Service Level Agreement (SLA)
Version: 2026-07-04 · Applies to SaaS deployments unless a custom dedicated contract overrides this.
1. Uptime commitment
We target 99.5% monthly uptime for the production SaaS application, excluding scheduled maintenance.
Uptime is measured via our /health endpoint and external monitoring.
2. Scheduled maintenance
Maintenance window: Sunday 02:00–04:00 ICT. We will announce breaking maintenance at least 24 hours in advance when possible.
3. Support response targets
| Severity | First response |
|---|---|
| Critical (production down) | Within 4 hours |
| Normal | Within 24 business hours |
Contact: support@ceosofts.com
4. Backup & recovery (RPO / RTO)
- RPO: Up to 24 hours of data loss in a disaster scenario
- RTO: Service restored within 24 hours for full platform recovery
Dedicated customers may have separate backup schedules per install contract.
5. Exclusions
- Customer network, browser, or third-party payment provider outages
- Force majeure events
- Issues caused by unsupported customisations outside the standard product
6. Service credits
If monthly uptime falls below the target, eligible customers may request a pro-rata service credit on the next invoice. Credits are the sole remedy for SLA breaches unless required by law.