Service Level Agreement
Effective 9 July 2026
This Service Level Agreement ("SLA") describes the availability and support commitments for the DeCompass Platform and forms part of our Terms of Service. It applies to paid subscriptions unless your order states otherwise.
1. Availability commitment
We target 99.9% monthly availability of the Platform, measured as the percentage of minutes in the calendar month the Platform is materially available, excluding scheduled maintenance and events outside our reasonable control.
2. Scheduled maintenance
Planned maintenance is performed within announced windows, with advance notice where reasonably practicable, and is excluded from availability calculations.
3. Support targets
Severity | Description | Target first response |
P1 — Critical | Platform unavailable or major security issue | 1 business hour |
P2 — High | Major feature impaired, no workaround | 4 business hours |
P3 — Normal | Minor issue or question | 1 business day |
4. Service credits
If monthly availability falls below the commitment, eligible customers may request service credits against future fees, calculated on a sliding scale. Credits are the sole and exclusive remedy for availability shortfalls.
5. Requesting credits
Submit a request within 30 days of the affected month to [email protected] with supporting detail.
© 2026 DeCompass. This document is provided for information and does not constitute legal advice.