Service Level Agreement
Our commitment to uptime, performance, response times, and service quality across all support tiers.
Service Tiers Overview
GivBest Consulting offers three service tiers tailored to different business needs and budgets. Each tier includes specific uptime guarantees, response times, and support availability.
Premium Support
Mission-critical applications with 24/7/365 support, dedicated account manager, and priority escalation.
Business Support
Production applications with extended support hours, faster response times, and proactive monitoring.
Standard Support
Development and staging environments with business-hours support and standard response times.
Uptime Guarantees (SaaS & Managed Services)
We guarantee the following monthly uptime percentages for our SaaS platforms and managed infrastructure:
| Service Tier | Monthly Uptime | Max Downtime/Month | SLA Credit |
|---|---|---|---|
| Enterprise | 99.95% | 21.6 minutes | 10% per 0.1% below target |
| Professional | 99.9% | 43.2 minutes | 5% per 0.5% below target |
| Standard | 99.5% | 3.6 hours | 5% per 1% below target |
Uptime Calculation:
Uptime is measured as the percentage of time our services are available during a calendar month, excluding scheduled maintenance windows (announced 72 hours in advance). Downtime is measured from the time we receive a support ticket or automated alert to the time the issue is resolved.
Support Response Times
We categorize support requests into four priority levels with guaranteed initial response times:
| Priority | Description | Enterprise | Professional | Standard |
|---|---|---|---|---|
| P1 - Critical | Complete outage, data loss, security breach | 15 minutes | 1 hour | 4 hours |
| P2 - High | Major functionality unavailable, severe degradation | 1 hour | 4 hours | 12 hours |
| P3 - Normal | Partial functionality affected, workaround available | 4 hours | 8 hours | 24 hours |
| P4 - Low | General questions, feature requests, minor issues | 8 hours | 24 hours | 48 hours |
Priority Level Definitions
- P1 - Critical: Production system completely down, no workaround available. Requires immediate attention.
- P2 - High: Major features non-functional, significant business impact, limited workaround.
- P3 - Normal: Minor functionality issues, moderate business impact, reasonable workaround exists.
- P4 - Low: General inquiries, cosmetic issues, feature requests, no business impact.
Support Availability Hours
Support hours vary by service tier:
| Service Tier | Support Hours | After-Hours Support |
|---|---|---|
| Enterprise | 24/7/365 (All priorities) | Yes - Always available |
| Professional |
Business Hours: Mon-Fri, 8 AM - 8 PM CT After Hours: P1/P2 only (24/7) |
Yes - Critical issues only |
| Standard | Business Hours Only: Mon-Fri, 9 AM - 6 PM CT | No - Tickets queued for next business day |
Note: Response times are calculated during support hours only. For example, a P3 ticket submitted at 5 PM on Friday for Standard tier will receive a response by 5 PM Monday (24 business hours).
Maintenance Windows
Scheduled maintenance is necessary for security patches, infrastructure upgrades, and feature deployments:
Planned Maintenance
- Frequency: Bi-weekly on Sundays, 2:00 AM - 6:00 AM CT (low-traffic period)
- Notification: 72 hours advance notice via email and status page
- Duration: Typically 1-2 hours; maximum 4 hours
- Impact: May cause brief service interruptions or read-only mode
Emergency Maintenance
- Trigger: Critical security vulnerabilities, zero-day exploits, data integrity issues
- Notification: Immediate notification via email, SMS (for Enterprise), and status page
- Exclusion: Emergency maintenance does NOT count against SLA uptime guarantees
Performance Standards
We monitor and maintain the following performance benchmarks:
| Metric | Target | Measurement |
|---|---|---|
| API Response Time (P95) | < 300ms | 95th percentile of all API requests |
| Page Load Time (P95) | < 2 seconds | Server response time (TTFB) |
| Database Query Time (P95) | < 100ms | 95th percentile of database queries |
| Error Rate | < 0.1% | HTTP 5xx errors as % of total requests |
SLA Credit Policy
If we fail to meet the uptime guarantees outlined above, you are eligible for SLA credits:
How Credits Work
- Automatic Calculation: Credits are calculated monthly based on actual downtime
- Credit Amount: Applied as a percentage of your monthly subscription fee (see table above)
- Maximum Credit: Up to 50% of monthly fees (cannot exceed 100% over 12 months)
- Application: Credits automatically applied to next month's invoice
- Request Period: Must be claimed within 30 days of the incident
Exclusions (No Credit Provided)
SLA credits do NOT apply to downtime caused by:
- Scheduled maintenance with proper notification (72 hours)
- Emergency maintenance for critical security issues
- Client's equipment, network, or internet connectivity issues
- Third-party service failures (AWS, Azure, payment processors, etc.)
- DDoS attacks or malicious traffic (unless caused by our negligence)
- Client's violation of Acceptable Use Policy
- Force majeure events (natural disasters, acts of war, government actions)
- Client-initiated configuration changes or custom code deployments
How to Request SLA Credits:
- Email support@givbest.com within 30 days of the incident
- Include: Account ID, dates/times of downtime, description of impact
- We will review and respond within 5 business days
- Approved credits appear on your next invoice
Monitoring and Transparency
We believe in full transparency regarding service health:
- Public Status Page: Real-time system status at status.givbest.com (updated every 60 seconds)
- Incident Reports: Post-mortem analysis published within 72 hours of any P1 incident
- Monthly Reports: Uptime and performance reports emailed to Enterprise customers
- Proactive Monitoring: 24/7 automated monitoring with 30-second health checks
- Alert Thresholds: Automated escalation when error rates exceed 1% or latency > 5 seconds
Escalation Process
If you're not satisfied with initial support, follow this escalation path:
| Level | Contact | Timeframe |
|---|---|---|
| Level 1 | Support Team (via ticket or email) | Initial response per SLA |
| Level 2 | Senior Support Engineer | Escalate if no resolution within 4 hours (P1/P2) |
| Level 3 | Engineering Manager | Escalate if no resolution within 8 hours (P1) or 24 hours (P2) |
| Level 4 | VP of Engineering / CTO | Enterprise clients only - for prolonged P1 incidents |
Contact Support
Open a support ticket or contact us through these channels:
- Email: support@givbest.com (All tiers)
- Portal: Submit tickets via client dashboard
- Chat: Live chat during business hours (Enterprise/Professional)
- Emergency Hotline: +1 (469) 358-3618 (Enterprise only, 24/7)
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