Service Level Agreement
Last Updated: January 28, 2025
This Service Level Agreement ("SLA") describes SMERP TEK's commitments regarding uptime, availability, and service credits for our enterprise software products.
Uptime Commitment
SMERP TEK guarantees 99.9% uptime for all production systems covered under this SLA.
Uptime Calculation
Uptime Percentage = (Total Minutes in Month - Downtime Minutes) / Total Minutes in Month × 100
Measured Per Calendar Month: From 00:00 UTC on the 1st to 23:59 UTC on the last day
Monitored 24/7: Automated health checks every 60 seconds from multiple global locations
Publicly Accessible Status Page: Real-time system status available at status.smerptek.com
What is Considered Downtime?
Downtime is defined as a period when the SMERP TEK platform is unavailable or unresponsive for more than 1 minute, as verified by our monitoring systems.
Excludes:
- •Scheduled maintenance windows (announced 7 days in advance)
- •Downtime caused by factors outside our control (force majeure, internet backbone failures)
- •Issues caused by customer's actions, third-party integrations, or customer's infrastructure
- •Beta features or services explicitly labeled as experimental
Service Credits
If we fail to meet our 99.9% uptime commitment, you're eligible for service credits applied to your next billing cycle.
| Monthly Uptime Percentage | Service Credit |
|---|---|
| 99.9% or above | No credit |
| 99.0% - 99.9% | 10% of monthly fees |
| 95.0% - 99.0% | 25% of monthly fees |
| Below 95.0% | 50% of monthly fees |
How to Request Service Credits
- Email info@smerptek.com with "SLA Credit Request" in the subject line
- Include the date(s) and time(s) of the outage
- Submit your request within 30 days of the incident
- We'll review and respond within 5 business days
- Approved credits will be applied to your next invoice
Support Response Times
Our support team is committed to responding to your inquiries based on severity level.
System Down or Unusable
Complete service outage affecting all users. Production environment is down.
Response Time: 1 hour (24/7)
Major Feature Broken
Core functionality is impaired but workarounds exist. Impacts multiple users.
Response Time: 4 hours
Minor Issue
Non-critical functionality affected. Limited user impact with workarounds available.
Response Time: 1 business day
General Inquiry
Questions, feature requests, or cosmetic issues. No immediate business impact.
Response Time: 2 business days
Note: Response times apply to paid plans during business hours (Monday-Friday, 9 AM - 6 PM GST). Critical severity issues receive 24/7 support for Enterprise customers.
Limitations
Service Credit Caps
The maximum aggregate service credits awarded in any 12-month period shall not exceed 30% of the total fees paid during that period.
Sole Remedy
Service credits are your sole and exclusive remedy for any failure by SMERP TEK to meet the uptime commitment set forth in this SLA.
Non-Transferable
Service credits are non-transferable, non-refundable, and cannot be exchanged for cash.