Service Level Agreement (SLA)
Last updated: June 8, 2026
Effective Date: June 8, 2026
Service Commitment
Pluggedspace is committed to providing highly available and reliable digital infrastructure. For our Enterprise clients, we target a 99.9% Monthly Uptime Percentage for all core services.
1. Availability Framework
"Uptime" is defined as the percentage of time that the service is accessible and operational via the public internet.
| Service Tier | Uptime Target | Support Response |
|---|---|---|
| Standard | 99.5% | 24-48 Hours |
| Professional | 99.9% | 12 Hours |
| Enterprise | 99.99% | 4 Hours (Critical) |
2. Incident Severity Levels
We categorize incidents to prioritize resolution efforts:
- Severity 1 (Critical)Complete service outage or critical data loss affecting all users.
- Severity 2 (High)Major functionality is impaired, but the service remains partially operational.
- Severity 3 (Normal)Minor bugs or performance degradation that does not impact core business operations.
3. Service Credits
In the event of a Service Outage that falls below our committed Uptime Percentage, Enterprise clients may be eligible for service credits applied to future billing cycles, provided the claim is made within 30 days of the incident.
4. Exclusions
The SLA does not apply to outages caused by:
- Scheduled maintenance (notified 48 hours in advance)
- Force Majeure events (natural disasters, war, etc.)
- Client-side network failures or third-party API outages
- Unauthorized modifications to the environment by the client
Need a customized SLA for your organization?
Contact Enterprise Sales