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SLA

Service Level Agreement

Transparent uptime commitments and support response times so you can plan with confidence.

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Uptime

Availability Commitments

Each tier defines a minimum Monthly Uptime Percentage. Uptime is measured as total minutes in the calendar month minus downtime minutes, divided by total minutes.

Community

99.0% monthly uptime. Ideal for development and non-critical workloads. Community forum support with best-effort response times.

Professional

99.9% monthly uptime. Built for production workloads requiring reliable availability. Email and chat support with guaranteed response windows.

Enterprise

99.95% monthly uptime. Mission-critical tier with dedicated infrastructure, priority routing, and a named Technical Account Manager.

Support

Response Time Targets

Initial response times vary by severity level and your subscription tier. All times are measured during business hours (24x7 for Enterprise Critical).

SeverityCommunityProfessionalEnterprise
Critical — Platform down, no workaround4 hours2 hours1 hour
High — Major feature impaired24 hours8 hours4 hours
Medium — Minor feature issue, workaround exists48 hours24 hours8 hours
Low — General question or feature requestBest effort48 hours24 hours
Credits

Downtime Credit Policy

If HyperSDK fails to meet the uptime commitment for your tier, you may request service credits applied to future invoices.

Monthly UptimeCredit (% of Monthly Fee)
Below SLA but above 99.0%10%
98.0% to 99.0%25%
Below 98.0%50%

Credit Request Process

  1. Submit a credit request via the support portal within 30 days of the affected month.
  2. Include the dates and times of observed downtime.
  3. HyperSDK will validate the claim against internal monitoring data within 5 business days.
  4. Approved credits are applied to your next invoice and do not expire for 12 months.

Exclusions

The following are excluded from uptime calculations:

  • Scheduled maintenance communicated at least 72 hours in advance.
  • Downtime caused by factors outside HyperSDK's control (force majeure, network provider outages, DNS issues).
  • Issues resulting from customer misconfigurations or unauthorized modifications.
  • Alpha or beta features explicitly marked as not covered by SLA.

Questions?

For questions about this SLA or to discuss Enterprise-tier terms, contact us at sales@hypersdk.cloud or visit our Contact page.