Service Level Agreement
Last Updated: [DATE]This Service Level Agreement ("SLA") is incorporated into and forms part of the DEXtra Terms of Service ("Agreement") between DEXtra ("we", "us", "our") and the Customer ("you", "your"). It describes the service availability commitments and support response times applicable to each subscription plan.
1. Uptime Commitment
DEXtra commits to the following monthly uptime targets based on your subscription plan:
- Starter Plan: Best-effort availability. No uptime SLA is provided.
- Professional Plan: 99.5% monthly uptime.
- Enterprise Plan: 99.9% monthly uptime.
"Uptime" is defined as the availability of the DEXtra orchestrator API and WebSocket endpoints, measured on a monthly basis. Uptime percentage is calculated as:
Uptime % = ((Total Minutes in Month - Downtime Minutes) / Total Minutes in Month) x 100
"Downtime" means a period during which the orchestrator API and WebSocket endpoints are materially unavailable to the Customer, excluding periods described in Section 3 (Exclusions).
2. Scheduled Maintenance
DEXtra may perform scheduled maintenance to deploy updates, apply security patches, and improve Service infrastructure. The following policies apply to scheduled maintenance:
- Advance Notice: We will provide a minimum of 48 hours' notice before any scheduled maintenance window via email notification to account administrators.
- Preferred Window: Scheduled maintenance will be performed during the preferred window of Saturday or Sunday, 2:00 AM - 6:00 AM Eastern Time (ET), whenever possible.
- Emergency Maintenance: In the event of critical security vulnerabilities or threats requiring immediate remediation, emergency maintenance may proceed without advance notice. We will notify affected customers as soon as reasonably practicable.
3. Exclusions
The following events are excluded from the calculation of Uptime and do not count as Downtime for purposes of this SLA:
- Scheduled Maintenance: Maintenance windows for which advance notice was provided in accordance with Section 2.
- Force Majeure: Events beyond DEXtra's reasonable control, including but not limited to natural disasters, acts of war or terrorism, government actions, pandemic, power grid failures, and internet backbone disruptions.
- Customer Connectivity: Failures or degradation of the Customer's internet connection, local network infrastructure, or endpoint hardware.
- Customer Modifications: Issues arising from Customer modification, misconfiguration, or unauthorized alteration of the DEXtra Agent software.
- Third-Party Outages: Service disruptions caused by third-party providers, including but not limited to AI model providers (e.g., Anthropic), DNS providers, certificate authorities, and upstream hosting infrastructure not operated by DEXtra.
4. Service Credits
Service credits are available exclusively to Enterprise Plan customers. If monthly uptime falls below the committed 99.9% threshold, eligible customers may request credits as follows:
| Monthly Uptime | Service Credit |
|---|---|
| 99.0% - 99.9% | 10% of monthly fee |
| 95.0% - 99.0% | 25% of monthly fee |
| Below 95.0% | 50% of monthly fee |
Service credit requests must be submitted within 30 calendar days of the end of the month in which the Downtime occurred. The maximum total credit for any single calendar month shall not exceed 50% of the monthly fee for that month. Service credits are the Customer's sole and exclusive remedy for any failure to meet the uptime commitment.
5. Support Response Times
DEXtra provides technical support with response times based on your subscription plan:
| Plan | Support Channels | Initial Response Time |
|---|---|---|
| Starter | 24 hours (business days) | |
| Professional | Email + Chat | 8 hours (business days) |
| Enterprise | Email + Chat + Phone | 4 hours (24/7 for P1 issues) |
"Business days" are Monday through Friday, 8:00 AM - 6:00 PM Eastern Time (ET), excluding United States federal holidays. Enterprise customers receive 24/7 support for Priority 1 (Critical) issues as described in Section 6.
6. Priority Levels
Support requests are classified into the following priority levels, each with a target resolution time:
P1 — Critical
The Service is completely unavailable or a core function is inoperable, affecting all or substantially all users with no workaround available. Target resolution: 4 hours.
P2 — High
A major feature or function of the Service is unavailable or severely degraded, with no reasonable workaround available. Business operations are significantly impacted. Target resolution: 8 hours.
P3 — Medium
A feature or function of the Service is impaired, but a reasonable workaround is available and business operations can continue. Target resolution: 24 hours.
P4 — Low
General questions, documentation requests, feature requests, or minor cosmetic issues with no impact on Service functionality. Target response: 72 hours.
DEXtra reserves the right to reclassify the priority level of a support request if the initial classification does not accurately reflect the severity and impact of the issue.
7. Monitoring and Reporting
DEXtra continuously monitors the availability and performance of all Service components, including the orchestrator API, WebSocket endpoints, and background processing engines. Monitoring is performed from multiple geographic locations to ensure accurate measurement of Service availability.
Status information regarding current Service availability and any ongoing incidents is available upon request. Enterprise Plan customers receive monthly uptime reports that include total uptime percentage, incident summaries, and resolution details for the preceding calendar month.
8. Contact
For support inquiries and SLA-related requests, please contact us at: