Service Level Agreement
IdeaDunes commits to reliable service with guaranteed uptime, defined response times, and transparent remedies when we fall short.
Effective Date: January 1, 2026
Last Updated: March 1, 2026
Applies to: Professional and Enterprise plan customers
1. Uptime Commitment
IdeaDunes guarantees 99.9% monthly uptime for its core platform services, measured as the percentage of total minutes in a calendar month during which the platform is available and operational.
1.1 Uptime Calculation
Monthly Uptime Percentage = ((Total Minutes in Month − Downtime Minutes) / Total Minutes in Month) × 100
1.2 Exclusions
The following are excluded from downtime calculations:
- Scheduled maintenance windows (communicated at least 48 hours in advance)
- Force majeure events beyond IdeaDunes' reasonable control
- Issues caused by customer-side network, hardware, or software
- Features or services explicitly labeled as "Beta" or "Preview"
- DDoS attacks or other third-party security incidents
2. Support Response Times
IdeaDunes provides tiered support based on issue severity and customer plan:
| Severity | Description | Professional | Enterprise |
|---|---|---|---|
| Critical (P1) | Platform unavailable or core functionality completely broken for all users | 2 hours | 30 minutes |
| High (P2) | Major feature degraded or unavailable, workaround may exist | 4 hours | 1 hour |
| Medium (P3) | Non-critical feature issue affecting a subset of users | 8 business hours | 4 business hours |
| Low (P4) | Cosmetic issues, feature requests, or general inquiries | 2 business days | 1 business day |
Business hours: Monday–Friday, 9:00 AM – 6:00 PM EST, excluding US federal holidays. Enterprise P1 and P2 support is available 24/7/365.
3. Scheduled Maintenance
IdeaDunes performs scheduled maintenance during low-traffic windows to minimize impact:
- Standard Window: Sundays, 2:00 AM – 6:00 AM EST
- Notification: At least 48 hours advance notice via email and in-app banner
- Emergency Maintenance: Performed as needed for critical security patches with best-effort advance notice
- Expected Duration: Most maintenance windows are under 30 minutes
4. Service Credits
If IdeaDunes fails to meet the 99.9% uptime commitment, affected customers are eligible for service credits:
| Monthly Uptime | Service Credit |
|---|---|
| 99.0% – 99.9% | 10% of monthly subscription fee |
| 95.0% – 99.0% | 25% of monthly subscription fee |
| Below 95.0% | 50% of monthly subscription fee |
4.1 Credit Request Process
- Submit a credit request within 30 days of the downtime event via support
- Include the affected dates, times, and a description of the impact
- Credits are applied to the next billing cycle and are non-transferable
- Maximum aggregate credit per month: 50% of that month's subscription fee
5. Monitoring and Reporting
- IdeaDunes maintains real-time infrastructure monitoring with automated alerting
- A public status page shows current system status and incident history
- Enterprise customers receive monthly uptime reports by email
- Post-incident reports (PIRs) are published within 5 business days after P1 incidents
6. Contact
For SLA-related inquiries or to submit a service credit request:
IdeaDunes Support
Email: support@ideadunes.com
Web: Contact Form