Service Level Agreement

Service Commitment

ModSuite is committed to providing reliable and high-performance digital services. This Service Level Agreement (SLA) outlines the performance guarantees applicable to eligible premium plans and enterprise customers. Standard plans may not be covered by all terms below; please refer to your specific agreement.

Uptime Guarantee

We guarantee 99.9% uptime for our hosting and infrastructure services. Uptime is calculated on a monthly basis, excluding scheduled maintenance windows. If uptime falls below 99.9% in a given month, you may be eligible for service credits as outlined below.

Support Response Times

Support tickets are prioritized based on severity. Our target response times during business hours are:

• Critical (service down) — within 1 hour
• High (major feature affected) — within 4 hours
• Normal (general inquiry) — within 12 hours
• Low (cosmetic or minor) — within 24 hours

Scheduled Maintenance

We perform scheduled maintenance during low-traffic windows. We will provide at least 48 hours' notice for any maintenance that may cause service disruption. Emergency maintenance may be performed with shorter notice when necessary to protect service integrity.

Compensation for Downtime

If monthly uptime falls below 99.9%, you may request service credits as follows: below 99.9% — 5% credit, below 99.0% — 10% credit, below 98.0% — 25% credit. Credits are applied to your next billing cycle and do not apply to third-party service outages beyond our control.

Exclusions

This SLA does not apply to disruptions caused by: third-party services or APIs, customer-initiated changes or misconfigurations, force majeure events, scheduled maintenance with proper notice, or free trial accounts.

Requesting Credit

To request a service credit, please submit a support ticket within 7 days of the incident. Include the date, time, duration, and impact of the outage. We will verify and apply eligible credits within 30 days.