Service Level Agreement
Last updated: December 2024
1. Overview
This Service Level Agreement ("SLA") defines the service standards and commitments Acefina provides to retainer clients. Project-based engagements follow the timeline agreed upon in the project scope.
2. Response Times
Our response time commitments by plan:
| Plan | Critical Issues | High Priority | Normal Priority |
|---|---|---|---|
| Scale ($7,500/mo) | 15 minutes | 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: Complete service outage, security breach, or data loss affecting production systems
- High: Significant performance degradation or functionality loss affecting business operations
- Normal: Non-urgent issues, questions, optimization requests, or minor bugs
4. Availability
Support availability by plan:
- Scale: 24/7 support for critical issues
- Growth: Extended hours (8am-10pm local time, 7 days)
- Starter: Business hours (9am-6pm, Monday-Friday)
5. Communication Channels
Depending on your plan:
- Scale: Dedicated Slack channel, WhatsApp, email, phone
- Growth: Slack/WhatsApp group, email
- Starter: Email support
6. Monitoring & Alerting
For Growth and Scale plans, we provide proactive monitoring including:
- Uptime monitoring with instant alerts
- Performance monitoring and trend analysis
- Security vulnerability scanning
- SSL certificate expiration alerts
- Resource usage monitoring
7. Reporting
- Scale: Real-time dashboards + weekly detailed reports
- Growth: Weekly performance reports
- Starter: Monthly performance reports
8. Exclusions
This SLA does not apply to:
- Issues caused by client-side code changes
- Third-party service outages (hosting providers, CDNs)
- Scheduled maintenance (announced 48+ hours in advance)
- Force majeure events
9. Credits
If we fail to meet our response time commitments more than twice in a billing period, Scale and Growth clients receive a 10% credit on the next month's invoice.
10. Contact
For SLA-related questions or to report issues:
Email: hello@acefina.com