We review this page regularly and update it whenever plan structure, response targets, or delivery coverage changes.
1. Overview
This Service Level Agreement (SLA) defines Acefina's support standards for retainer clients. Project-based work follows the timeline agreed in the project scope or statement of work.
2. Response times
Our response targets by plan are listed below:
| Plan | Critical | High | Normal |
|---|---|---|---|
| Scale ($7,500/mo) | 15 min | 1 hour | 4 hours |
| Growth ($3,500/mo) | 1 hour | 4 hours | 24 hours |
| Starter ($1,500/mo) | 4 hours | 24 hours | 48 hours |
3. Issue priority definitions
- Critical: Production outage, active security event, or data-loss scenario
- High: Significant degradation affecting business operations
- Normal: Non-urgent issues, optimization requests, and routine questions
4. Availability
- Scale: 24/7 support for critical issues
- Growth: Extended coverage from 8am to 10pm local time, seven days a week
- Starter: Business-hours support from 9am to 6pm, Monday to Friday
5. Communication channels
- Scale: Dedicated Slack channel, WhatsApp, email, and phone escalation
- Growth: Shared Slack or WhatsApp group plus email
- Starter: Email-based support
6. Monitoring and alerting
Growth and Scale plans may include proactive monitoring such as:
- Uptime monitoring and incident alerts
- Performance tracking and trend review
- Security vulnerability checks
- SSL or certificate expiry alerts
- Infrastructure resource monitoring
7. Reporting
- Scale: Real-time visibility plus weekly reporting
- Growth: Weekly performance reporting
- Starter: Monthly performance reporting
8. Exclusions
This SLA does not apply to:
- Issues caused by unapproved client-side changes
- Outages originating with third-party providers such as hosting or CDNs
- Scheduled maintenance announced in advance
- Force majeure events outside reasonable operational control
9. Credits
If we miss our response commitments more than twice in a billing period, eligible Growth and Scale clients receive a 10% credit on the following month's invoice.
10. Contact
For SLA questions or active support concerns, contact hello@acefina.com.