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Service Level Agreement
Last updated: June 2025
Our commitment to reliability and performance. This SLA outlines our uptime guarantees, support response times, and service credits.
99.99% Uptime
Enterprise-grade availability with service credits if we fall short.
24/7 Support
Round-the-clock support for Enterprise customers.
Service Credits
Financial credits if we don't meet our commitments.
Uptime by Plan
| Plan | Uptime SLA | Support Hours | Response Time |
|---|---|---|---|
| Teams | 99.9% | Business hours | 24 hours |
| Business | 99.95% | Extended hours | 4 hours |
| Enterprise | 99.99% | 24/7/365 | 1 hour |
Service Credits
Credit Schedule
Monthly uptime < 99.99%10% credit
Monthly uptime < 99.9%25% credit
Monthly uptime < 99.0%50% credit
Monthly uptime < 95.0%100% credit
How to Claim
- Submit a support ticket within 30 days
- Include dates and times of affected service
- Credits applied to next billing cycle
- Maximum credit: 100% of monthly fee
Support Severity Levels
Critical (P1)
Complete service outage affecting all users
Response
15 minutes
Updates
Every 30 minutes
High (P2)
Major feature unavailable or severely degraded
Response
1 hour
Updates
Every 2 hours
Medium (P3)
Minor feature unavailable or partial degradation
Response
4 hours
Updates
Daily
Low (P4)
General questions or minor issues
Response
24 hours
Updates
As needed
SLA Exclusions
The following are excluded from SLA calculations:
- •Scheduled maintenance (with 72-hour notice)
- •Force majeure events
- •Customer-caused issues
- •Third-party service outages
- •Beta or preview features
Questions About SLA?
Contact our support team for SLA questions or to request service credits.
support@tigeraccess.io