Service Level Agreement

1. Scope

This SLA applies to Enterprise tier customers with an active PlatiqData Analytics subscription ("the Service"). The uptime commitments, service credits, and incident response targets described herein are contractual obligations exclusively for Enterprise tier subscribers.

Starter and Pro tier customers receive best-effort availability without a contractual SLA. While we strive to deliver high availability across all tiers, non-Enterprise plans are not eligible for service credits or guaranteed response times.

2. Uptime Commitment

PlatiqData commits to a 99.9% monthly uptime target for Enterprise tier customers. Uptime is measured on 5-minute intervals over each calendar month.

"Uptime" means the PlatiqData control plane and analytics engine are accessible and functional for authenticated users. Availability is monitored continuously and reported at status.platiqdata.com (powered by Uptime Kuma).

Monthly uptime percentage is calculated as:

((Total minutes in month − Downtime minutes) / Total minutes in month) × 100

3. Exclusions

The following events are excluded from uptime calculations and do not qualify for service credits:

• Scheduled maintenance — announced at least 48 hours in advance via email and the status page
• Force majeure — events beyond our reasonable control, including natural disasters, war, government actions, or widespread internet outages
• Customer data source availability — downtime or connectivity issues in databases or systems owned and operated by the customer
• Third-party service outages — disruptions to Stripe, email delivery providers, or other external services integrated with PlatiqData
• DNS propagation — delays caused by DNS changes initiated by the customer or their DNS provider
• Customer-caused issues — misconfigured data sources, exceeded rate limits, or actions that degrade service performance for the customer's own tenant

4. Performance Targets

The following performance targets represent best-effort objectives. For non-Enterprise tiers, these are aspirational benchmarks and are not contractually guaranteed.

Query performance depends on the complexity of the query, the size of the underlying dataset, and the responsiveness of the customer's connected data source.

5. Service Credits (Enterprise Only)

If PlatiqData fails to meet the 99.9% monthly uptime commitment for Enterprise tier customers, service credits are issued as follows:

Credit terms:

• Maximum credit per month: 50% of the monthly subscription fee
• Credit requests must be submitted within 30 days of the incident
• Credits are applied to the next billing cycle and are not redeemable for cash refunds
• To request a credit, contact [email protected] with the date, time, and duration of the outage

6. Incident Response (Enterprise)

Enterprise tier customers receive prioritized incident response according to the following severity classifications:

Resolution targets are best-effort objectives. Complex incidents may require additional time depending on root cause and scope.

7. Maintenance Windows

Scheduled maintenance is performed during the regular maintenance window: Tuesdays, 02:00–06:00 UTC. Customers are notified at least 48 hours in advance via email and the status page.

Emergency maintenance may be performed outside the regular window when necessary to address critical security vulnerabilities or service-threatening issues. Best-effort advance notice will be provided for emergency maintenance.

8. Disaster Recovery

PlatiqData maintains a disaster recovery plan with the following objectives:

• Recovery Time Objective (RTO): 4 hours — maximum time to restore service after a disaster event
• Recovery Point Objective (RPO): 4 hours — maximum data loss window measured from the last successful backup

Infrastructure: PlatiqData is hosted on a Hetzner dedicated server located in Falkenstein, Germany. Backups are performed every 4 hours and stored on Cloudflare R2 object storage in a geographically separate location.

Customer source data is not included in PlatiqData backups. Customers are responsible for maintaining their own data source backup and recovery procedures.

9. Status Page

Real-time service status, uptime history, and incident reports are available at status.platiqdata.com. The status page is hosted independently from the primary PlatiqData infrastructure to ensure availability during platform incidents.

10. Contact

For Enterprise SLA-related inquiries, incident reports, and service credit requests:

[email protected]

For general support inquiries:

[email protected]

11. Governing Law

This SLA shall be governed by and construed in accordance with the laws of the State of Wyoming, United States, without regard to its conflict of law provisions. Any disputes arising from or relating to this SLA shall be subject to the exclusive jurisdiction of the state and federal courts located in Wyoming.