Service Level Agreement
Our commitment to service quality, response times, and support levels for your software solutions.
Response Time SLA
Our guaranteed response times for different issue priorities:
Critical Issues
System-wide outages or critical functionality failures
Response Time
15 minutes
Resolution Time
4 hours
Availability
24/7
High Priority
Major functionality issues affecting multiple users
Response Time
1 hour
Resolution Time
8 hours
Availability
24/7
Medium Priority
Partial system issues or individual feature problems
Response Time
4 hours
Resolution Time
24 hours
Availability
Business hours
Low Priority
Minor issues or enhancement requests
Response Time
24 hours
Resolution Time
72 hours
Availability
Business hours
Performance Monitoring
We use industry-standard monitoring tools to track and report on our SLA compliance:
- Real-time Monitoring24/7 system monitoring with automated alerts
- Monthly ReportsDetailed SLA compliance and performance reports
- Incident TrackingComplete logging and analysis of all incidents
- Performance MetricsComprehensive system performance tracking
Custom SLA Available
Need specific service levels for your business? We can customize our SLA to match your requirements.
SLA Compliance
Response Time99.8%
System Uptime99.9%
Issue Resolution98.5%
Need Support?
- Emergency Support+1 (888) 123-4567
- Email Supportsupport@finlupid.com
- Support Hours24/7/365
