Service Level Agreement
Standard availability and support commitments for Enterprise-tier customers. Effective date: 2026-04-24. Supersedes any prior version.
1. Scope
This SLA applies to customers on the Enterprise plan with a signed Master Services Agreement. Customers on other plans (Free, Team, Growth) receive best-effort support without availability commitments.
2. Availability commitment
SOP Studio commits to 99.9% monthly uptime for the production application (app.sopstudio.io) and the API surface (/api/*), measured in calendar-month windows (UTC).
| Monthly uptime | Service credit |
|---|---|
| < 99.9% and ≥ 99.0% | 10% of monthly fee |
| < 99.0% and ≥ 95.0% | 25% of monthly fee |
| < 95.0% | 50% of monthly fee |
Credits are applied as future invoice adjustments and must be requested in writing within 30 days of the end of the affected month.
3. Support response times
| Severity | Definition | Response target |
|---|---|---|
| P1 — Critical | Production down, data at risk, or regulatory exposure | 1 business hour |
| P2 — High | Major feature impaired, workaround exists | 4 business hours |
| P3 — Normal | Minor issue, non-blocking | 1 business day |
| P4 — Low | Cosmetic / feature request | 3 business days |
Business hours = Monday-Friday, 9am-6pm US Eastern, excluding US federal holidays. Response target is first human response; resolution time is best-effort based on severity.
4. Incident communication
During any P1 or P2 incident affecting multiple customers, SOP Studio commits to:
- Initial customer notification within 30 minutes of incident confirmation
- Updates at minimum every 60 minutes while the incident is active
- A post-incident summary with root cause and remediation within 5 business days
Notifications are sent to all org admins on record. See /trust/status for current platform health.
5. Exclusions
The availability commitment does not apply to downtime caused by:
- Scheduled maintenance, announced at least 72 hours in advance via email to admins (maintenance windows are targeted outside US business hours)
- Force majeure — natural disaster, war, act of government, internet backbone outage
- Customer actions including misconfigured SSO/MFA policies, exceeded rate limits, or hitting their own plan's quotas
- Third-party dependencies downstream of SOP Studio (e.g. the customer's own Okta/Rippling IdP outage affecting their users)
- Features explicitly labeled "beta" or "early access"
6. Measurement
Uptime is measured by automated probes against GET /api/health and the public marketing root, sampled every 60 seconds from at least three geographic regions. Any consecutive 3-minute window in which all probes fail counts as downtime. Records are retained for 13 months.
7. Changes to this SLA
SOP Studio may update this SLA from time to time. Material reductions in customer-favorable terms will not apply to existing Enterprise contracts until renewal. All changes are versioned and historical versions are available on request from legal@sopstudio.io.
8. Contact
For SLA questions or credit requests: support@sopstudio.io. For security-specific incidents: security@sopstudio.io.
Related: System status · Trust page · Privacy · Terms
Effective 2026-04-24 · v1.0