Service Level Agreement

Last updated: September 23, 2024

This Service Level Agreement (SLA) outlines our commitments to platform availability, performance, and support for LittleProgrammers users. As a SaaS educational platform provider, we strive to maintain high standards of service reliability and user support.

This agreement applies to all paid subscription tiers and specifies the service levels you can expect from our platform.

1.1 Uptime Guarantee

We commit to the following uptime levels:

  • Standard Plan: 99.5% monthly uptime
  • Professional Plan: 99.9% monthly uptime
  • Enterprise Plan: 99.95% monthly uptime
  • Scheduled maintenance excluded

1.2 Maintenance Windows

Scheduled maintenance periods:

  • Regular maintenance: Sundays 2:00 AM - 4:00 AM UTC
  • Emergency maintenance: As needed with notice
  • Platform updates: Scheduled with 48h notice
  • Service improvements: Minimal disruption

1.3 Service Monitoring

Our monitoring system tracks:

  • Platform accessibility
  • Response times
  • Error rates
  • System performance
  • User experience metrics

2.1 Response Time

Target response times:

  • Page load: Under 2 seconds
  • API requests: Under 500ms
  • Search operations: Under 1 second
  • File uploads: Based on size

2.2 Capacity

Platform capacity guarantees:

  • Concurrent users: Plan-based limits
  • Storage: Plan allocation
  • Bandwidth: Unlimited fair use
  • API rate limits: Plan-based

2.3 Data Management

Data handling commitments:

  • Backup frequency: Daily
  • Retention period: 30 days
  • Recovery time: 4-8 hours
  • Data durability: 99.999999999%

3.1 Support Hours

Support availability by plan:

  • Standard: Business hours (9 AM - 5 PM UTC)
  • Professional: Extended hours (24/5)
  • Enterprise: 24/7 support
  • Holiday coverage varies by plan

3.2 Response Times

Target response times by severity:

  • Critical: 1 hour
  • High: 4 hours
  • Medium: 8 hours
  • Low: 24 hours

3.3 Support Channels

Available support methods:

  • Email support: All plans
  • Live chat: Professional and Enterprise
  • Phone support: Enterprise only
  • Video calls: Enterprise only

4.1 Incident Classification

We classify incidents as:

  • Critical: Service unavailable
  • High: Major feature impact
  • Medium: Limited feature impact
  • Low: Minor issues

4.2 Resolution Process

Our resolution workflow:

  • Acknowledgment and logging
  • Investigation and diagnosis
  • Solution implementation
  • Verification and closure

4.3 Communication

During incidents, we provide:

  • Initial notification
  • Status updates
  • Resolution confirmation
  • Post-incident report

5.1 Credit Calculation

Service credits for downtime:

  • <99.5%: 10% credit
  • <99%: 25% credit
  • <98%: 50% credit
  • <95%: 100% credit

5.2 Credit Claims

To claim service credits:

  • Submit within 30 days
  • Provide incident details
  • Include account information
  • Document impact

This SLA represents our commitment to providing reliable, high-quality educational services. We continuously monitor and improve our service levels to ensure the best possible experience for our users.

For questions about our SLA or to report service issues, please contact our support team at support@littleprogrammers.org