Service Level Agreement v1.0
This Service Level Agreement ("SLA") defines the performance commitments and remedies for ABC-IO services.
99.9%
Uptime Commitment
<30s
Failover Target
24/7
Monitoring
1. Service Availability
| Service | Monthly Uptime % | Allowed Downtime/Month |
|---|---|---|
| API Services (REST/GraphQL) | 99.9% | 43 minutes |
| AI Inference Endpoints | 99.9% | 43 minutes |
| Customer Portal | 99.5% | 3.6 hours |
| M2M Commerce API | 99.9% | 43 minutes |
2. Incident Response
| Severity | Description | Response Time | Resolution Target |
|---|---|---|---|
| P1 — Critical | Service completely unavailable | 15 minutes | 1 hour |
| P2 — High | Major feature degraded | 30 minutes | 4 hours |
| P3 — Medium | Minor feature issue | 2 hours | 24 hours |
| P4 — Low | Cosmetic or documentation | 1 business day | 72 hours |
3. Service Credits
If ABC-IO fails to meet the uptime commitment, customers are eligible for service credits:
| Monthly Uptime | Service Credit |
|---|---|
| 99.0% — 99.9% | 10% of monthly fee |
| 95.0% — 99.0% | 25% of monthly fee |
| 90.0% — 95.0% | 50% of monthly fee |
| Below 90.0% | 100% of monthly fee |
4. Exclusions
SLA commitments do not apply to:
- Scheduled maintenance (announced 48 hours in advance)
- Force majeure events (natural disasters, war, government action)
- Customer-caused issues (misconfiguration, exceeded rate limits)
- Third-party service failures (Stripe, Google Analytics, Let's Encrypt)
- Free-tier or promotional services
5. Monitoring & Reporting
- Real-time status available at /status
- Incident history published within 24 hours of resolution
- Monthly uptime reports available on request
- Public incident postmortems for P1/P2 events
6. Support Channels
| Channel | Availability | Response Time |
|---|---|---|
| Email (support@abc-io.net) | 24/7 | Per severity above |
| Ticket System | 24/7 | Per severity above |
| Phone | Business hours (EST) | Immediate |
Last updated: 2026-09-11
Version: SLA/1.0