Enterprise Reliability

Service Level Agreement

Last Updated: April 9, 2026

1. Commitment to Reliability

At WebForceLK, we understand that your digital infrastructure is mission-critical. This Service Level Agreement (SLA) defines our commitment to uptime, support response times, and the remedies available to you in the event we fail to meet these stringent standards. This SLA applies to clients under an active Enterprise Retainer or Managed Hosting Agreement.

2. Uptime Guarantee

We guarantee a Monthly Uptime Percentage of 99.9% for all custom web applications, APIs, and databases hosted on our managed infrastructure (AWS/Vercel).

"Monthly Uptime Percentage" is calculated by subtracting from 100% the percentage of minutes during the month in which the service was unavailable, excluding scheduled maintenance.

3. Support Target Response Times

Support requests are categorized by severity. We commit to acknowledging and beginning remediation within the following timeframes during standard business hours (or 24/7 for Critical issues, if specified in your contract):

Severity 1: Critical

< 1 Hour

Definition: Complete system outage, catastrophic failure, or critical security breach. The application is completely down for all users.

Severity 2: High

< 4 Hours

Definition: Major functionality is broken (e.g., checkout process failing), severely impacting business operations, but a workaround may exist.

Severity 3: Normal

< 24 Hours

Definition: Minor bugs or isolated issues that do not significantly impact the core functionality or revenue generation of the platform.

Severity 4: Low

< 48 Hours

Definition: General inquiries, aesthetic text changes, new feature requests, or non-critical administrative tasks.

4. Service Credits

If we fail to meet our 99.9% Monthly Uptime Guarantee, you are eligible to receive a Service Credit applied against your next billing cycle.

  • 99.0% - 99.89%: 10% Service Credit
  • 95.0% - 98.99%: 25% Service Credit
  • Below 95.0%: 50% Service Credit

To receive a Service Credit, you must submit a claim via our support portal within 30 days of the incident.

5. Exclusions

The SLA does not apply to any downtime, suspension, or termination of service that results from:

  • Scheduled maintenance (which we will notify you of at least 48 hours in advance).
  • Factors outside of our reasonable control, including Force Majeure events, regional internet access issues, or massive systemic cloud provider (AWS/Vercel) outages.
  • Failures of third-party APIs or external services you have chosen to integrate.
  • Custom code, changes, or database migrations deployed by your internal team or third-party vendors without our prior review.

Need to report an issue?

Our engineering team is ready to assist. Please use the designated channels for your retainer tier to ensure correct routing.

Critical (P1) Hotlines: Refer to your onboarding packet for direct engineering phone numbers.

Standard Support: support@webforcelk.com