retoors/sla.html at cd259b0b81e87f075b9a9a1a5a9d765c7926e6af

 {% extends "layouts/base.html" %}
 {% block title %}Service Level Agreement{% endblock %}
 {% block head %}
     {{ super() }}
     <link rel="stylesheet" href="/static/css/components/content_pages.css">
 {% endblock %}
 {% block content %}
     <main>
         <section class="content-section">
             <h1>Service Level Agreement</h1>
             <p>Last updated: January 2025</p>
             <p>This Service Level Agreement applies to Business and Enterprise plan customers of Retoor's Cloud Solutions.</p>
             <h2>1. Service Availability</h2>
             <h3>1.1 Uptime Guarantee</h3>
             <table>
                 <thead>
                     <tr>
                         <th>Service Tier</th>
                         <th>Monthly Uptime Guarantee</th>
                         <th>Maximum Downtime per Month</th>
                     </tr>
                 </thead>
                 <tbody>
                     <tr>
                         <td>Personal</td>
                         <td>99.0%</td>
                         <td>7.2 hours</td>
                     </tr>
                     <tr>
                         <td>Professional</td>
                         <td>99.5%</td>
                         <td>3.6 hours</td>
                     </tr>
                     <tr>
                         <td>Business</td>
                         <td>99.9%</td>
                         <td>43.2 minutes</td>
                     </tr>
                     <tr>
                         <td>Enterprise</td>
                         <td>99.95%</td>
                         <td>21.6 minutes</td>
                     </tr>
                 </tbody>
             </table>
             <h3>1.2 Planned Maintenance</h3>
             <p>Planned maintenance windows do not count against uptime guarantees. We will:</p>
             <ul>
                 <li>Provide at least 48 hours notice for planned maintenance</li>
                 <li>Schedule maintenance during off-peak hours when possible</li>
                 <li>Limit planned maintenance to 4 hours per month for Business plans</li>
                 <li>Limit planned maintenance to 2 hours per month for Enterprise plans</li>
             </ul>
             <h2>2. Support Response Times</h2>
             <h3>2.1 Support Channels</h3>
             <table>
                 <thead>
                     <tr>
                         <th>Service Tier</th>
                         <th>Support Channels</th>
                         <th>Support Hours</th>
                     </tr>
                 </thead>
                 <tbody>
                     <tr>
                         <td>Personal</td>
                         <td>Email only</td>
                         <td>Business hours (9-17 CET)</td>
                     </tr>
                     <tr>
                         <td>Professional</td>
                         <td>Email, Chat</td>
                         <td>Extended hours (8-20 CET)</td>
                     </tr>
                     <tr>
                         <td>Business</td>
                         <td>Email, Chat, Phone</td>
                         <td>24/7</td>
                     </tr>
                     <tr>
                         <td>Enterprise</td>
                         <td>Email, Chat, Phone, Dedicated Account Manager</td>
                         <td>24/7</td>
                     </tr>
                 </tbody>
             </table>
             <h3>2.2 Response Time Commitments</h3>
             <table>
                 <thead>
                     <tr>
                         <th>Priority Level</th>
                         <th>Description</th>
                         <th>Business Plan</th>
                         <th>Enterprise Plan</th>
                     </tr>
                 </thead>
                 <tbody>
                     <tr>
                         <td>Critical (P1)</td>
                         <td>Service completely unavailable</td>
                         <td>1 hour</td>
                         <td>30 minutes</td>
                     </tr>
                     <tr>
                         <td>High (P2)</td>
                         <td>Major functionality impaired</td>
                         <td>4 hours</td>
                         <td>2 hours</td>
                     </tr>
                     <tr>
                         <td>Medium (P3)</td>
                         <td>Minor functionality issues</td>
                         <td>1 business day</td>
                         <td>8 hours</td>
                     </tr>
                     <tr>
                         <td>Low (P4)</td>
                         <td>General questions, feature requests</td>
                         <td>2 business days</td>
                         <td>1 business day</td>
                     </tr>
                 </tbody>
             </table>
             <h2>3. Data Backup Guarantees</h2>
             <ul>
                 <li><strong>Backup Frequency:</strong> Daily automated backups for all paid plans</li>
                 <li><strong>Retention Period:</strong> 30 days for Business plans, 90 days for Enterprise plans</li>
                 <li><strong>Recovery Point Objective (RPO):</strong> 24 hours maximum data loss</li>
                 <li><strong>Recovery Time Objective (RTO):</strong> 4 hours for Business, 2 hours for Enterprise</li>
                 <li><strong>Data Redundancy:</strong> All data stored with triple redundancy across multiple data centers</li>
             </ul>
             <h2>4. Performance Standards</h2>
             <ul>
                 <li><strong>File Upload Speed:</strong> Minimum 10 Mbps under normal conditions</li>
                 <li><strong>File Download Speed:</strong> Minimum 25 Mbps under normal conditions</li>
                 <li><strong>API Response Time:</strong> 95% of requests completed within 500ms</li>
                 <li><strong>File Access Latency:</strong> Maximum 100ms for file metadata operations</li>
             </ul>
             <h2>5. Service Credits</h2>
             <h3>5.1 Credit Calculation</h3>
             <p>If we fail to meet the uptime guarantee, you are eligible for service credits:</p>
             <table>
                 <thead>
                     <tr>
                         <th>Monthly Uptime Percentage</th>
                         <th>Service Credit</th>
                     </tr>
                 </thead>
                 <tbody>
                     <tr>
                         <td>99.0% - 99.5%</td>
                         <td>10% of monthly fee</td>
                     </tr>
                     <tr>
                         <td>95.0% - 99.0%</td>
                         <td>25% of monthly fee</td>
                     </tr>
                     <tr>
                         <td>90.0% - 95.0%</td>
                         <td>50% of monthly fee</td>
                     </tr>
                     <tr>
                         <td>Below 90.0%</td>
                         <td>100% of monthly fee</td>
                     </tr>
                 </tbody>
             </table>
             <h3>5.2 Claiming Credits</h3>
             <p>To claim service credits:</p>
             <ul>
                 <li>Submit a claim within 30 days of the incident</li>
                 <li>Provide details of the downtime experienced</li>
                 <li>Credits will be applied to your next monthly invoice</li>
                 <li>Credits cannot be exchanged for cash</li>
             </ul>
             <h2>6. Exclusions</h2>
             <p>This SLA does not apply to service unavailability caused by:</p>
             <ul>
                 <li>Factors outside our reasonable control (force majeure)</li>
                 <li>Your equipment, software, or internet connection</li>
                 <li>Violation of our Acceptable Use Policy</li>
                 <li>Scheduled maintenance with proper notice</li>
                 <li>Suspension or termination of your account for breach of terms</li>
             </ul>
             <h2>7. Monitoring and Reporting</h2>
             <p>We provide:</p>
             <ul>
                 <li>Real-time service status dashboard at status.retoors.nl</li>
                 <li>Monthly uptime reports for Business and Enterprise customers</li>
                 <li>Email notifications for incidents affecting your service</li>
                 <li>Post-incident reports for P1 and P2 incidents</li>
             </ul>
             <h2>8. Changes to This SLA</h2>
             <p>We may modify this SLA with 30 days notice. Material changes that reduce service levels will allow you to terminate your contract without penalty.</p>
             <h2>9. Contact</h2>
             <p>For SLA-related questions or to report service issues:</p>
             <ul>
                 <li>Email: sla@retoors.nl</li>
                 <li>Phone (Business/Enterprise): [Business Support Number]</li>
                 <li>Status Page: status.retoors.nl</li>
             </ul>
         </section>
     </main>
 {% endblock %}