Service Level Agreement
Last updated: January 2025
This Service Level Agreement applies to Business and Enterprise plan customers of Retoor's Cloud Solutions.
1. Service Availability
1.1 Uptime Guarantee
| Service Tier | Monthly Uptime Guarantee | Maximum Downtime per Month |
|---|---|---|
| Personal | 99.0% | 7.2 hours |
| Professional | 99.5% | 3.6 hours |
| Business | 99.9% | 43.2 minutes |
| Enterprise | 99.95% | 21.6 minutes |
1.2 Planned Maintenance
Planned maintenance windows do not count against uptime guarantees. We will:
- Provide at least 48 hours notice for planned maintenance
- Schedule maintenance during off-peak hours when possible
- Limit planned maintenance to 4 hours per month for Business plans
- Limit planned maintenance to 2 hours per month for Enterprise plans
2. Support Response Times
2.1 Support Channels
| Service Tier | Support Channels | Support Hours |
|---|---|---|
| Personal | Email only | Business hours (9-17 CET) |
| Professional | Email, Chat | Extended hours (8-20 CET) |
| Business | Email, Chat, Phone | 24/7 |
| Enterprise | Email, Chat, Phone, Dedicated Account Manager | 24/7 |
2.2 Response Time Commitments
| Priority Level | Description | Business Plan | Enterprise Plan |
|---|---|---|---|
| Critical (P1) | Service completely unavailable | 1 hour | 30 minutes |
| High (P2) | Major functionality impaired | 4 hours | 2 hours |
| Medium (P3) | Minor functionality issues | 1 business day | 8 hours |
| Low (P4) | General questions, feature requests | 2 business days | 1 business day |
3. Data Backup Guarantees
- Backup Frequency: Daily automated backups for all paid plans
- Retention Period: 30 days for Business plans, 90 days for Enterprise plans
- Recovery Point Objective (RPO): 24 hours maximum data loss
- Recovery Time Objective (RTO): 4 hours for Business, 2 hours for Enterprise
- Data Redundancy: All data stored with triple redundancy across multiple data centers
4. Performance Standards
- File Upload Speed: Minimum 10 Mbps under normal conditions
- File Download Speed: Minimum 25 Mbps under normal conditions
- API Response Time: 95% of requests completed within 500ms
- File Access Latency: Maximum 100ms for file metadata operations
5. Service Credits
5.1 Credit Calculation
If we fail to meet the uptime guarantee, you are eligible for service credits:
| Monthly Uptime Percentage | Service Credit |
|---|---|
| 99.0% - 99.5% | 10% of monthly fee |
| 95.0% - 99.0% | 25% of monthly fee |
| 90.0% - 95.0% | 50% of monthly fee |
| Below 90.0% | 100% of monthly fee |
5.2 Claiming Credits
To claim service credits:
- Submit a claim within 30 days of the incident
- Provide details of the downtime experienced
- Credits will be applied to your next monthly invoice
- Credits cannot be exchanged for cash
6. Exclusions
This SLA does not apply to service unavailability caused by:
- Factors outside our reasonable control (force majeure)
- Your equipment, software, or internet connection
- Violation of our Acceptable Use Policy
- Scheduled maintenance with proper notice
- Suspension or termination of your account for breach of terms
7. Monitoring and Reporting
We provide:
- Real-time service status dashboard at status.retoors.nl
- Monthly uptime reports for Business and Enterprise customers
- Email notifications for incidents affecting your service
- Post-incident reports for P1 and P2 incidents
8. Changes to This SLA
We may modify this SLA with 30 days notice. Material changes that reduce service levels will allow you to terminate your contract without penalty.
9. Contact
For SLA-related questions or to report service issues:
- Email: sla@retoors.nl
- Phone (Business/Enterprise): [Business Support Number]
- Status Page: status.retoors.nl