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Service Level Agreement

Last updated: February 1, 2026

1. Service Commitment

ABA Hughes Inc. commits to maintaining a Monthly Uptime Percentage of at least 99.9% for the Project Bindr platform during each calendar month. This commitment applies to the core platform services including the web application, API endpoints, and data storage systems.

2. Definitions

  • Monthly Uptime Percentage: The total number of minutes in a calendar month minus the number of minutes of Downtime, divided by the total number of minutes in the month, expressed as a percentage.
  • Downtime: A period of more than five (5) consecutive minutes during which the Service is unavailable, excluding Scheduled Maintenance.
  • Scheduled Maintenance: Planned maintenance windows communicated at least 48 hours in advance, typically performed during off-peak hours (Saturday 2:00 AM - 6:00 AM EST).
  • Emergency Maintenance: Unplanned maintenance required to address critical security vulnerabilities or system failures that pose immediate risk.

3. Uptime Service Credits

If we fail to meet the Monthly Uptime Percentage commitment, eligible customers may request service credits according to the following schedule:

Monthly Uptime Percentage Service Credit
99.0% – 99.9% 10% of monthly subscription fee
95.0% – 99.0% 25% of monthly subscription fee
Below 95.0% 50% of monthly subscription fee

Service credits are applied to future invoices and do not entitle the customer to a cash refund. Maximum service credits for any calendar month shall not exceed 50% of the monthly subscription fee.

4. Support Response Times

We provide tiered support response times based on the severity of the issue:

Severity Description Initial Response Resolution Target
Critical Service is down or major functionality is unavailable 1 hour 4 hours
High Significant feature is impaired but workaround exists 4 hours 1 business day
Medium Minor feature issue or non-critical bug 8 hours 3 business days
Low General question, feature request, or cosmetic issue 24 hours 5 business days

Response times are measured during business hours (Monday through Friday, 9:00 AM to 5:00 PM EST), except for Critical severity issues which are monitored 24/7.

5. Exclusions

The uptime commitment does not apply to service interruptions caused by:

  • Scheduled or emergency maintenance windows
  • Force majeure events (natural disasters, war, government actions)
  • Issues caused by the customer's equipment, software, or network
  • Third-party service provider outages beyond our reasonable control
  • Customer's violation of the Terms of Service
  • DNS issues outside our managed infrastructure
  • Features explicitly labeled as "Beta" or "Preview"

6. Data Backup and Recovery

We perform automated daily backups of all customer data with a retention period of 30 days. In the event of data loss, we will use commercially reasonable efforts to restore data from the most recent backup. Recovery Point Objective (RPO) is 24 hours, and Recovery Time Objective (RTO) is 4 hours.

7. Reporting and Communication

We maintain a status page for real-time service availability monitoring. In the event of a service disruption, we will:

  • Post an update to the status page within 15 minutes of incident detection
  • Provide regular updates at least every 30 minutes during active incidents
  • Send email notification to affected account administrators
  • Publish a post-incident report within 5 business days for Critical severity incidents

8. Credit Request Process

To request a service credit:

  • Submit a request within 30 days of the end of the affected calendar month
  • Include the dates and times of the Downtime experienced
  • Send the request to support@projectbindr.com with the subject line "SLA Credit Request"

We will review each request and respond within 10 business days. If the claim is validated, service credits will be applied to the next billing cycle.

9. SLA Modifications

We may update this SLA from time to time. We will provide at least 30 days' notice of any material changes. The current version of this SLA supersedes all previous versions.

10. Contact

For questions about this SLA or to report a service issue: