Service Level Agreement
Service Availability
Cloud Event Manager commits to 99.5% uptime availability, measured monthly, excluding scheduled maintenance windows.
Scheduled Maintenance
We perform scheduled maintenance during low-traffic periods (typically Sunday 2:00am–6:00am ET) with advance notice provided through in-app notifications and email.
Support Response Times
- Critical Issues: Initial response within 1 hour during business hours
- High Priority: Initial response within 4 business hours
- Normal Priority: Initial response within 1 business day
- Low Priority: Initial response within 2 business days
Business hours: Monday–Friday, 8:00am–6:00pm ET
Data Backup and Recovery
All data is backed up daily with a 30-day retention period. In the event of data loss, we commit to restoring data to the most recent backup within 24 hours.
Limitations
This SLA does not cover downtime caused by factors outside our reasonable control, including internet service provider failures, your equipment or network issues, or force majeure events.