Service Level Agreement
Our commitment to platform availability, performance, and support responsiveness. Last updated: March 8, 2026.
1. Overview
This Service Level Agreement ("SLA") is part of the agreement between 90mod and you ("Customer") and describes the service levels 90mod commits to maintain for the Platform. This SLA applies to all active subscription plans.
2. Platform Availability
2.1 Uptime Commitment
90mod targets 99.9% monthly uptime for the Platform, measured as the percentage of minutes in a calendar month during which the Platform is available and operational.
| Monthly Uptime | Maximum Downtime | Credit |
|---|---|---|
| ≥ 99.9% | ≤ 43 minutes | No credit |
| 99.0% – 99.89% | 44 min – 7.3 hours | 10% of monthly fee |
| 95.0% – 98.99% | 7.3 – 36.5 hours | 25% of monthly fee |
| < 95.0% | > 36.5 hours | 50% of monthly fee |
2.2 Exclusions
The uptime commitment excludes:
- Scheduled maintenance windows (communicated at least 48 hours in advance).
- Downtime caused by factors outside 90mod's reasonable control, including force majeure events, internet backbone failures, or DNS propagation delays.
- Issues caused by Customer's equipment, network, or third-party services.
- Periods where Customer's usage violates the Terms of Service.
2.3 Scheduled Maintenance
Scheduled maintenance is performed during low-traffic hours (typically 2:00 AM – 6:00 AM ET). Customers are notified at least 48 hours in advance via email and in-platform notification. Emergency security patches may be applied with shorter notice.
3. Performance Standards
| Metric | Target |
|---|---|
| Page load time (server response) | < 300ms (p95) |
| API response time | < 500ms (p95) |
| AI assistant response | < 5 seconds (p95) |
| Database query time | < 100ms (p95) |
| File upload processing | < 10 seconds for files under 10MB |
4. Support Response Times
| Severity | Description | Initial Response | Resolution Target |
|---|---|---|---|
| Critical | Platform is completely unavailable or data is at risk | 1 hour | 4 hours |
| High | Major feature is non-functional, no workaround available | 4 hours | 1 business day |
| Medium | Feature is impaired but workaround exists | 8 hours | 3 business days |
| Low | Minor issue, cosmetic, or feature request | 1 business day | Best effort |
Support hours: Monday through Friday, 9:00 AM – 6:00 PM ET, excluding U.S. federal holidays. Critical severity issues are monitored 24/7.
5. Data Protection
- Backups: Automated daily backups with 30-day retention. Point-in-time recovery available.
- Disaster recovery: Recovery Point Objective (RPO) of 1 hour. Recovery Time Objective (RTO) of 4 hours.
- Data isolation: Organization-level tenant isolation enforced at the database query level.
- Encryption: TLS 1.2+ in transit, AES-256 at rest.
6. Security Incident Response
- Detection: Continuous monitoring with automated alerting.
- Notification: Affected customers notified within 24 hours of confirmed breach.
- Remediation: Immediate containment followed by root cause analysis.
- Post-incident: Written incident report provided within 5 business days.
7. Service Credits
7.1 Eligibility
Service credits are available when the Platform fails to meet the uptime commitment in Section 2.1. Credits are applied to the next billing cycle and do not exceed 50% of the monthly fee for the affected month.
7.2 Requesting Credits
To request a service credit, contact our team within 30 days of the downtime event. Include the date, time, and duration of the outage. We will verify the claim against our monitoring data.
7.3 Limitations
Service credits are your sole and exclusive remedy for downtime. Credits are not redeemable for cash and cannot be transferred.
8. Platform Updates
- Security patches: Applied promptly, typically within 24 hours of disclosure for critical vulnerabilities.
- Feature updates: Deployed continuously with zero-downtime deployments.
- Breaking changes: Communicated at least 30 days in advance with migration guidance.
- Dependency updates: Reviewed and applied on a regular cadence. Vulnerable dependencies are prioritized.
9. Communication
- Incident notifications: Email and in-platform alerts during active incidents.
- Maintenance notices: Email notification at least 48 hours in advance.
10. SLA Modifications
90mod may update this SLA with 30 days' written notice. Changes will not reduce service levels during an active contract term. The most current version is always available at 90mod.com/sla.
11. Contact
For SLA-related inquiries or service credit requests:
- Support: Get in touch