Service Level Agreement for Digital Products Outlet
This Service Level Agreement (SLA) outlines the commitments and expectations between Digital Products Outlet and its users regarding service availability, support, and incident management.
Uptime Commitment
Digital Products Outlet commits to providing an uptime of 99.9% per calendar month. Uptime is calculated as follows:
- Uptime (%) = (Total Minutes in a Month – Downtime Minutes) / Total Minutes in a Month * 100
Scheduled Maintenance
Scheduled maintenance will occur monthly and will be communicated to users at least 48 hours in advance. Maintenance windows will be scheduled during off-peak hours to minimize impact.
Incident Response Times
Incident response times are categorized as follows:
- Critical: Response within 1 hour
- High: Response within 4 hours
- Medium: Response within 1 business day
- Low: Response within 3 business days
Support Tiers
Digital Products Outlet offers the following support tiers:
- Tier 1: Basic support via email (available 24/7)
- Tier 2: Priority support via phone and email (available 8 AM – 8 PM EST)
- Tier 3: Dedicated account manager and 24/7 support (custom agreements)
Exclusions
The following events are excluded from uptime calculations:
- Scheduled maintenance
- Force majeure events (natural disasters, acts of war, etc.)
- Customer-induced outages or issues
Credits for Downtime
If the uptime falls below the committed 99.9%, users are eligible for service credits as follows:
- 99.0% – 99.8% uptime: 10% credit
- 95.0% – 98.9% uptime: 25% credit
- Below 95.0% uptime: 50% credit
Credits will be applied to the next billing cycle upon request.