Service Level Agreement

This Service Level Agreement ("SLA") defines the availability targets and support commitments for Sixty67 Intelligence.

Uptime Target

We target 99.9% monthly uptime for the Service, excluding scheduled maintenance.

Scheduled Maintenance

Scheduled maintenance is performed during off-peak hours (12:00am to 6:00am Eastern Time) with at least 72 hours notice.

Service Credits

If monthly uptime falls below 99.9%, eligible customers receive service credits:

• 99.0% to 99.89%: 10% credit
• 95.0% to 98.99%: 25% credit
• Below 95%: 50% credit

Exclusions

Downtime caused by factors outside our control (internet providers, third-party services, force majeure, or customer misconfiguration) is excluded from uptime calculations.

Incident Response Times

• Critical: 30 min acknowledgement, 4 hr resolution target
• High: 2 hr acknowledgement, 8 hr resolution target
• Medium: 4 hr acknowledgement, 24 hr resolution target
• Low: 24 hr acknowledgement, 72 hr resolution target

Support Availability by Tier

• Free: community support
• Professional: priority email support
• Business: dedicated support channel
• Enterprise: dedicated account manager and SLA-backed support

Contact

Questions about this SLA? Contact support@sixty67intelligence.com.