CloudFran Service Level Agreement (SLA)
1. Uptime Commitment
CloudFran targets 99.9% monthly availability for all production services, excluding scheduled maintenance windows and force majeure events. Availability is measured at the Azure App Service layer.
2. Maintenance Windows
Scheduled maintenance will be communicated at least 48 hours in advance via email and dashboard notification. Emergency maintenance (security patches, critical fixes) may be performed with shorter notice.
3. Support Response Times
| Tier | Response Time | Availability | Channels |
|---|---|---|---|
| Standard | 24-48 business hours | Business hours (M-F 9am-6pm ET) | Email, dashboard |
| Business | 8-24 business hours | Extended hours (M-F 8am-8pm ET) | Email, dashboard, phone |
| Enterprise | 1-4 hours | 24/7 | All channels + dedicated success manager |
4. Severity Levels
| Severity | Definition | Target Resolution |
|---|---|---|
| Critical (P1) | Service completely unavailable or data at risk | 4 hours |
| High (P2) | Major feature impacted, no workaround | 8 hours |
| Medium (P3) | Feature impacted, workaround available | 2 business days |
| Low (P4) | Cosmetic, enhancement request, or question | 5 business days |
5. Service Credits
Service credits may be issued at CloudFran's discretion or as specified in the customer's Order Form. Credits are applied to future invoices and do not result in cash refunds. Credit eligibility requires the customer to report downtime within 5 business days of the incident.
6. Exclusions
The SLA does not apply to: scheduled maintenance, force majeure events, third-party service outages (Stripe, Twilio, cloud providers), customer-caused issues (misconfiguration, API abuse), beta or preview features, or free-tier accounts.
7. Data Security
CloudFran maintains SOC2-aligned security controls including encryption at rest and in transit, role-based access controls, audit logging, monitoring, and incident response procedures. Details are in the Data Processing Addendum.