Service Level Agreement — Production

Last updated: 2025-09-01

This SLA applies to paid production workspaces. Free tiers are provided on a best-effort basis. If your Order Form or plan terms specify higher commitments, those take precedence.

Availability

We target 99.9% monthly uptime for core production features: project access, shortlists, scheduling & holds, exports and notifications.

Incident response targets

  • Priority 1 (critical outage): acknowledge within 1 hour; continuous work until mitigated
  • Priority 2 (major degradation): acknowledge within 4 business hours; updates every 4 hours
  • Priority 3 (minor impact): acknowledge within 1 business day

Support windows

Standard: Monday–Friday, 09:00–18:00 (Asia/Kuala_Lumpur). Extended or 24×7 support may be available under separate agreement.

Maintenance

Planned maintenance is typically Saturdays 22:00–02:00 (Asia/Kuala_Lumpur) with ≥24h notice. Emergency maintenance may occur as needed to protect security or reliability.

Backups & retention

  • Nightly encrypted backups; typical retention 30 days
  • Export tools (PDF/CSV) available from any project
  • Assistance with lawful data subject requests (processor role)

Service credits

If monthly uptime falls below targets, you may request service credits as set out in your plan or Order Form. Credits are your sole and exclusive remedy for SLA failures.

Exclusions

Issues caused by factors outside our reasonable control (force majeure, third-party outages, customer network or configuration) are excluded. Scheduled maintenance and beta features are also excluded.

Contact

Email support@tiram.app for Production SLA matters.