Enterprise-tier commitments for compliance infrastructure
ProlixoTech targets 99.9% monthly uptime for all production services, calculated as follows:
Monthly Uptime % = (Total Minutes - Downtime Minutes) / Total Minutes × 100
This translates to a maximum of 43 minutes and 50 seconds of downtime per month.
Once automated monitoring is deployed, uptime will be measured continuously. Scheduled maintenance windows are announced 72 hours in advance and excluded from uptime calculations.
Once automated monitoring is deployed, if we fail to meet our uptime target, Enterprise customers will be entitled to service credits applied to the next billing cycle:
| Monthly Uptime | Service Credit | Max Downtime |
|---|---|---|
| 99.0% - 99.9% | 10% | ~7 hours 18 min |
| 95.0% - 99.0% | 25% | ~36 hours |
| 90.0% - 95.0% | 50% | ~72 hours |
| Below 90.0% | 100% | >72 hours |
Credits must be requested within 30 days of the incident. Maximum credit per month is 100% of monthly fees. Credits are applied to future invoices and are not redeemable for cash.
| Severity | Description | Initial Response | Resolution Target |
|---|---|---|---|
| Critical | Service unavailable, data loss risk | 15 minutes | 4 hours |
| High | Significant functionality impaired | 1 hour | 8 hours |
| Medium | Partial functionality affected | 4 hours | 24 hours |
| Low | General questions, feature requests | 24 hours | Best effort |
The following situations are excluded from uptime calculations and credit eligibility:
Data Durability: 99.999999999% (11 9's) - Your compliance evidence is stored with the same durability as AWS S3.
Encryption: All data encrypted at rest (AES-256) and in transit (TLS 1.3). HSM-backed key management.
Backup: Continuous replication across 3 availability zones. Point-in-time recovery available.
Retention: Evidence is accessible for the duration of your plan's retention window (7 days Starter, 365 days Pro, unlimited Enterprise). After subscription ends, data is stored for 7 additional years per regulatory requirements. A 30-day export window is provided upon cancellation. See Terms §4.3 and Pricing for details.
| Metric | Target | Description |
|---|---|---|
| RTO | 4 hours | Recovery Time Objective — maximum time to restore service after an outage |
| RPO | 0 seconds | Recovery Point Objective — DynamoDB continuous backups ensure zero data loss |
| MTTR | <1 hour | Mean Time to Recovery — target for automated failover scenarios |
Our team is available to discuss custom SLA terms for Enterprise customers.
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