Uptime commitment
| Tier | Monthly availability | Service credit |
|---|---|---|
| >= 99.9 % | Met | None — committed level. |
| < 99.9 % and >= 99.0 % | Missed | 10 % of the affected month's recurring fees. |
| < 99.0 % and >= 95.0 % | Missed | 25 % of the affected month's recurring fees. |
| < 95.0 % | Missed | 50 % of the affected month's recurring fees. |
What counts as 'unavailable'
The platform is 'available' when the customer-facing application and authenticated APIs respond successfully to a representative health check on the customer's primary region. Single-feature degradations, customer-side network failures, scheduled maintenance, and Force Majeure events are excluded.
Support response targets
| Severity | Description | First response |
|---|---|---|
| Sev-1 | Production outage; AOG workflow blocked; data loss. | 1 hour, 24x7. |
| Sev-2 | Major feature unavailable; significant business impact. | 4 hours, business hours. |
| Sev-3 | Minor feature degraded; workaround available. | 1 business day. |
| Sev-4 | Question, request, or low-impact issue. | 2 business days. |
Exclusions
- Scheduled maintenance windows announced at least 48 hours in advance (≤ 4 hours / month aggregate).
- Emergency security maintenance.
- Customer-caused outages (misconfiguration, exhaustion of customer-side credentials).
- Force Majeure (natural disasters, civil unrest, government action, internet backbone outages).
- Issues outside the platform's control surface (third-party SSO outages, customer ISPs).
Sole remedy
Service credits are the sole and exclusive remedy for any availability or support failure under this SLA. Credit requests must be submitted within 30 days of the affected month and are applied to the next invoice.
Question, request, or follow-up?
Reach the PartsPerk team for clarification, escalation, or to start a related conversation.
PartsPerk LLC · Delaware, United States · Doc /legal/sla · v1.0