This Service Level Agreement ("SLA") describes the uptime commitments, support response standards, and service credits applicable to Righthium Pro and Enterprise plan subscribers.
1. Uptime Commitment
Righthium commits to the following monthly uptime for the core platform services:
| Plan | Monthly Uptime Target | Planned Maintenance |
|---|---|---|
| Starter | Best effort | No guarantee |
| Pro | 99.5% | 4 hours/month max |
| Enterprise | 99.9% | 2 hours/month max |
"Uptime" refers to the availability of the platform API and dashboards. Blockchain network availability (Polygon) is governed by that network's own uptime and is excluded from this SLA.
2. Support Response Times
| Severity | Description | Pro Response | Enterprise Response |
|---|---|---|---|
| P1 — Critical | Platform unavailable, data loss risk | 4 hours | 1 hour |
| P2 — High | Major feature unavailable | 12 hours | 4 hours |
| P3 — Medium | Minor issue, workaround available | 2 business days | 1 business day |
| P4 — Low | Questions, feature requests | 5 business days | 2 business days |
Support is provided via email at support@righthium.com. Business hours are Monday–Friday, 9am–6pm UTC.
3. Service Credits
If Righthium fails to meet the uptime commitment in any calendar month, you may request a service credit:
| Monthly Uptime Achieved | Service Credit |
|---|---|
| 99.0% – 99.5% (Pro) / 99.5% – 99.9% (Enterprise) | 10% of monthly fee |
| 95.0% – 99.0% | 25% of monthly fee |
| Below 95.0% | 50% of monthly fee |
To claim a credit, submit a request to support@righthium.com within 30 days of the incident. Credits are applied to the following billing cycle and are the sole remedy for uptime failures.
4. Exclusions
This SLA does not apply to downtime caused by:
- Scheduled maintenance with advance notice
- Third-party services (Polygon network, payment processors, email providers)
- Force majeure events beyond Righthium's control
- Actions or inactions by the customer
- Starter plan accounts
5. Monitoring and Reporting
Uptime is measured from our infrastructure monitoring systems. Enterprise customers may request monthly uptime reports by contacting support@righthium.com.
6. Changes to SLA
We may update this SLA with 30 days' advance notice. Continued use of the Service after notice constitutes acceptance of the updated SLA.
This SLA is part of and subject to the Righthium Terms of Service.