Service Level Agreement
Last Updated: 25 November 2025
This SLA describes the service availability and support levels for the SessionCommander Platform.
This SLA forms part of the Subscription Agreement or Terms of Service.
1. Definitions
- Scheduled Maintenance: Planned downtime with prior notice.
- Emergency Maintenance: Unplanned but critical maintenance.
- Monthly Uptime Percentage: Percentage of time the Platform is available in a calendar month.
- Service Credits: Credits applied to future invoices when SLA commitments are not met.
2. Service Availability
We aim to provide a Monthly Uptime Percentage of:
99.5% availability
This excludes:
- Scheduled maintenance
- Downtime caused by third-party providers
- Force majeure events
- User-side network or device issues
- Feature degradation outside our control (e.g., third-party integrations)
3. Maintenance
3.1 Scheduled Maintenance
- We provide at least 48 hours' notice for scheduled work.
- Such maintenance typically occurs during low-usage periods.
3.2 Emergency Maintenance
May be performed without notice when required for security or stability.
4. Support
Support channels include:
- Email support: support@sessioncommander.com
- Ticketing system or helpdesk: https://support.sessioncommander.com
Response times vary by subscription tier.
Typical response targets:
| Severity Level | Description | Target Response Time |
|---|---|---|
| Critical | Service unavailable | 4 hours |
| High | Major feature broken | 1 business day |
| Normal | Standard issue | 2–3 business days |
| Low | Minor or cosmetic issue | 4–5 business days |
These are best-effort targets, not guarantees.
5. Service Credits
If Monthly Uptime falls below the SLA target, you may request service credits:
| Monthly Uptime | Credit |
|---|---|
| 99.5%–98% | 5% of monthly fee |
| 98%–95% | 10% |
| <95% | 25% |
Credits must be requested within 30 days of the incident and apply to future invoices only.
Credits do not apply if downtime is caused by:
- misuse or configuration issues by the user
- external network failures
- force majeure events
- beta or experimental features
6. Exclusions
This SLA does not apply to:
- Free plans
- Trial accounts
- Guest access
- Third-party integrations
- API rate limits or API outages
- File upload/transcoding delays
7. Changes to SLA
We may update this SLA periodically. Significant changes will be communicated in advance.