Service Level Agreement (SLA)
A Service Level Agreement (SLA) describes the service levels we guarantee, including uptime, support, and response times.
Enterprise-grade beschikbaarheid
Voor kritieke issues (Agency plan)
Persoonlijke account manager (Pro+)
Compensatie bij downtime
Uptime guarantees
We strive for maximum availability of our platform. The uptime guarantee varies by plan:
| Plan | Uptime garantie | Beschrijving |
|---|---|---|
| Starter | 99.0% | Standard uptime guarantee |
| Growth | 99.5% | Enhanced uptime guarantee |
| Pro | 99.9% | Enterprise-grade uptime |
| Agency | 99.95% | Maximum availability |
Planned maintenance does not count towards uptime calculation. We announce planned maintenance at least 48 hours in advance.
Response times
Our guaranteed response times for support tickets:
| Prioriteit | Starter | Growth | Pro | Agency |
|---|---|---|---|---|
Critical Platform completely unavailable | - | 4 hours | 1 hour | 30 min |
High Important functionality not working | - | 8 hours | 4 hours | 2 hours |
Normal Minor issues or questions | 48 hours | 24 hours | 8 hours | 4 hours |
Low Feature requests, feedback | 5 days | 3 days | 2 days | 1 day |
Support levels
Available support per plan:
| Feature | Starter | Growth | Pro | Agency |
|---|---|---|---|---|
| Email support | ||||
| Priority support | ||||
| Phone support | ||||
| Dedicated account manager | ||||
| Dedicated Slack channel | ||||
| Custom training | ||||
| Quarterly business reviews |
SLA credits
If we don't meet our uptime guarantee, you automatically receive service credits:
- 99.9% - 99.5% uptime: 10% credit on your monthly invoice
- 99.5% - 99.0% uptime: 25% credit on your monthly invoice
- 99.0% - 95.0% uptime: 50% credit on your monthly invoice
- < 95.0% uptime: 100% credit on your monthly invoice
Credits are automatically applied to your next invoice. Credits are not redeemable for cash.
Request an SLA
A formal SLA is available for Pro and Agency subscriptions.
SLAs are available for Pro and Agency customers.
Log in to request an SLA, or contact us at legal@sidekickmark.app.
Questions?
Do you have questions about our SLA or service levels?
Email: support@sidekickmark.app
We respond within 24 hours.