Service Level Agreement
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This SLA applies to Portfolio and White Glove customers when incorporated by an order form. Pro is provided on a commercially reasonable best-effort basis without the credit schedule below unless an order form says otherwise.
Uptime target
99.9% monthly availability of the FoxtINN portal and API, excluding scheduled maintenance, customer-caused outages, third-party upstream failures outside our reasonable control, and force majeure.
Service credits
Below 99.9% but at or above 99.0%: 10% monthly service credit. Below 99.0% but at or above 95.0%: 25% monthly service credit. Below 95.0%: 50% monthly service credit. Credits are the sole remedy for downtime under this SLA and must be requested within thirty (30) days of the incident month.
Maintenance
Scheduled maintenance is announced at least 48 hours in advance when practicable and conducted in off-peak windows where feasible.
Support response
P1 (production down): 30 minutes. P2 (degraded): 2 hours. P3 (single user / non-critical): 1 business day. P4 (general request): 3 business days. Response targets are acknowledgment targets, not resolution guarantees.
Questions? Call Laila at (816) 816-3823 · hello@foxtcon.com · Back to Trust Center