Overview
This Service Level Agreement (SLA) governs the use of com.bond services and defines the service levels, support commitments, and remedies available to customers.
This SLA applies to all paid com.bond plans: Startup, Business, and Enterprise. Free trials and beta features are excluded from SLA coverage.
Uptime Commitment
We guarantee the following monthly uptime percentages for our services:
| Plan | Uptime SLA | Monthly Downtime Allowed |
|---|---|---|
| Startup | 99.9% | 43.8 minutes |
| Business | 99.99% | 4.38 minutes |
| Enterprise | Custom (min 99.99%) | Negotiated |
Uptime Calculation
Monthly Uptime Percentage = (Total Minutes - Downtime Minutes) / Total Minutes × 100
Downtime is measured from when we confirm an outage to when service is restored.
Service Credits
If we fail to meet our uptime commitment, you're eligible for service credits:
| Monthly Uptime | Service Credit |
|---|---|
| 99.0% - 99.9% | 10% of monthly fee |
| 95.0% - 98.99% | 25% of monthly fee |
| 90.0% - 94.99% | 50% of monthly fee |
| < 90% | 100% of monthly fee |
Credit Request Process
- Submit credit requests within 30 days of the incident
- Include your account details and affected services
- We'll investigate and respond within 5 business days
- Credits applied to your next invoice
Support Response Times
We guarantee the following initial response times for support requests:
| Priority | Startup | Business | Enterprise |
|---|---|---|---|
| Critical Service down |
4 hours | 30 minutes | 15 minutes |
| High Major feature unavailable |
8 hours | 2 hours | 1 hour |
| Medium Minor feature issue |
24 hours | 8 hours | 4 hours |
| Low General inquiry |
48 hours | 24 hours | 8 hours |
Service Exclusions
The following are excluded from uptime calculations and SLA coverage:
- Scheduled Maintenance: Announced 7 days in advance
- Emergency Maintenance: Critical security patches
- Force Majeure: Events beyond our reasonable control
- Customer Issues: Misconfigurations, DNS problems, or customer-side outages
- Third-Party Services: Outages of external services or APIs
- Beta Features: Features marked as beta or preview
- Abuse/Violations: Service suspension due to Terms of Service violations
Performance Guarantees
Response Time
- API requests: < 100ms average (99th percentile)
- Page loads: < 1 second globally
- DNS resolution: < 50ms worldwide
Data Durability
- 99.999999999% (11 nines) data durability
- Automated backups every 6 hours
- Point-in-time recovery up to 30 days
- Cross-region replication for disaster recovery
Security Commitments
- Encryption: TLS 1.3 for all communications
- DDoS Protection: Always-on mitigation
- WAF: Web Application Firewall on all endpoints
- Monitoring: 24/7 security operations center
- Compliance: SOC 2, ISO 27001, GDPR compliant
Monitoring and Reporting
Real-Time Status
Check current system status at com.bond/status
Incident Communication
- Email notifications for your plan's priority level
- Status page updates every 30 minutes during incidents
- Post-incident reports within 5 business days
- Monthly uptime reports for Business and Enterprise plans
SLA Modifications
We may update this SLA with:
- 30 days notice for any reductions in service levels
- Immediate effect for improvements to service levels
- Email notification to all affected customers
- Grandfathering of existing terms for Enterprise agreements
Contact SLA Support
For SLA-related inquiries or credit requests:
- Email: [email protected]
- Enterprise hotline: 1-833-333-3UCO
- Support portal: com.bond/help