Service Level Agreement
This page is an overview of how UptimeSphere structures service levels. Binding targets, credits, and exclusions are defined only in a signed SLA or support schedule.
Last updated 14 July 2026
P1. Critical
Production service down or severe security incident affecting many users.
Urgent acknowledgement; continuous effort until mitigated
P2. High
Major feature impaired; significant business impact with a workaround limited or absent.
Same business day acknowledgement; priority remediation
P3. Medium
Partial impairment or degraded performance with an acceptable workaround.
Acknowledged within one business day; scheduled fix
P4. Low
Minor defect, question, or improvement with little operational impact.
Queued into normal support workflow
Managed environments
Defined per contract
Availability targets follow the hosting model and monitoring scope agreed for that client.
UptimeSphere products
Published when applicable
Product-specific commitments appear in the relevant product or licensing agreement.
Maintenance windows
Scheduled with notice
Planned work is communicated in advance where it could affect availability.
Purpose
Service levels clarify how urgently we respond and how we classify impact. They are not marketing uptime slogans.
Incident severity
Typical severity model
| Severity | Meaning | Response posture |
|---|---|---|
| P1 Critical | Production down / severe security incident | Urgent continuous effort |
| P2 High | Major impairment, limited workaround | Same business day priority |
| P3 Medium | Partial impact with workaround | Next business day triage |
| P4 Low | Minor issue or question | Normal queue |
Availability targets
Availability percentages are set per service and hosting model. We do not publish a single universal “99.99%” claim for all workloads. Your contract states the measured target, exclusions (such as client-caused outages), and maintenance treatment.
- Managed environments. Target defined per contract.
- Product platforms. Target published when applicable to that product.
- Maintenance. Scheduled with notice when impact is likely.
Common exclusions
- Issues caused by client-owned infrastructure outside our control.
- Force majeure and widespread upstream provider failures.
- Changes performed by the client without agreed change control.