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Service Level Agreement

Our Commitment to Reliability

Aegis Firma guarantees 99.5% monthly uptime for all paid plans. If we fall short, you get a service credit — automatically, no claim required.

Effective date: 2026-04-19

Uptime Commitment

We commit to 99.5% monthly uptime for the Aegis Firma dashboard, API, and all core features. Uptime is calculated as: (minutes in month − minutes of downtime) / minutes in month × 100.

PlanUptime SLASupport ResponseChannels
Solo99.5%Within 4 working daysEmail
Team99.5%Within 2 working daysEmail + Priority queue
Business99.5%Within 1 working dayEmail + Dedicated rep

Working days: Monday–Friday, excluding public holidays.

Service Credit Policy

Credits are applied automatically to your next billing cycle. You do not need to open a support ticket — we monitor uptime continuously and apply credits proactively.

Monthly downtimeService credit
< 0.5% (within SLA)None
0.5% – 1.0%10% of monthly fee
1.0% – 2.0%25% of monthly fee
> 2.0%50% of monthly fee

Credits are capped at 50% of your monthly fee and are applied as account credit, not cash refunds. Credits expire after 12 months if unused.

Incident Communication

P1 — Service Down (>5% of users impacted)

  • Initial acknowledgement within 15 minutes
  • Status page updated every 30 minutes
  • Email notification to all paid customers within 30 minutes
  • Dashboard banner activated immediately
  • Post-mortem published within 72 hours of resolution

P2 — Degraded Performance (elevated errors or latency)

  • Status page updated within 30 minutes of detection
  • Email notification to affected customers within 2 hours
  • Resolution target: 4 hours

P3 — Minor Issues (no broad service impact)

  • Status page updated within 2 hours of detection
  • Resolution target: 24 hours

Monitor real-time status at aegisfirma.com/status. Subscribe to incident notifications from the status page.

Scheduled Maintenance

Planned maintenance windows are announced at least 48 hours in advance via the status page and email. We target off-peak hours (Saturday/Sunday 02:00–06:00 UTC) and aim to keep maintenance windows under 2 hours. Scheduled maintenance does not count toward downtime for credit calculation purposes, provided it was announced with ≥ 48 hours notice.

Exclusions

This SLA does not apply to:

  • •Scheduled maintenance windows (announced ≥ 48 hours in advance)
  • •Force majeure events (natural disasters, war, government actions)
  • •Issues caused by customer's own systems, network, or third-party software
  • •Beta or experimental features clearly marked as such
  • •Free tier accounts
  • •Periods of suspension for violation of Terms of Service

Requesting a Credit Manually

While credits are applied automatically, if you believe a credit was missed, contact support@aegisfirma.com within 30 days of the incident. Include the date, duration, and a brief description of the impact. We will review and respond within 5 business days.

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