Commitment
Service Level Agreement
Our commitment to reliability, availability, and responsive support.
Last updated: March 1, 2026
1. Service Availability
IdeaDunes commits to maintaining 99.9% uptime for the platform, measured monthly, excluding scheduled maintenance windows. This applies to all paid plans.
| Metric | Target | Measurement |
|---|---|---|
| Platform Availability | 99.9% | Monthly, rolling |
| API Availability | 99.9% | Monthly, rolling |
| Scheduled Maintenance Window | Max 4 hrs/month | Pre-announced 48 hrs ahead |
2. Support Response Times
Response times vary by plan tier and issue severity:
| Severity | Individual | Small Business | Mid Business | Large/Enterprise |
|---|---|---|---|---|
| Critical (service down) | 24 hours | 4 hours | 2 hours | 30 minutes |
| High (major feature impaired) | 48 hours | 8 hours | 4 hours | 1 hour |
| Medium (feature degraded) | 72 hours | 24 hours | 8 hours | 4 hours |
| Low (general inquiry) | 5 business days | 48 hours | 24 hours | 8 hours |
3. Service Credits
If monthly uptime falls below the committed level, eligible customers receive service credits:
| Monthly Uptime | Service Credit |
|---|---|
| 99.0% – 99.9% | 10% of monthly fee |
| 95.0% – 99.0% | 25% of monthly fee |
| Below 95.0% | 50% of monthly fee |
Service credits must be requested within 30 days of the incident via support. Credits are applied to future billing and do not exceed 50% of monthly fees.
4. Exclusions
This SLA does not apply to:
- Free tier accounts
- Scheduled maintenance (announced 48+ hours in advance)
- Force majeure events (natural disasters, government actions, etc.)
- Issues caused by customer's internet connectivity, hardware, or third-party software
- Abuse, misuse, or violation of our Acceptable Use Policy
5. Data Backup & Recovery
- Daily automated backups with 30-day retention
- Point-in-time recovery available for enterprise plans
- RTO (Recovery Time Objective): 4 hours
- RPO (Recovery Point Objective): 1 hour
6. Communication
IdeaDunes will communicate service disruptions through:
- Real-time status updates at status.ideadunes.com
- Email notifications to account administrators
- In-app notifications for active sessions
- Post-incident reports within 72 hours for Critical incidents
7. Amendments
IdeaDunes may update this SLA with 30 days' notice. Material changes that reduce service levels will not apply to existing contracts until renewal. The latest version is always available at this URL.