SERVICE LEVEL AGREEMENT
Last Updated: 16. April 2026
Our Service Level Agreements (SLAs) define the uptime commitments, support response times, and service guarantees for each paid subscription tier. Free tier and connected users receive best-efforts access without SLA guarantees.
| Feature | Starter | Premium | Enterprise |
|---|---|---|---|
| Uptime | 99.0% (target) | 99.5% | 99.8% |
| Credits | No | Yes | Yes (enhanced) |
| Critical Response | 24 hours | 6 hours (business days) | 4 hours (business days) |
| High Response | — | — | 8 hours (business days) |
| Standard Response | — | — | 24 hours (business days) |
| Support Hours | 9–16 CET | 9–16 CET | 9–16 CET |
| Core Functionalities | All available | All with full features | All + custom |
| Implementation | Self-service | 10 hours | 10 hours + custom |
Enterprise SLA terms are negotiable. Contact us to discuss terms tailored to your organisation.
What’s Included
Uptime Guarantees: Monthly uptime percentage measured for platform availability. Higher tiers receive service credits if we fall below targets.
Support Response Times: Maximum time for our team to respond to your support requests during business days. Critical issues (service unavailable, data loss, security breaches) receive fastest response.
Backup Retention: How far back we can restore your data from backups. Longer retention provides more recovery options.
Implementation Support: Dedicated onboarding assistance to help you get started. Enterprise tier includes custom integration support.
How SLAs Work
- Monitoring: We continuously monitor platform availability and response times
- Service Credits: Premium and Enterprise tiers receive automatic credits if uptime falls below commitments
- Support Priority: Higher tiers receive priority queue placement for all support requests
- Reporting: Monthly uptime reports available on request
Exclusions
SLAs do not cover downtime caused by:
- Scheduled maintenance (with advance notice)
- Emergency security updates
- Third-party infrastructure issues (AWS, payment processors)
- Force majeure events
- Issues caused by customer actions or integrations
Choose Your Tier
Select the SLA that matches your business needs:
- Starter: https://prduct.com/service-level-agreement/starter-tier
- Premium: https://prduct.com/service-level-agreement/premium-tier
- Enterprise: https://prduct.com/service-level-agreement/enterprise-tier
Questions?
Contact our sales team: sales@prduct.com
View pricing and features: prduct.com/pricing