Service Level Agreement
Uptime commitments, support response targets, and service credit terms for Clapwork platform customers.
1. Platform Availability
Clapwork commits to the following monthly uptime targets for the Platform:
| Plan | Uptime Target | Permitted Downtime / Month |
|---|---|---|
| Growth | 99.5% | ~3.6 hours |
| Custom / Enterprise | 99.9% | ~43 minutes |
Uptime excludes scheduled maintenance windows (communicated at least 48 hours in advance) and force majeure events.
2. Support Response Times
| Severity | Description | Growth | Enterprise |
|---|---|---|---|
| Critical | Platform unavailable or major function inoperable | 4 hours | 1 hour |
| High | Significant feature degradation with workaround available | 8 hours | 4 hours |
| Medium | Minor feature issue, low business impact | 24 hours | 8 hours |
| Low | General questions, feature requests, cosmetic issues | 48 hours | 24 hours |
Response times measured during business hours (Monday-Friday, 8 AM - 8 PM UTC) for Growth plans, and 24/7 for Enterprise plans.
3. Service Credits
If Clapwork fails to meet the uptime target in any calendar month, the Customer is eligible for service credits as follows:
| Monthly Uptime | Service Credit (% of monthly fee) |
|---|---|
| 99.0% - 99.49% | 10% |
| 95.0% - 98.99% | 25% |
| Below 95.0% | 50% |
Service credits are applied to future invoices and do not entitle the Customer to a cash refund. Credits must be requested within 30 days of the incident. Maximum monthly credit shall not exceed 50% of the monthly subscription fee.
4. Scheduled Maintenance
Clapwork performs scheduled maintenance during low-traffic windows (typically Sundays 02:00-06:00 UTC). Customers receive at least 48 hours notice via email and the platform status page.
Emergency maintenance may occur without prior notice if required to address critical security vulnerabilities or data integrity risks.
5. Monitoring and Reporting
Clapwork provides a public status page for real-time platform availability information. Enterprise customers receive monthly uptime reports and have access to historical availability data through their account dashboard.
6. Exclusions
The uptime commitment does not apply to:
- Scheduled maintenance windows communicated in advance.
- Downtime caused by factors outside Clapwork's reasonable control (force majeure, internet backbone failures, DNS propagation).
- Customer actions or configurations that cause service disruption.
- Features explicitly designated as beta or preview.
Need Custom SLA Terms?
Enterprise customers can negotiate custom SLA terms, including higher uptime targets and dedicated support.