Service Level Agreement
Uptime targets, support response times and service credits for Akontec Store subscriptions.
1. Scope
This SLA applies to paid subscriptions to Akontec Store products. It does not apply to free trials, sandbox environments, beta features labelled as such, or one-off professional services.
2. Uptime commitment
Uptime is measured monthly as the percentage of minutes the service responded successfully to monitoring requests, excluding Excluded Downtime (below).
| Plan | Monthly uptime target | Measurement |
|---|---|---|
| Starter | Best effort | Status page |
| Professional | 99.5% | External monitoring, 1-minute interval |
| Premium / Enterprise | 99.9% | External monitoring, 1-minute interval |
3. Service credits
If we miss the target in a calendar month, you may claim a credit against the following month's fees for the affected product.
| Actual monthly uptime | Credit (Professional) | Credit (Premium / Enterprise) |
|---|---|---|
| Below target but ≥ 99.0% | 5% | 10% |
| Below 99.0% but ≥ 98.0% | 10% | 20% |
| Below 98.0% but ≥ 95.0% | 20% | 35% |
| Below 95.0% | 30% | 50% |
Claims must be made within 30 days of the end of the affected month, by email from an account administrator. Credits are the sole remedy for missed uptime and cannot exceed the monthly fee for the affected product.
4. Support response targets
| Priority | Definition | First response | Update cadence |
|---|---|---|---|
| P1 | Service unavailable or a critical function unusable for all users, with no workaround. | 1 hour (Premium) · 4 hours (Professional) | Hourly |
| P2 | Major function degraded or unusable for many users; a workaround exists. | 4 hours | Daily |
| P3 | Minor issue, question or single-user problem. | 1 business day | Every 2 business days |
| P4 | Feature request or cosmetic issue. | 3 business days | On change |
Response targets are for a first substantive response, not resolution. P1 and P2 are covered 24/7; P3 and P4 during business hours (Mon–Sat, 9:30–18:30 IST).
5. Excluded downtime
The following do not count against uptime: scheduled maintenance announced at least 24 hours ahead (capped at 4 hours per month, outside 22:00–04:00 IST where possible); emergency security patching; failures of your own network, devices or third-party integrations; suspension for non-payment or breach of the acceptable use terms; and events outside our reasonable control.
6. Backups and recovery
Encrypted backups run every 6 hours with 30-day retention. Recovery point objective (RPO) is 6 hours; recovery time objective (RTO) is 4 hours for Premium and Enterprise plans.
7. Changes
We may update this SLA with 30 days' notice to account administrators. Changes do not apply retroactively to a month already in progress.