Service Level Agreement
Our commitment to platform availability, performance standards, and support response times.
1. Overview
This Service Level Agreement ("SLA") defines the service availability targets, performance standards, and support response times that Cortiqa commits to providing. It applies to all paid subscription plans.
This SLA is incorporated by reference into your subscription agreement with Cortiqa. Free tier users receive service on a best-effort basis and are not covered by the commitments in this SLA.
2. Definitions
| Term | Definition |
|---|---|
| Uptime | The percentage of time the Cortiqa platform is operational and accessible, calculated as: ((Total Minutes − Downtime Minutes) / Total Minutes) × 100. |
| Downtime | Any period during which the core Cortiqa services are unavailable or materially degraded, excluding scheduled maintenance and exclusions listed below. |
| Scheduled Maintenance | Planned maintenance windows communicated at least 48 hours in advance via email or status page. |
| Service Credit | A credit applied to your account as compensation when uptime falls below the committed target. |
| Monthly Uptime Percentage | The uptime percentage calculated for each calendar month based on the formula above. |
3. Uptime Commitment
Cortiqa commits to the following monthly uptime targets based on your subscription tier:
| Plan | Uptime Target | Max Downtime/Month | Support Response |
|---|---|---|---|
| Free | Best effort | N/A | Community only |
| Starter | 99.0% | ~7.3 hours | Email (48 hours) |
| Pro | 99.9% | ~43 minutes | Email (12 hours) |
| Business | 99.95% | ~22 minutes | Chat (4 hours) |
| Enterprise | 99.99% | ~4.3 minutes | Dedicated (1 hour) |
4. Service Credits
If monthly uptime falls below the target for your plan, you are eligible for service credits as a percentage of your monthly subscription fee.
| Monthly Uptime | Service Credit |
|---|---|
| 99.0% – 99.5% | 10% of monthly fee |
| 98.0% – 99.0% | 25% of monthly fee |
| 95.0% – 98.0% | 50% of monthly fee |
| Below 95.0% | 100% of monthly fee |
How to Claim
To request a service credit, submit a claim to support@cortiqa.com within 30 days of the incident. Include your account email, the date and duration of the outage, and a description of the impact. Credits are applied to your next billing cycle and are non-transferable.
5. Exclusions
The uptime commitment does not apply during the following circumstances:
- Scheduled maintenance windows communicated at least 48 hours in advance.
- Force majeure events, including natural disasters, war, terrorism, or government actions.
- Issues caused by your equipment, software, network connections, or third-party services.
- Denial-of-service attacks or other malicious activities beyond our reasonable control.
- Beta, preview, or experimental features that are explicitly excluded from this SLA.
- Account suspension or termination due to policy violations or non-payment.
- Issues arising from your failure to follow our documentation or recommendations.
6. Support Response Times
Support response times are based on issue severity and your subscription tier. Response time is measured from initial ticket submission to first substantive response from our support team.
| Severity | Description | Pro/Business | Enterprise |
|---|---|---|---|
| Critical | Service completely unavailable | 4 hours | 1 hour |
| High | Major functionality impaired | 8 hours | 2 hours |
| Medium | Partial functionality affected | 24 hours | 8 hours |
| Low | General questions or minor issues | 48 hours | 24 hours |
7. Scheduled Maintenance
We perform scheduled maintenance to ensure the continued reliability, security, and performance of our platform. Maintenance windows are:
- Communicated at least 48 hours in advance via email and our status page.
- Typically scheduled during low-usage periods (weekends, late night UTC).
- Designed to minimize impact—most maintenance is performed with zero downtime.
Emergency maintenance for critical security issues may be performed with shorter notice.
8. Status and Incident Communication
Real-time system status and historical uptime data are available on our public status page. During incidents, we provide regular updates until resolution.
Status Page
status.cortiqa.com
Incident Support
support@cortiqa.com
9. Changes to This SLA
Cortiqa may update this SLA from time to time. Material changes will be communicated at least 30 days in advance via email or through our platform. Changes that improve service levels or add benefits may take effect immediately.
This Service Level Agreement is effective as of the date you subscribe to a paid Cortiqa plan. By using Cortiqa's paid services, you acknowledge that you have read, understood, and agree to the terms of this SLA.
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