Trust
Service Level Agreement
Uptime, response and resolution commitments for Courtix-operated services.
Version 1.0 · Last updated 2026-04-14
This Service Level Agreement ("SLA") describes the availability and support commitments that Courtix Hosting LLC offers for managed services. Specific terms may be customised in individual engagement contracts, where a contract conflicts with this document, the contract controls.
Availability
| Tier | Monthly uptime | Credit |
|---|---|---|
| Production | ≥ 99.9% | 10% for each 0.1% below target, up to 30% |
| Staging | Best effort | N/A |
"Uptime" is measured over calendar-month windows and excludes scheduled maintenance announced at least 48 hours in advance.
Support response times
| Severity | Description | Response | Update cadence |
|---|---|---|---|
| Sev-1 | Full production outage or critical data integrity issue | ≤ 30 minutes | Hourly |
| Sev-2 | Major feature unavailable or severe degradation | ≤ 2 hours | Every 4 hours |
| Sev-3 | Minor feature broken with workaround | ≤ 1 business day | Daily |
| Sev-4 | Cosmetic / enhancement request | ≤ 3 business days | Weekly |
Response times are measured during our standard business hours (Monday – Friday, 09:00 – 18:00 EST), unless 24×7 coverage is agreed in the engagement contract.
Incident communication
- We notify affected customers of any confirmed Sev-1 or Sev-2 incident within 30 minutes of detection.
- Status updates are provided through the channel agreed in the engagement (email, Slack, a shared status page).
- A post-incident review is delivered within 5 business days of resolution for every Sev-1 and Sev-2 incident.
Maintenance windows
- Planned maintenance is scheduled outside peak hours where possible.
- Customers receive at least 48 hours notice of planned maintenance that may affect availability.
- Emergency maintenance to address a security issue or active incident may occur without prior notice; we will notify affected customers as soon as practical.
Exclusions
The SLA does not apply to downtime caused by:
- Factors outside our reasonable control (natural disaster, third-party network failure, upstream provider outage).
- Customer actions (misconfiguration, throttling by customer, DDoS originating from customer systems).
- Scheduled and notified maintenance.
- Beta or pre-release features explicitly labeled as such.
Credit process
- Credits must be requested within 30 days of the incident.
- Credits are applied to the next invoice and do not exceed the fees paid for the affected service in the month of the incident.
- Credits are the sole remedy for SLA breaches under this document.
Contact
- Operations and incident contact: [email protected]
- General support: [email protected]
- Phone (business hours): +1 (830) 293-3496