Service Level Agreement (SLA)
1. Service Availability
Terracode guarantees 99.9% uptime per calendar month for SaaS products, excluding scheduled maintenance.
Scheduled Maintenance: We will provide at least 48 hours’ notice for planned maintenance that may affect availability.
Exclusions: Downtime caused by force majeure events, third-party failures (e.g., internet providers, payment gateways), or customer misuse is not counted against uptime.
2. Support Commitments
Terracode provides enterprise-grade technical support with the following response time targets:
Support channels include email, ticketing system, and dedicated account manager (enterprise plans only).
3. Escalation Path
If resolution targets are not met, issues will escalate to:
Tier 1: Support Engineer
Tier 2: Senior Engineer
Tier 3: Engineering Manager
Tier 4: CTO/Executive Oversight
4. Service Credits
If uptime falls below guaranteed levels, customers may request service credits:
Credits are applied to future invoices and cannot exceed 50% of one month’s fee.
Customers must request credits within 30 days of the incident.
5. Customer Responsibilities
Maintain stable internet connectivity and updated browsers/software.
Provide accurate information when reporting issues.
Follow best practices for security and account management.
6. SLA Exclusions
This SLA does not apply to:
Beta or trial features
Third-party software or integrations
Issues caused by customer’s hardware, networks, or misuse
Force majeure events beyond Terracode’s control
7. Governing Law
This SLA is governed by the same jurisdiction as Terracode’s Terms & Conditions.