Service Level Agreement
Last updated: 9 May 2026
Effective: 09 May 2026
This Service Level Agreement ("SLA") applies to Megatrust Technologies Limited's managed cloud / DevOps engagements, hosted SaaS products, and any other recurring service where uptime and support are part of the agreed scope.
1. Uptime commitment
We target the following monthly uptime, measured by our independent monitoring platform (excluding scheduled maintenance and force majeure events):
- Standard tier — 99.5% (≤ 3 hours 39 minutes downtime / month).
- Pro tier — 99.9% (≤ 43 minutes downtime / month).
- Enterprise tier — 99.95% (≤ 22 minutes downtime / month) with 24×7 on-call.
2. Severity tiers & response times
| Severity | Definition | First response | Workaround target |
|---|---|---|---|
| S1 — Critical | Production outage; no workaround; revenue impact. | 15 minutes (Enterprise) · 1 hour (Pro) · 2 hours (Standard) | 4 hours |
| S2 — High | Major feature broken; workaround exists. | 2 hours · 4 hours · 1 business day | 2 business days |
| S3 — Normal | Minor bug; cosmetic; non-blocking. | 1 business day | Next sprint |
| S4 — Request | Question, change request, feature ask. | 2 business days | Backlog-grooming |
3. Service credits
If we miss the monthly uptime commitment for your tier, you may claim a service credit against your next invoice:
- 0.1% – 1.0% below target → 5% credit.
- 1.0% – 5.0% below target → 15% credit.
- Above 5.0% below target → 30% credit.
Service credits are the sole and exclusive remedy for missed uptime targets and must be claimed in writing within 30 days of the affected month.
4. Exclusions
Downtime caused by any of the following is excluded from the calculation:
- Scheduled maintenance announced at least 48 hours in advance.
- Force majeure: acts of God, war, terrorism, government action, internet-wide outages.
- Failures caused by client-side configuration changes, third-party dependencies you manage, or abuse of the service.
- Beta features explicitly marked as such.
5. Reporting issues
To raise a support ticket, email [email protected] with the subject line prefixed by the severity (e.g., "[S1] Production checkout failing"). For Enterprise-tier on-call, use the dedicated phone bridge issued in your runbook.