Service Level Agreement
Platform Availability & Support Commitments
1. Scope
This Service Level Agreement (“SLA”) applies to the Wisenotary SaaS platform and sets forth service level commitments. Incorporated by reference into the Terms of Service and applicable partnership agreements.
2. Platform Availability
2.1 Uptime Commitment
Wisenotary commits to maintaining 99.5% platform availability during each calendar month, measured as the percentage of time the Platform is operational and accessible, excluding Scheduled Maintenance.
2.2 Scheduled Maintenance
Maintenance windows: typically Sunday 2:00 AM – 6:00 AM EST. Wisenotary provides at least 48 hours' notice. Scheduled maintenance is excluded from availability calculations.
2.3 Exclusions
The uptime commitment does not apply to:
- Force majeure events
- Issues caused by User's equipment, software, or network
- Third-party service outages (payment processors, identity verification)
- Suspension due to Terms of Service violations
- Beta features or services
3. Support Tiers
3.1 Standard Support (Free / Starter Plans)
- Email support: Mon–Fri, 9 AM – 6 PM EST
- Response time: within 24 business hours
- Help center and documentation access
3.2 Priority Support (Business Plans)
- Email and chat support: Mon–Sat, 8 AM – 10 PM EST
- Response time: within 4 business hours (critical issues)
- Dedicated account representative
3.3 Enterprise Support
- 24/7 phone, email, and chat support
- Response time: within 1 hour (critical issues)
- Dedicated success manager
- Quarterly business reviews
- Custom SLA terms available
4. Incident Severity Levels
- 1 - Critical
- Description
- Platform unavailable or data loss
- Response
- 1 hour
- Resolution Target
- 4 hours
- 2 - High
- Description
- Major feature unavailable or significant degradation
- Response
- 4 hours
- Resolution Target
- 24 hours
- 3 - Medium
- Description
- Minor feature issue or non-critical bug
- Response
- 1 business day
- Resolution Target
- 5 business days
- 4 - Low
- Description
- Cosmetic issue or feature request
- Response
- 2 business days
- Resolution Target
- Next release
5. Service Credits
If Wisenotary fails to meet the 99.5% uptime commitment, affected customers may request a service credit:
- 99.0% – 99.49%
- Service Credit
- 5% of monthly fees
- 95.0% – 98.99%
- Service Credit
- 10% of monthly fees
- Below 95.0%
- Service Credit
- 25% of monthly fees
Service credits are the sole and exclusive remedy. Credits must be requested within 30 days and applied to future invoices.
6. Data Backup and Recovery
- Daily automated backups with 30-day retention
- Point-in-time recovery capability
- Geographically distributed backup storage
- Recovery Time Objective (RTO): 4 hours
- Recovery Point Objective (RPO): 1 hour
7. Limitations
THIS SLA DOES NOT CONSTITUTE A WARRANTY AND IS SUBJECT TO THE DISCLAIMERS AND LIMITATIONS OF LIABILITY IN THE TERMS OF SERVICE. SERVICE CREDITS ARE THE SOLE AND EXCLUSIVE REMEDY FOR FAILURE TO MEET SLA COMMITMENTS.
8. Contact
SLA inquiries: support@wisenotary.com
Status page: status.wisenotary.com