Service Level Agreement (SLA)
Our uptime commitment, support response targets, and service credit terms for AlphaClone Business OS customers.
1. Uptime Commitment
AlphaClone Systems ("AlphaClone") commits to a monthly uptime target of 99.9% for all core platform services, including:
- Dashboard and user-facing application (alphaclonesystems.com/dashboard)
- CRM, invoicing, contract, and project modules
- REST API and MCP endpoints
- Authentication and account management services
- Email delivery (transactional) via our platform
Monthly uptime percentage is calculated as: ((total minutes in month − downtime minutes) / total minutes in month) × 100. Scheduled maintenance windows do not count as downtime if announced ≥48 hours in advance.
2. Definitions
Downtime
A period during which the platform is completely inaccessible to all users due to a fault within AlphaClone's infrastructure. Partial degradation (slow performance, one feature unavailable) does not constitute downtime.
Scheduled Maintenance
Planned maintenance communicated via email and in-platform notice at least 48 hours in advance. Scheduled maintenance does not count toward downtime calculations.
Emergency Maintenance
Unplanned maintenance required to protect platform security or stability. AlphaClone will provide as much advance notice as practicable. Emergency maintenance counts as downtime if it exceeds 30 minutes.
Service Credit
A pro-rated credit applied to your next billing cycle as a remedy for verified downtime exceeding the SLA threshold. Credits are non-transferable and have no cash value.
3. Support Response Times
Support response times are measured from the time a ticket is received during business hours (09:00–18:00 UTC, Monday–Friday), unless otherwise stated for your plan tier.
| Priority | Condition | Starter | Pro | Enterprise |
|---|---|---|---|---|
| P0 — Critical | Platform completely inaccessible | 48h | 12h | 4h |
| P1 — High | Core feature broken, no workaround | 72h | 24h | 8h |
| P2 — Normal | Feature degraded, workaround exists | 5 days | 48h | 24h |
| P3 — Low | General question or feature request | 7 days | 5 days | 48h |
Response time = time to first meaningful response, not time to resolution. Resolution times vary by issue complexity.
4. Service Credits
If monthly uptime falls below the thresholds below, you may request a service credit:
| Monthly Uptime | Credit |
|---|---|
| 99.0% – 99.5% | 10% of monthly fee |
| 95.0% – 98.9% | 25% of monthly fee |
| Below 95.0% | 50% of monthly fee |
How to Claim a Credit
Submit a credit request to [email protected] within 30 calendar days of the incident, with the subject line "SLA Credit Request — [Month Year]". Include your account email, approximate downtime window, and any error messages observed. Credits will be applied to the next billing cycle within 10 business days of verification.
5. SLA Exclusions
The uptime SLA does not apply to downtime caused by:
- Scheduled maintenance windows announced ≥48 hours in advance
- Actions taken by you or your team members (e.g., deleting data, misconfiguring integrations)
- Third-party service failures outside AlphaClone's control (e.g., Supabase, Stripe, Cloudflare, Google)
- Force majeure events (natural disasters, war, pandemics, internet infrastructure failures)
- Accounts suspended for violation of the Terms of Service or non-payment
- Issues arising from your use of unsupported browsers or unofficial API integrations
- Free trial accounts (SLA applies only to paid subscriptions)
- Beta features explicitly labeled as "experimental" or "preview"
6. Status & Monitoring
Real-time platform status is published at /platform-status. You can subscribe to status alerts by emailing [email protected] with "Status Alerts" in the subject line. Incident post-mortems for P0 events are published within 5 business days of resolution.
7. Contact
For SLA queries or credit claims: [email protected]