Service Level Agreement

This SLA defines Dev Cluster's commitments for service availability, performance, and remedies in the event of service failures.

1. Uptime Commitments

Dev Cluster provides tiered uptime guarantees based on your plan:

• Small Business: 99.9% monthly uptime (max 43.8 min downtime/month)
• Professional: 99.99% monthly uptime (max 4.38 min downtime/month)
• Enterprise: 99.999% monthly uptime (max 26.3 sec downtime/month)

2. Downtime Definition

Downtime means the total accumulated minutes in a calendar month during which the covered service is unavailable, excluding scheduled maintenance windows, force majeure events, customer-caused issues, and third-party service failures.

3. Service Credits

If Dev Cluster fails to meet the uptime commitment, you are eligible for service credits:

• 99.5% – 99.9%: 10% credit of monthly fee
• 99.0% – 99.5%: 25% credit of monthly fee
• Below 99.0%: 50% credit of monthly fee

4. Requesting Credits

Credits must be requested within 30 days of the incident. Submit your request to support@devcluster.co with the dates, times, and description of the downtime. We will review and respond within 5 business days.

5. Scheduled Maintenance

We provide at least 72 hours notice for scheduled maintenance windows. Emergency maintenance may occur with shorter notice when necessary to protect service security or stability.

6. Support Response Times

Support response time commitments by plan:

• Small Business: Email support, response within 24 hours
• Professional: Phone & email, critical issues within 4 hours
• Enterprise: Dedicated team, critical issues within 1 hour, P1 within 15 minutes

7. Exclusions

This SLA does not apply to performance issues caused by factors outside Dev Cluster's reasonable control, including internet connectivity issues, customer application errors, or force majeure events.