Service Level Agreement
Last updated: March 18, 2026
1. Availability Target
EthnicPath Virtual targets a minimum of 99.9% uptime for our managed platform infrastructure, measured on a monthly basis. Uptime is calculated as the total minutes in a calendar month minus any downtime, divided by the total minutes in that month.
2. Service Credits
If validated uptime falls below the target, affected clients are eligible for service credits applied to their next billing cycle:
| Monthly Uptime | Credit (% of MRC) |
|---|---|
| 99.0% – 99.9% | 10% |
| 95.0% – 99.0% | 25% |
| Below 95.0% | 50% |
Maximum credit is capped at 100% of the Monthly Recurring Charge (MRC) for the affected period. Credit requests must be submitted within 15 days of the incident with a valid support reference.
3. Support Response Targets
| Severity | Description | Response | Resolution Target |
|---|---|---|---|
| Critical | Total platform outage | 15 min | 4 hours |
| High | Major feature degradation | 30 min | 6 hours |
| Medium | Minor feature issue | 1 hour | 12–24 hours |
| Low | General inquiry / non-urgent | 4 hours | 48 hours |
4. Maintenance Windows
- Scheduled Maintenance: We will provide a minimum of 5 business days' notice for planned maintenance. Maintenance is typically performed during off-peak hours.
- Emergency Maintenance: In critical situations requiring immediate attention, we may perform emergency maintenance with minimal notice. Affected clients will be notified as soon as practicable.
5. Exclusions
This SLA does not apply to service interruptions caused by:
- Force majeure events (natural disasters, acts of war, government actions)
- Scheduled or emergency maintenance windows
- Client-side equipment, network, or internet service failures
- Third-party internet or carrier outages
- Actions or inactions of the client, including misconfiguration
- Features designated as “beta” or “preview”
6. Contact
For support requests or to submit a credit claim, contact support@ethnicpath.com.