Service Level Agreement
Availability commitment, support response targets, and credits.
Cetruces targets 99.9% monthly availability for the production platform, measured as the percentage of the month in which the web application and the services behind the mobile apps respond successfully to health checks.
- Excluded: scheduled maintenance announced at least 72 hours in advance.
- Excluded: mobile-carrier outages affecting text or voice delivery, and Apple or Google notification-service outages affecting push delivery.
- Excluded: events beyond our reasonable control, and failures of a Customer’s own network or devices.
- Excluded: early-access features.
Where monthly availability falls below the commitment, the Customer may request a credit against the following month’s subscription fee:
| Monthly availability | Credit |
|---|---|
| 99.0% – below 99.9% | 10% |
| 95.0% – below 99.0% | 25% |
| Below 95.0% | 50% |
Maintenance is performed outside peak operational hours wherever possible. Planned work that could interrupt service is announced at least 72 hours in advance on the Cetruces status page, which also reports current availability. The status page is served separately from the platform so that it remains reachable during an interruption.
Support is provided in English to a Customer’s administrators. Individual Authorized Users should raise issues with their own supervisor first. Targets are measured to first human response.
| Severity | Definition | Target response |
|---|---|---|
| Critical | Platform unavailable, or clock-in and patrol capture failing across sites | 1 hour, 24 × 7 |
| High | Major feature impaired, no workaround | 1 business day |
| Normal | Minor defect, or workaround available | 3 business days |
| Low | Question or improvement request | 5 business days |
Databases are backed up continuously with point-in-time recovery. Uploaded files are stored redundantly with an established cloud storage provider. Recovery procedures cover the loss of an infrastructure region.
These targets are reviewed as the platform grows. Material changes are posted here with a new effective date and notice to Customers before they take effect.