This Service Level Agreement (SLA) outlines our commitments to service availability, response times, and compensation for service disruptions.
1. Overview
Spencer's Website is committed to providing reliable, high-quality service to our users. This SLA defines our service commitments and the compensation available if we fail to meet them.
2. Uptime Guarantee
2.1 Uptime Targets
- Paid users: 99.5% monthly uptime guarantee
- Community users: Best-effort availability (no guarantee)
2.2 How Uptime is Measured
Uptime is calculated as the percentage of time our services are available and operational. Downtime does not include scheduled maintenance periods communicated in advance.
2.3 What Counts as Downtime
Downtime includes:
- Complete unavailability of the website
- Inability to log in to your account
- Inability to access paid features
- Critical functionality failures
Downtime does not include:
- Scheduled maintenance (communicated 24 hours in advance)
- Third-party service outages (e.g., Stripe, Groq)
- User-side connectivity issues
- Non-critical feature degradations
3. Response Time Commitments
3.1 Support Response Times
- Critical issues (service down): Within 4 hours
- High priority (major feature broken): Within 24 hours
- Normal priority (general inquiries): Within 3 business days
- Low priority (suggestions, feedback): Within 7 business days
3.2 Bug Fix Commitments
- Critical bugs (security, data loss): Within 24 hours
- High priority bugs (major functionality broken): Within 7 days
- Normal bugs (minor issues): Within 30 days
- Low priority bugs (cosmetic issues): As resources allow
4. Maintenance Windows
4.1 Scheduled Maintenance
We may perform scheduled maintenance during the following windows:
- Frequency: As needed (typically monthly)
- Notice: At least 24 hours advance notice via site announcement
- Duration: Typically 1-2 hours
- Timing: Low-traffic hours (typically 2:00 AM - 4:00 AM UTC)
4.2 Emergency Maintenance
Emergency maintenance may be performed without advance notice in cases of:
- Security vulnerabilities requiring immediate patching
- Critical infrastructure failures
- Data integrity issues
We will restore service as quickly as possible and provide post-incident communication.
5. Service Credits
5.1 Eligibility
Service credits are available to paid users when:
- Monthly uptime falls below 99.5%
- Critical issues remain unresolved beyond committed timeframes
5.2 Credit Calculation
Service credits are calculated as follows:
- 99.0% - 99.4% uptime: 10% credit for the affected month
- 98.0% - 98.9% uptime: 25% credit for the affected month
- Below 98.0% uptime: 50% credit for the affected month
5.3 Credit Application
- Credits are applied as account credit for future subscription periods
- Credits do not expire
- Credits are non-refundable as cash
- Maximum credit per month is one full month of service
5.4 Requesting Credits
To request service credits:
- Contact us at support@thespencerwebsite.com
- Subject line: "SLA Credit Request"
- Include your username, the date of the outage, and its duration
- We will review and respond within 7 business days
6. Exclusions
Service credits are not provided for outages caused by:
- Third-party service failures (Stripe, Groq, Google, etc.)
- User internet connectivity issues
- Force majeure events (natural disasters, wars, etc.)
- Scheduled maintenance periods
- Abuse or violation of our Terms of Service
- Account suspensions or terminations
7. Contact
For SLA-related inquiries or to request service credits, contact us:
Email: support@thespencerwebsite.com
Subject line: "SLA Inquiry"