This SLA defines the monthly uptime target for the hosted service, support severity levels, response targets, maintenance windows, exclusions, and the service-credit process.
Professional or Enterprise customers only when an Order Form or master agreement expressly references this SLA.
Availability, maintenance, and support commitments for contracted Replofy customers.
This SLA applies only if a signed Order Form, subscription tier, or other written agreement expressly says it does. It covers the availability of the hosted Replofy application and Replofy-managed API runtime components that are part of the contracted service.
"Monthly Uptime Percentage" means: (Total minutes in the month - Unavailable minutes) / Total minutes in the month x 100.
| Service component | Commitment | Notes |
|---|---|---|
| Hosted application and core APIs | 99.5% Monthly Uptime Percentage | Measured monthly at the service level and excluding the items listed in the exclusions section below |
Support requests may be submitted through the Replofy support portal or by email to support@replofy.co.
| Severity | Typical impact | Initial response target | Status update cadence |
|---|---|---|---|
| Severity 1 | Complete outage or critical production failure with no reasonable workaround | Within 1 hour, 24x7 | Every 4 hours until service is restored or an acceptable workaround is provided |
| Severity 2 | Major degradation affecting core workflows, but service remains partially available | Within 4 business hours | At least once each business day while the incident remains open |
| Severity 3 | Material issue affecting a non-critical feature or a limited set of users | Within 1 business day | Reasonable progress updates during normal support cycles |
| Severity 4 | General questions, feature requests, low-impact defects, or configuration guidance | Within 2 business days | As scheduled through the normal support queue |
Replofy may perform planned maintenance that affects service availability. Planned maintenance will, where feasible, be scheduled outside peak usage periods and announced at least 48 hours in advance.
Emergency maintenance may be performed without advance notice when necessary to protect the security, integrity, or stability of the service.
The availability commitment does not apply to downtime caused by:
| Monthly uptime result | Service credit |
|---|---|
| Below 99.5% but at or above 99.0% | 10% of the monthly recurring fee for the affected service |
| Below 99.0% | 25% of the monthly recurring fee for the affected service |
Service credits are Customer's sole monetary remedy for SLA failure and must be requested within 30 days after the month in which the downtime occurred. Credits are applied to a future invoice and will not exceed 25% of the monthly recurring fee for the affected service.
Security or privacy incidents involving Customer Personal Data are governed by the Data Processing Agreement. Replofy may follow an internal incident response process operationally, but that process does not shorten, replace, or expand the breach-notice commitments made in the DPA.
Last updated: April 18, 2026.
