Our uptime commitment, support response targets, and service credit terms for AlphaClone Business OS customers.

Plain language summary: We target 99.9% monthly uptime. If we fall below 99.5%, you can claim a service credit. Support response times depend on your plan tier. Credits are the sole remedy for availability failures.

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]

Service Level Agreement (SLA)