CBAMOS SERVICE LEVEL AGREEMENT
This Service Level Agreement (SLA) defines the service level commitments provided for the CBAMOS platform.
1. Service Availability Commitments
1.1 Uptime Guarantee
| Plan | Guarantee | Monthly Maximum Downtime |
| Starter | 99.0% | ~7.3 hours |
| Professional | 99.5% | ~3.6 hours |
| Enterprise | 99.9% | ~43 minutes |
1.2 Calculation Method
Uptime is calculated using the following formula:
Uptime (%) = ((Total Minutes - Downtime Minutes) / Total Minutes) x 100
2. Scheduled Maintenance
2.1 Maintenance Window
- Standard: Saturday 02:00-06:00 (UTC+3)
- Emergency updates: 48-hour advance notice
2.2 Maintenance Notification
- Email notification
- In-platform announcement
- Status page update
3. Incident Severity
3.1 Priority Levels
| Level | Definition | Response Time | Resolution Time |
| P1 - Critical | Entire system inaccessible | 15 min | 4 hours |
| P2 - High | Major function broken | 30 min | 8 hours |
| P3 - Medium | Minor function broken | 2 hours | 24 hours |
| P4 - Low | Question/Request | 8 hours | 72 hours |
4. Support Channels
4.1 Support Options
| Plan | Chat | Phone | Dedicated Rep |
| Starter | ✓ | - | - | - |
| Professional | ✓ | ✓ | - | - |
| Enterprise | ✓ | ✓ | ✓ | ✓ |
4.2 Support Hours
- Email: 24/7
- Chat: Business days 09:00-18:00 (UTC+3)
- Phone (Enterprise): 24/7
5. Service Credits
5.1 Credit Calculation
Service credits apply when uptime guarantee is not met:
| Uptime | Credit Rate |
| <99.9% >= 99.0% | 10% |
| <99.0% >= 95.0% | 25% |
| <95.0% | 50% |
5.2 Credit Request Process
- Credit requests must be made within 30 days of incident
- Requests submitted through support portal
- Credits applied in next billing period
6. Exclusions
The following are not covered under SLA:
- Scheduled maintenance periods
- Force majeure events
- Customer-caused issues
- Third-party service interruptions
7. Contact
For SLA questions: [email protected]