Service Level Agreement
Effective Date: 15 July 2026
1. Service Availability
Standard
99.5%
Uptime SLA
Business hours support
Professional
99.9%
Uptime SLA
24/5 support
Enterprise
99.99%
Uptime SLA
24/7 support
2. Incident Response Times
| Severity | First Response | Resolution Target |
|---|---|---|
| Critical (P1) | 1 hour | 4 hours |
| High (P2) | 4 hours | 24 hours |
| Medium (P3) | 1 business day | 3 business days |
| Low (P4) | 2 business days | 7 business days |
3. Exclusions
SLA commitments do not apply during:
- Scheduled maintenance windows (communicated 48 hours in advance)
- Outages caused by third-party infrastructure providers
- Force majeure events beyond our reasonable control
4. Contact
Support: support@droblet.ai