Service Level Agreement
Effective Date: January 16, 2026
This Service Level Agreement ("SLA") defines the service levels and support commitments for Alley Agents ("we," "our," or "us") paid plans. This SLA is part of and subject to our Terms of Service.
1. Uptime Commitment
We target 99.5% monthly uptime for the core Alley Agents platform. Uptime is measured as the percentage of time the Service is available for use, excluding scheduled maintenance and exclusions below.
2. Scheduled Maintenance
We may perform scheduled maintenance with at least 24 hours advance notice when possible. Maintenance windows will be communicated via email or in-app notification. Scheduled maintenance does not count against uptime.
3. Support Response Times
For paid plans, we aim to respond to support requests within:
- Critical (Service Down): 4 business hours
- High (Major Feature Impacted): 8 business hours
- Normal: 24 business hours
- Low: 48 business hours
Support is available at support@alleyagents.com.
4. Exclusions
The following are excluded from uptime and SLA calculations:
- Issues caused by customer configuration, third-party integrations, or customer equipment
- Force majeure events (natural disasters, acts of war, etc.)
- Issues arising from violations of our Terms of Service
- Third-party API or service outages (e.g., Equinix, AWS, ConnectWise)
5. Service Credits
If we fail to meet the uptime commitment in a given month, eligible paid customers may request a service credit. Credits are applied at our discretion and do not exceed one month's fees. Credits are the sole remedy for SLA breaches.
6. Changes
We may update this SLA from time to time. Material changes will be communicated in advance. Continued use of the Service after changes constitutes acceptance.
7. Contact
For SLA-related questions, contact support@alleyagents.com.