Service Level Agreement

Service Tiers

1. Uptime Guarantee

1.1 Service Availability

We guarantee the following uptime percentages for services under our management, calculated on a monthly basis:

1.2 Exclusions

The uptime guarantee does not apply to downtime caused by:

• Scheduled maintenance (with 72-hour advance notice)
• Emergency security updates (with best-effort advance notice)
• Third-party service failures (DNS, CDN, payment processors, etc.)
• Client-requested changes or updates
• Force majeure events (natural disasters, war, cyberattacks, etc.)
• Issues caused by client's infrastructure or code
• DDoS attacks or other malicious activities

1.3 Measurement

Uptime is measured using automated monitoring tools that check service availability at 5-minute intervals. A service is considered "down" when it returns an error status code or fails to respond within 30 seconds for three consecutive checks.

2. Support Response Times

2.1 Incident Priorities

2.2 Support Hours

Response times are measured from when a ticket is logged during support hours. Tickets submitted outside support hours will be acknowledged on the next business day.

3. Performance Standards

3.1 Website Performance

For websites and web applications under our management:

• Page Load Time: ≤3 seconds (95th percentile, measured from Europe/US)
• Time to First Byte (TTFB): ≤800ms
• Core Web Vitals: "Good" rating on Google PageSpeed Insights
• API Response Time: ≤500ms for 95% of requests

3.2 Application Performance

For custom software and applications:

• Database Query Time: ≤200ms for standard queries
• Concurrent Users: Support for agreed capacity without degradation
• Background Jobs: 99% completion rate within defined timeframes

Note: Performance standards are targets and may vary based on factors outside our control (user's internet connection, geographic location, third-party APIs, etc.). We will work diligently to optimize performance where possible.

4. Scheduled Maintenance

4.1 Standard Maintenance

• Scheduled during low-traffic periods (typically Sundays 2:00 AM - 6:00 AM CET)
• Minimum 72-hour advance notification via email
• Expected duration and impact clearly communicated
• Limited to 4 hours per month for routine maintenance

4.2 Emergency Maintenance

• Critical security patches may require immediate action
• Best-effort notification (minimum 2 hours when possible)
• Post-incident report provided within 48 hours

4.3 Client-Requested Maintenance

Maintenance windows for deployments, updates, or changes requested by the client will be scheduled at mutually agreed times and do not count against SLA uptime guarantees.

5. Monitoring & Reporting

5.1 Proactive Monitoring

We provide 24/7 automated monitoring including:

• Uptime monitoring (5-minute intervals)
• Server resource utilization (CPU, RAM, disk space)
• SSL certificate expiration tracking
• Security vulnerability scanning
• Performance metrics (response times, error rates)
• Backup completion verification

5.2 Reporting Schedule

5.3 Incident Reporting

For any incident resulting in service degradation or outage:

• Real-time incident notifications via email/SMS (for Professional and Enterprise tiers)
• Post-incident report within 48 hours for P1 and P2 incidents
• Root cause analysis and remediation plan for recurring issues

6. Service Credits & Remedies

6.1 SLA Credit Calculation

If we fail to meet the uptime guarantee, you may be eligible for service credits based on the actual uptime achieved:

6.2 Claiming Service Credits

• Credits must be requested within 30 days of the incident
• Submit a ticket with subject "SLA Credit Request" including dates and details
• Credits will be applied to the next monthly invoice
• Credits cannot be exchanged for cash or refund
• Maximum credit per month is 100% of that month's service fee

6.3 Sole Remedy

Service credits are your sole and exclusive remedy for any failure by Entercom to meet the SLA. These credits do not apply to services outside the scope of this SLA.

7. Escalation Process

If you are not satisfied with the response or resolution to your issue:

8. Definitions

Uptime

The percentage of time that a service is available and operational during a given period.

Downtime

The period during which a service is unavailable or not functioning as expected, excluding scheduled maintenance and exclusions listed in this SLA.

Response Time

The time from when a support ticket is logged during support hours until an initial response is provided by our team.

Resolution Time

The time from when a ticket is logged until the issue is fully resolved or a workaround is provided.

Business Hours

Monday through Friday, 9:00 AM to 6:00 PM Central European Time (CET), excluding Albanian public holidays.

9. SLA Review & Modification

This SLA will be reviewed and updated as needed to reflect changes in our services, technology, or business practices. We reserve the right to modify this SLA with 30 days' written notice to active clients.

Clients will be notified of any material changes via email. Continued use of our services after the notice period constitutes acceptance of the modified SLA.

We welcome feedback on this SLA and encourage clients to contact us with questions or concerns.