture of our service commitments.
By accessing or using our platform, you acknowledge that you have read, understood, and agree to be bound by this Service Level Agreement, our Terms of Service, and all other referenced policies. If you do not agree with any part of these policies, you must not use our platform or services.
2. Service Availability
2.1 Uptime Commitment
We commit to maintaining 99.9% service availability during each calendar month, excluding scheduled maintenance.
2.2 Scheduled Maintenance
- Regular maintenance windows: Sundays 2:00 AM - 4:00 AM UTC
- Emergency maintenance: As needed with maximum 2-hour notice
- Maintenance periods are excluded from uptime calculations
3. Performance Standards
3.1 Response Times
- Page load time: < 2 seconds for 95% of requests
- API response time: < 500ms for 95% of requests
- Data processing time: < 5 seconds for 95% of operations
3.2 Data Processing
- Real-time updates: < 1 second delay
- Batch processing: Within 5 minutes of submission
- Data synchronization: < 30 seconds delay
4. Support Response Times
4.1 Priority Levels
- Critical (Service Unavailable): 15 minutes
- High (Major Feature Unavailable): 1 hour
- Medium (Minor Feature Issue): 4 hours
- Low (General Questions): 24 hours
4.2 Support Channels
- 24/7 Email Support
- Business Hours Chat Support
- Emergency Phone Support (Critical Issues)
5. Data Protection
5.1 Backup Schedule
- Real-time replication
- Daily full backups
- Weekly archive backups
- 30-day retention period
5.2 Recovery Time Objectives
- Point-in-time recovery: < 15 minutes
- Full system recovery: < 4 hours
- Data corruption recovery: < 2 hours
6. Service Credits
If we fail to meet our service commitments, you may be eligible for service credits:
- 99.9% - 99% uptime: 10% credit
- 99% - 95% uptime: 25% credit
- < 95% uptime: 50% credit
7. Monitoring and Reporting
- 24/7 system monitoring
- Real-time performance metrics
- Monthly availability reports
- Quarterly performance reviews
8. Force Majeure
We are not liable for failures or delays in performance due to circumstances beyond our reasonable control, including:
- Natural disasters
- Acts of war or terrorism
- Government actions
- Internet service provider failures
9. Changes to SLA
We may modify this SLA with 30 days' notice. Changes will be communicated via email and posted on our platform.
10. Contact Information
For SLA-related questions or to report issues, please contact us at:
Email: sla@mastersheets.ai
For a complete understanding of our policies, please review our: