Service Level Agreement
Our commitment to service excellence, uptime guarantees, and support response times for SkillThrive business customers.
Effective Date: August 1, 2024
Version: 3.2
📊 SLA Summary
99.9%
Uptime Guarantee
Monthly availability
<1s
Response Time
Page load target
4h
Support Response
Business hours
RTO
Recovery Target
4 hours maximum
1. Service Availability Commitments
📈 Uptime Guarantees
| Service Tier | Monthly Uptime | Max Downtime/Month | Service Credit |
|---|---|---|---|
| Starter | 99.5% | 3 hours 38 minutes | 10% monthly fee |
| Growth | 99.9% | 43 minutes 50 seconds | 25% monthly fee |
| Enterprise | 99.95% | 21 minutes 55 seconds | 50% monthly fee |
📏 Availability Measurement
Measurement Criteria
- • Measured monthly from 00:00 UTC on the 1st
- • External monitoring from multiple locations
- • HTTP response codes 500-599 count as downtime
- • Response time > 30 seconds counts as downtime
- • Monitoring every 60 seconds, 24/7
Exclusions from SLA
- • Scheduled maintenance (with 24h notice)
- • Force majeure events (natural disasters, etc.)
- • Third-party service provider failures
- • Customer-caused outages or misconfigurations
- • DDoS attacks or other security incidents
⚡ Performance Standards
Response Times
- • Page Load: < 2 seconds (95th percentile)
- • API Responses: < 500ms (average)
- • Search Results: < 1 second
- • File Uploads: < 5 seconds
Throughput
- • Concurrent Users: 10,000+
- • API Requests: 1,000/minute per user
- • Data Processing: Real-time updates
- • Bulk Operations: 10,000 records/minute
Scalability
- • Auto-scaling during traffic spikes
- • No degradation up to 5x normal load
- • Geographic load distribution
- • CDN acceleration for static content
2. Support Response Commitments
🎧 Support Response Times
| Priority Level | Description | First Response | Resolution Target |
|---|---|---|---|
| CRITICAL | Complete service outage, security breach | 1 hour | 4 hours |
| HIGH | Major functionality impaired | 4 hours | 24 hours |
| MEDIUM | Partial service disruption | 8 hours | 72 hours |
| LOW | General questions, feature requests | 24 hours | 5 business days |
📞 Support Channels
24/7 Emergency
- • Phone: +44 800 123 4567
- • SMS: +44 7700 900 123
- • Critical incidents only
- • Enterprise customers priority
Business Hours
- • Live Chat: 9 AM - 6 PM GMT
- • Phone Support: Same hours
- • Video Calls: By appointment
- • Screen sharing available
Always Available
- • Email: support@skillthrive.io
- • Ticket System: 24/7 submission
- • Knowledge Base: Self-service
- • Community Forum: Peer support
👥 Support Team Structure
Escalation Path
1
Level 1: General Support (0-2 hours)2
Level 2: Technical Specialists (2-4 hours)3
Level 3: Engineering Team (4+ hours)4
Management: Critical incidentsTeam Qualifications
- • Industry certifications (AWS, Azure, etc.)
- • Technical product training quarterly
- • Customer service excellence training
- • Multilingual support available
- • Regular knowledge assessments
3. Incident Management Process
🚨 Incident Response Process
1
Detection
Automated monitoring alerts
2
Classification
Priority and impact assessment
3
Response
Team mobilization and action
4
Communication
Customer and stakeholder updates
5
Resolution
Fix and post-incident review
📢 Incident Communication
Communication Channels
- • Status Page: status.skillthrive.io (public)
- • Email Notifications: Critical customers
- • In-App Banners: Active users
- • Support Tickets: Affected customers
- • Social Media: Major incidents only
Communication Timeline
- • Initial notification: Within 30 minutes
- • Regular updates: Every 2 hours
- • Resolution notice: Immediate
- • Post-incident report: Within 48 hours
- • Root cause analysis: Within 1 week
🎯 Recovery Objectives
Recovery Time Objectives (RTO)
- • Critical systems: 1 hour maximum
- • Core platform: 4 hours maximum
- • Secondary features: 24 hours maximum
- • Reporting/Analytics: 48 hours maximum
Recovery Point Objectives (RPO)
- • User data: 0 data loss (real-time backup)
- • Transactional data: < 5 minutes maximum
- • System configurations: < 1 hour maximum
- • Analytics data: < 24 hours maximum
4. Service Credits and Remedies
💰 Service Credit Calculation
Uptime-Based Credits
| Monthly Uptime Achieved | Service Credit | Maximum Credit |
|---|---|---|
| 99.0% to < 99.5% | 10% of monthly fee | 25% total bill |
| 95.0% to < 99.0% | 25% of monthly fee | 50% total bill |
| < 95.0% | 50% of monthly fee | 100% total bill |
Support Response Credits
- • Critical incidents: 5% credit per hour of delay beyond SLA
- • High priority: 2% credit per 4-hour period of delay
- • Medium priority: 1% credit per day of delay
- • Maximum support credit: 25% of monthly fee
📋 Credit Request Process
How to Request Credits
- Submit request within 30 days of incident
- Email support@skillthrive.io with details
- Include account information and timeframe
- Provide evidence if disputing our measurements
- Await response within 10 business days
Credit Application
- • Credits applied to next billing cycle
- • Cannot exceed total monthly charges
- • No cash refunds for credits
- • Credits expire after 12 months
- • Automatic application when possible
⚠️ Credit Limitations
Service credits are your sole and exclusive remedy for any failure by SkillThrive to meet the SLA commitments. The following limitations apply:
- • Credits only for verified outages and delays
- • No credits for exclusions listed in Section 1
- • Maximum 100% of monthly fees in total credits
- • Customer must be current on all payments
- • No double-counting of the same incident
- • Credits don't extend service terms
- • May require service level upgrade for higher SLA
- • Subject to account review for abuse
5. Monitoring and Reporting
📊 Monitoring Infrastructure
External Monitoring
- • Multiple geographic locations
- • Third-party monitoring services
- • Real user monitoring (RUM)
- • Synthetic transaction testing
Internal Monitoring
- • Application performance monitoring
- • Database performance tracking
- • Server health and resource usage
- • Network latency and throughput
Business Metrics
- • User experience metrics
- • Feature availability tracking
- • Error rate monitoring
- • Customer satisfaction scores
📈 SLA Reporting Schedule
Regular Reports
- • Daily: Automated status updates
- • Weekly: Performance summary
- • Monthly: Detailed SLA compliance report
- • Quarterly: Trend analysis and improvements
- • Annual: Comprehensive service review
Report Access
- • Customer dashboard with real-time metrics
- • Email delivery of monthly reports
- • API access for automated integration
- • Historical data retention for 24 months
- • Custom reporting for Enterprise customers
6. SLA Contact Information
📞 SLA Support
SLA Questions: support@skillthrive.io
Service Credits: support@skillthrive.io
Escalations: support@skillthrive.io
Emergency: +44 800 123 4567
📊 Status and Reports
Status Page: status.skillthrive.io
SLA Dashboard: Available in customer portal
Incident History: Last 24 months available
Report Schedule: 1st of each month
Questions About Our SLA?
Contact our customer success team to discuss service levels, request credits, or upgrade your support tier.