SLA
Service Level Agreement
Effective 13 May 2026. Applies to paid Sprint Buddy subscriptions. Free plans run on best-effort infrastructure with no contractual guarantees.
Uptime & service credits
| Plan | Monthly uptime | Support response | Service credit |
|---|---|---|---|
| Free | Best-effort | Community | — |
| Pro | 99.5 % | Email · 1 business day | 10 % monthly fee at < 99.5 % |
| Team | 99.9 % | Priority · 4 hours | 25 % monthly fee at < 99.9 %, 50 % at < 99.0 % |
Severity & response targets
S1 — Production down
Service unavailable for all users.
Ack: 1 h
Target fix: 4 h
S2 — Major degradation
Core feature broken, no workaround.
Ack: 4 h
Target fix: 1 business day
S3 — Minor issue
Workaround exists.
Ack: 1 business day
Target fix: 5 business days
S4 — Question / request
Feature requests, docs.
Ack: 2 business days
Target fix: Next release
Exclusions
Scheduled maintenance windows (announced ≥ 48 h in advance, max 4 h / month), force majeure, customer-side issues (Jira outages, network), and beta features do not count against uptime.
Claiming credits
Email sla@sprintbuddy.app within 30 days of the incident with affected timeframes. Approved credits are applied to your next invoice. Credits are the sole remedy for SLA breaches.