Service Level Agreement (SLA)

Last Updated: October 28, 2025

This Service Level Agreement outlines the performance standards and support commitments for services provided by Ecom Solutions.

1. Service Availability

Infrastructure & Hosting Services

Service Tier	Uptime Guarantee	Monthly Downtime
Standard	99.5%	<3.6 hours
Professional	99.9%	<43.2 minutes
Enterprise	99.95%	<21.6 minutes

2. Response Times

Support & Incident Response

Severity Level	Description	Response Time	Resolution Target
Critical (P1)	Complete service outage	15 minutes	4 hours
High (P2)	Major functionality impaired	1 hour	8 hours
Medium (P3)	Minor functionality issue	4 hours	48 hours
Low (P4)	General inquiry or feature request	24 hours	5 business days

3. Maintenance Windows

• Scheduled Maintenance: Announced 72 hours in advance
• Maintenance Window: Typically Tuesday/Wednesday 02:00-06:00 CET
• Emergency Maintenance: May occur with shorter notice for security patches

4. Performance Metrics

• API Response Time: <200ms (p95) for standard requests
• Page Load Time: <3 seconds (p95)
• Database Query Time: <100ms (p95)

5. Monitoring & Reporting

We provide:

• 24/7 infrastructure monitoring
• Real-time alerting for incidents
• Monthly performance reports
• Uptime statistics and SLA compliance reports

6. Exclusions

SLA guarantees do not apply to downtime caused by:

• Scheduled maintenance (with proper notice)
• Client’s applications, content, or infrastructure
• Third-party services outside our control
• Force majeure events
• DDoS attacks or security incidents

7. Service Credits

If we fail to meet SLA commitments, clients may be eligible for service credits as specified in individual service agreements.

8. Escalation Path

1. Support ticket or email to support@ecomsolutions.cc
2. Escalation to project manager (if no response within SLA)
3. Escalation to technical director for P1/P2 incidents

Contact

Support: support@ecomsolutions.cc
Emergency (P1): Available in client portal