Aswar.io Service Level Agreement (SLA)
Effective Date: 22 September 2025
This Service Level Agreement (SLA) outlines the service levels, availability, and support response times for Aswar.io subscription plans and any Aswar.io-developed add-ons or extensions. Aswar.io may update this SLA periodically, with at least 30 days’ notice to existing customers.
1. Guaranteed Availability
| Plan | Monthly Uptime Guarantee |
|---|---|
| Starter | Best-effort availability (no formal SLA guarantee) |
| Scale | 99.9% uptime |
| Premium | 99.95% uptime for self-hosted clusters (3 hours/year downtime); 99.995% uptime for AWS cloud dedicated clusters. |
2. Definitions
- Available: The Aswar.io console/dashboard and core service (APIs, customer-facing application) are operational and accessible.
- Downtime: A period in which the service is unavailable (e.g., >10% error rate on valid requests).
- Downtime Period: A continuous interval of at least one (1) minute during which the service is in Downtime.
- Monthly Uptime Percentage (MUP): (Total minutes in month − Total downtime minutes) ÷ Total minutes in month.
- Service Credit: A credit applied to the next billing cycle if Aswar.io fails to meet the uptime guarantee.
- Business Hours: 9:00 AM to 5:00 PM local time.
- Severity Levels: Categories of issue severity (1–4) defining response and resolution times.
3. Support Contact & Resolution Times
Support availability depends on plan:
| Plan | Support Channels | Availability |
|---|---|---|
| Starter | None | None |
| Scale | Email / Chat | Extended Hours (8:00 AM – 8:00 PM) |
| Premium | Email / Chat / Help Desk | 24/7 for Severity 1 Issues |
Issue response & resolution targets:
| Severity | Response Time | Resolution Time |
|---|---|---|
| Severity 1 | 30 minutes | 1 Business Day |
| Severity 2 | 4 hours | 2 Business Days |
| Severity 3 | 8 hours | 4 Business Days |
| Severity 4 | 48 hours | Best effort |
4. Downtime & Service Credit Calculation
| Monthly Uptime % | Service Credit (% of monthly fees) |
|---|---|
| 98.99% - 99.50% | 5% |
| 95.00% - 98.99% | 10% |
| 90.00% - 94.99% | 35% |
| Below 90.00% | 50% |
Customers must request the credit within 7 business days after the end of the month in which SLA was not met. Credits are applied to future invoices and cannot exceed 100% of monthly fees.
5. Exclusions & Conditions
- Scheduled maintenance (with at least 24 hours notice).
- Force majeure events.
- Customer misuse, misconfiguration, or third-party dependencies.
- Customer’s own environment issues (e.g. local network).
- Beta or preview features (unless explicitly included).
6. Contact & Support
- Email: support@cloud-commit.io
- Report a bug: https://github.com/Cloud-Commit/aswar.io/issues
- Chat [within the app]
7. Changes to SLA
Aswar.io reserves the right to modify this SLA. Changes will be communicated to customers at least 60 days in advance. Continued use of the service after changes means acceptance of the new SLA terms.