Service Level Agreement (SLA)
1. Service Commitment
Herenkou will use commercially reasonable efforts to ensure the Platform is available 99.5% uptime per calendar month, excluding scheduled maintenance and force majeure events.
2. Definitions
- Uptime: Time the Platform is operational and accessible
- Downtime: Periods when the Platform is unavailable (excluding exclusions below)
- Scheduled Maintenance: Pre-announced service interruptions
3. Exclusions
The SLA does not apply to downtime caused by:
- Third-party services (e.g., WordPress, hosting providers, APIs)
- User misconfiguration or misuse
- Internet/network issues outside our control
- Force majeure events (natural disasters, cyberattacks, etc.)
4. Support Response Times
Severity Level | Description | Response Time |
Critical | Platform unusable | Within 4 hours |
High | Major feature failure | Within 8 hours |
Medium | Partial degradation | Within 24 hours |
Low | Minor issues / inquiries | Within 48 hours |
5. Service Credits
If uptime falls below 99.5%:
- 99.0% – 99.49% → 5% credit
- 98.0% – 98.99% → 10% credit
- Below 98.0% → 20% credit
Credits:
- Apply to future billing cycles only
- Must be requested within 7 days of incident
6. Monitoring & Reporting
We continuously monitor system performance and may provide uptime reports upon request.