Service Level Agreement

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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 Monitoring
    24/7 system monitoring with automated alerts
  • Monthly Reports
    Detailed SLA compliance and performance reports
  • Incident Tracking
    Complete logging and analysis of all incidents
  • Performance Metrics
    Comprehensive 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 Support
    support@finlupid.com
  • Support Hours
    24/7/365