Our commitment to service quality and reliability.
This Service Level Agreement (SLA) defines the service standards Sensey commits to providing for our managed services and hosting solutions. This SLA applies to all clients with active service agreements.
We guarantee 99.9% uptime for our hosted services, measured monthly. This excludes: scheduled maintenance (announced 48 hours in advance), force majeure events, issues caused by client actions or third-party services.
We commit to the following response times based on issue severity: Critical (service down): 15 minutes, High (major functionality impaired): 1 hour, Medium (minor functionality affected): 4 hours, Low (general inquiries): 8 business hours.
While resolution times vary based on complexity, we target: Critical issues: 4 hours to resolution or workaround, High priority: 8 hours, Medium priority: 24 hours, Low priority: 72 hours.
Support is available through: Email: [email protected] (monitored 24/7 for critical issues), Phone: +31 (0) 15 xxx xxxx (business hours), Portal: clients.sensey.io (24/7 ticket submission). Business hours are Monday-Friday, 9:00-17:00 CET.
If we fail to meet our uptime guarantee, you are entitled to service credits: 99.0-99.9% uptime: 10% credit, 98.0-99.0% uptime: 25% credit, Below 98.0% uptime: 50% credit. Credits are applied to the next billing cycle.
This SLA does not apply to: development or staging environments, services in beta or trial periods, issues caused by client infrastructure or code, third-party service outages, DDoS attacks or security incidents.
We provide: monthly uptime reports via the client portal, incident reports within 48 hours of resolution, quarterly service reviews for enterprise clients, and annual SLA performance summaries.
