Service Level Agreement
Last updated: April 2026
1. Service Availability
Deal Matrix targets 99.9% uptime for the platform, measured monthly. Uptime is calculated as total minutes in the month minus downtime minutes, divided by total minutes in the month.
2. Uptime Guarantee
If monthly uptime falls below 99.9%, affected customers on paid plans may be eligible for service credits. Credits are calculated as a percentage of the monthly fee proportional to the downtime experienced.
3. Scheduled Maintenance
Scheduled maintenance windows will be communicated at least 48 hours in advance. Maintenance is typically performed during low-usage hours (2:00 AM - 6:00 AM EST). Scheduled maintenance is excluded from uptime calculations.
4. Incident Response
Critical incidents (service outage): response within 1 hour, resolution target within 4 hours. High-priority incidents (degraded performance): response within 4 hours, resolution target within 24 hours. Medium incidents: response within 1 business day.
5. Support Tiers
Starter plans receive email support with response within 24 business hours. Professional plans receive priority email support with response within 12 business hours. Enterprise plans receive priority email support with response within 4 business hours plus a dedicated onboarding call.
6. Remedies
Service credits are the sole and exclusive remedy for any failure to meet the SLA. Credits may not exceed 30% of the monthly fee and do not apply to free trial periods. Credits must be requested within 30 days of the incident.
7. Exclusions
The SLA does not apply to: (a) features labeled as beta or preview; (b) outages caused by factors outside our control (force majeure, DNS issues, internet connectivity); (c) customer-caused issues (API abuse, exceeding rate limits); (d) scheduled maintenance.