Service Level Agreement

Uptime commitment by plan

Plan	Monthly uptime	Allowed downtime/mo	Service credit
Free, Solo	None	—	None
Starter	99.5%	3h 38min	10%
Business	99.9%	43min	15%
Scale	99.95%	21min	25%
Enterprise	99.99%	4min	50%

Uptime is measured against successful API responses (HTTP 2xx, 3xx, or 4xx where 4xx is client error) at our public-facing endpoints, excluding scheduled maintenance.

Service credit calculation

If uptime falls below the committed level in a calendar month, you may request a service credit equal to the percentage above applied to that month's subscription fees. Credits are capped at one month's subscription. Credits are issued upon written request within 30 days.

Service credits are your sole and exclusive remedy for any unavailability or non-performance of the service.

Support response times

Plan	Critical (P0)	High (P1)	Normal (P2)	Low (P3)
Free	Best effort	Best effort	Best effort	Best effort
Solo	4 business hours	1 business day	2 business days	5 business days
Starter	2 business hours	4 business hours	1 business day	2 business days
Business	1 hour (24×7)	2 hours (24×7)	4 business hours	1 business day
Scale	30 min (24×7)	1 hour (24×7)	2 business hours	4 business hours
Enterprise	15 min (24×7)	30 min (24×7)	1 business hour	2 business hours

Severity definitions:

P0 Critical: Service entirely unavailable; data loss; security breach
P1 High: Major feature unavailable; severe degradation
P2 Normal: Feature partially unavailable; workaround exists
P3 Low: Cosmetic; minor; how-to questions

Exclusions

The SLA does not apply to:

Scheduled maintenance (announced ≥48 hours in advance)
Force majeure events (natural disasters, war, government action)
Issues caused by Customer's misuse, misconfiguration, or third-party services
Beta or preview features (unless explicitly covered)
Issues caused by ISP or upstream provider failures outside our control
Customer's failure to follow security best practices

Maintenance windows

Standard maintenance is performed between 02:00–04:00 UTC on weekends, with 48 hours advance notice via email and the status page. Emergency maintenance may be performed at any time with as much notice as practical.

Status page

Real-time service status is published at status.ideadunes.com, with historical uptime data and incident reports. Customers may subscribe to email or SMS alerts.

Enterprise customizations

Enterprise customers may negotiate alternate SLA terms in their MSA, including dedicated support channels, named escalation contacts, custom maintenance windows, and indemnification provisions.

How to request a credit

Email billing@ideadunes.com within 30 days of the qualifying incident, including:

Your account ID
The incident date and approximate duration
Reference to status page or support ticket
Calculation of credit owed

We will respond within 5 business days. Credits appear on your next invoice.