Service Level Agreement

DeliverOps commits to 99.9% monthly uptime for the production service, measured excluding scheduled maintenance windows.

99.9% uptime equates to approximately 43 minutes of allowed unplanned downtime per month. Uptime is measured at the edge of our infrastructure (Cloudflare) using synthetic monitoring.

Scheduled maintenance windows will be announced at least 72 hours in advance via the DeliverOps status page (status.trydeliverops.com) and email notification to customer admin users.

Scheduled maintenance is typically performed outside federal business hours (between 10pm–4am ET, weekends preferred) and is excluded from uptime calculations.

If monthly uptime falls below the 99.9% commitment, customers on paid plans are entitled to service credits:

- 99.0% to 99.89% uptime: 10% credit of monthly service fee - 95.0% to 98.99% uptime: 25% credit of monthly service fee - Below 95.0% uptime: 50% credit of monthly service fee

Service credits must be requested within 30 days of the affected month and will be applied to the next billing cycle.

Support response times depend on plan and severity:

Founding Cohort & Pro plans: - Critical (production down): 1 business hour - High (major feature broken): 4 business hours - Normal (general inquiry): 1 business day

Starter plan: - Critical: 4 business hours - High: 1 business day - Normal: 2 business days

Federal business hours are 8am–6pm ET, Monday through Friday, excluding federal holidays.

The SLA does not apply to downtime or service impact caused by:

- Scheduled maintenance announced at least 72 hours in advance - Force majeure events (natural disasters, war, terrorism) - Customer actions (misconfiguration, credential issues, exceeding plan limits) - Third-party service outages outside our control (Cloudflare, Supabase, Railway) - Beta, preview, or non-production features clearly marked as such

DeliverOps performs daily automated backups of all customer data with 30-day retention. Point-in-time recovery is available within a 7-day window.

Recovery Time Objective (RTO): 4 hours Recovery Point Objective (RPO): 15 minutes

In the event of a regional failure, full service will be restored from backups within the RTO, with at most RPO worth of recent data potentially lost.

This SLA will become effective for customers alongside DeliverOps general availability in Q4 2026. Founding cohort members will be migrated to this SLA at that time.

Material changes to this SLA will be communicated at least 30 days in advance. Continued use of the service after the effective date constitutes acceptance of the updated terms.

Questions about this SLA or to request a service credit, contact [email protected].