Service Level Agreement
Version 1.0 | Last Updated: February 2026
This Service Level Agreement ("SLA") applies to paid subscription tiers (Pro and Business) of Lifestream Vault.
1. Service Availability
1.1 Availability Target
We target 99.9% monthly uptime for the Lifestream Vault service, measured as the percentage of minutes in a calendar month during which the Service is available and operational.
1.2 Availability Calculation
Monthly Uptime % = ((Total Minutes - Downtime Minutes) / Total Minutes) x 100
Where "Downtime" is any period of 5 or more consecutive minutes during which the Service is unavailable, excluding scheduled maintenance.
2. Scheduled Maintenance
2.1 Maintenance Windows
Scheduled maintenance is performed during low-traffic periods:
- Primary window: Sundays, 02:00 - 06:00 UTC
- Emergency window: As needed with minimum 4 hours' notice
2.2 Notification
- Scheduled maintenance: 72 hours advance notice via email and in-app notification
- Emergency maintenance: As much advance notice as reasonably possible, minimum 4 hours
2.3 Exclusion
Scheduled maintenance windows are excluded from availability calculations.
3. Incident Response
3.1 Severity Levels
| Severity | Definition | Response Time | Resolution Target |
|---|---|---|---|
| Critical | Service completely unavailable | 30 minutes | 4 hours |
| High | Major feature unavailable or severe degradation | 2 hours | 8 hours |
| Medium | Minor feature unavailable or moderate degradation | 8 hours | 24 hours |
| Low | Cosmetic issues or minor inconvenience | 24 hours | 5 business days |
3.2 Response Definitions
- Response Time: Time from incident detection or report to initial acknowledgment
- Resolution Target: Target time from acknowledgment to resolution or workaround
4. Support Channels
4.1 Pro Tier
- Email support: support@lifestreamdynamics.com
- Response within business hours (Mon-Fri, 9:00-17:00 EST)
- Access to community forums and documentation
4.2 Business Tier
- Priority email support with escalation path
- Response during extended hours (Mon-Fri, 7:00-21:00 EST)
- Access to community forums and documentation
- Quarterly account reviews (upon request)
5. Service Credits
5.1 Eligibility
If monthly uptime falls below the 99.9% target, Business tier customers may request service credits.
5.2 Credit Schedule
| Monthly Uptime | Credit (% of monthly fee) |
|---|---|
| 99.0% - 99.9% | 10% |
| 95.0% - 99.0% | 25% |
| Below 95.0% | 50% |
5.3 Credit Request
- Credits must be requested within 30 days of the affected month
- Contact billing@lifestreamdynamics.com with your account details and the affected period
- Credits are applied to future billing and are not redeemable for cash
6. Exclusions
This SLA does not apply to:
- Free tier accounts
- Downtime caused by factors outside our reasonable control (force majeure)
- Issues caused by your equipment, software, or network connectivity
- Scheduled maintenance windows
- API rate limit enforcement
- Account suspension due to Terms of Service violations
- Beta or preview features
7. Data Backup
- Database backups are performed daily with 30-day retention
- Point-in-time recovery is available for the most recent 7 days
- Backup restoration requests should be directed to support
8. Changes
We may update this SLA with 30 days' notice. Changes will not reduce service commitments for the remainder of your current billing period.
9. Contact
For SLA-related inquiries:
- Email: support@lifestreamdynamics.com
- Billing: billing@lifestreamdynamics.com