SLAs and Uptime
Service Level Agreement (SLA)
Overview
Tabs is committed to providing a reliable and performant API to support your business operations. This Service Level Agreement (SLA) outlines our commitments regarding uptime, response times, and support.
Uptime Guarantee
We guarantee an uptime of 99.9% per month, excluding scheduled maintenance and force majeure events.
Scheduled Maintenance
- Maintenance will typically occur during off-peak hours (e.g., 9 PM - 4 AM ET or weekends not the 1st or last of the month)
Exclusions
The uptime calculation does not include:
- Scheduled maintenance with prior notice.
- Issues caused by third-party services or external providers.
- Force majeure events such as natural disasters or government actions.
Support and Incident Response
Tabs provides customer support within the following response time targets:
| Severity Level | Definition | Initial Response Time |
|---|---|---|
| Critical | API is unavailable or severely impacting business operations. | 1 hour |
| High | Major functionality is impacted with no workaround. | 4 hours |
| Medium | Partial loss of functionality or minor impact. | 1 business day |
| Low | General inquiries or minor issues. | 2 business days |
Contacting Support
For support requests, please reach out via:
- Email: [email protected]
- Slack: Available for real-time support.
This SLA is subject to change at Tabs’ discretion. We will notify customers of updates 30 days in advance.
Updated 2 months ago