Service Level Agreement (SLA)

Our commitment to reliability and performance

System Uptime
Exceeding
SLA Guarantee:99.9%
Current Performance:99.97%
API Response Time
Exceeding
SLA Guarantee:< 500ms
Current Performance:287ms
Support Response Time
Exceeding
SLA Guarantee:< 2 hours
Current Performance:45 min avg
Data Backup Frequency
Exceeding
SLA Guarantee:Daily
Current Performance:Daily + Real-time
SLA Terms & Conditions

1. Service Availability

We guarantee 99.9% uptime for our platform, measured monthly. This excludes planned maintenance windows (announced 48 hours in advance) and circumstances beyond our control (force majeure).

2. Performance Standards

  • API response times under 500ms for 95% of requests
  • Page load times under 2 seconds
  • Real-time alert delivery within 60 seconds
  • Report generation within 5 minutes

3. Support Response Times

Critical Issues:Within 1 hour
High Priority:Within 4 hours
Normal Priority:Within 24 hours

4. Data Protection & Backup

  • Daily automated backups with 30-day retention
  • Point-in-time recovery capability
  • Encrypted backups stored in multiple geographic locations
  • RPO (Recovery Point Objective): 24 hours
  • RTO (Recovery Time Objective): 4 hours

5. Security Commitments

  • SOC 2 Type II certified infrastructure
  • Annual third-party security audits
  • Quarterly penetration testing
  • 24/7 security monitoring and incident response
  • HIPAA compliance for medical cannabis operations

6. Service Credits

If we fail to meet our SLA guarantees, you are eligible for service credits:

99.0% - 99.9% uptime:10% service credit
95.0% - 99.0% uptime:25% service credit
Below 95.0% uptime:50% service credit

Questions about our SLA? Contact our team at sla@rootedai.com or visit our status page at status.rootedai.com for real-time system metrics.

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