Service Level Agreement (SLA)

This Service Level Agreement applies to Enterprise tier customers ofPetPath. We are committed to providing reliable, high-performance service.

1. Uptime Guarantee

Exclusions

The uptime guarantee does not apply to:

• Scheduled maintenance windows (announced 48 hours in advance)
• Force majeure events (natural disasters, war, pandemics, etc.)
• Issues caused by customer's infrastructure or internet connectivity
• Third-party service failures (AWS, Stripe, Clerk, etc.)
• DDoS attacks or other malicious traffic

2. Support Response Times

3. Service Credits

If we fail to meet our 99.9% uptime guarantee in a given month, Enterprise customers are eligible for service credits:

Claiming Credits

To claim service credits, contact support@petpath.studio within 30 days of the end of the affected month. Credits will be applied to your next monthly invoice.

4. Maintenance Windows

• Scheduled maintenance is performed during low-traffic periods (typically late night UTC)
• We provide at least 48 hours notice via email and status page
• Emergency maintenance may be performed with shorter notice if security is at risk
• Typical maintenance windows are less than 2 hours

5. Monitoring & Status

Real-time system status and historical uptime data are available at our status page at status.contractplan.com. Enterprise customers receive proactive notifications of any issues via email and SMS.

6. Data Backup & Recovery

• Backups: Automated daily backups with 30-day retention
• Point-in-time recovery: Available for last 7 days
• Recovery Time Objective (RTO): 4 hours for critical incidents
• Recovery Point Objective (RPO): Maximum 24 hours of data loss

7. Security Incidents

In the event of a security incident that may affect customer data, we will notify affected Enterprise customers within 24 hours of discovering the incident. Notification will include the nature of the incident, data affected, and remediation steps.

8. Contact Information