1. Uptime Commitment

Powder Coating Logix commits to a monthly uptime of 99.0% for the core application (dashboard, jobs, quotes, invoices, customers, inventory, and equipment modules) during each calendar month.

"Downtime" means the Service is completely unavailable to all users. Degraded performance or partial unavailability of non-core features does not constitute downtime for SLA purposes.

2. Measurement & Reporting

Uptime is calculated per calendar month using our infrastructure monitoring tools hosted on Microsoft Azure. Uptime percentage is calculated as:

Scheduled maintenance windows (Section 3) are excluded from downtime calculations. We publish incident updates and post-mortems at support@powdercoatinglogix.com upon request. We do not currently maintain a public status page but intend to add one in a future release.

3. Scheduled Maintenance

We may perform scheduled maintenance that temporarily interrupts the Service. We will provide at least 48 hours advance notice via in-app notification and/or email for maintenance windows expected to exceed 30 minutes.

• Preferred window: Sundays 2:00 AM – 5:00 AM Eastern Time
• Emergency maintenance: May occur without advance notice when required to address critical security vulnerabilities or prevent data loss. We will notify users as quickly as possible.

All scheduled maintenance time is excluded from the downtime calculation in Section 1.

4. Support Response Times

Support is available by email at support@powdercoatinglogix.com. Response times are measured in business hours (Monday–Friday, 9 AM–5 PM Eastern, excluding US federal holidays).

"First Response" means an acknowledgment that we received and are investigating your request. "Target Resolution" is a goal, not a guarantee — complex issues may take longer.

5. Incident Severity Levels

When reporting an issue, please provide as much detail as possible (steps to reproduce, screenshots, affected users). We classify severity based on business impact:

• Critical: Complete outage, data loss, or security breach affecting all users.
• High: A primary workflow (jobs, quotes, invoices) is broken for some or all users with no workaround.
• Medium: A feature is impaired but a workaround exists, or the impact is limited to non-core features.
• Low: Minor cosmetic issues, performance questions, or feature enhancement requests.

6. Service Credits

If we fail to meet the 99.0% monthly uptime commitment, you may request a service credit applied to your next billing cycle:

Service credits are your sole and exclusive remedy for downtime. Credits are not redeemable for cash and cannot exceed 50% of your monthly fee for the affected month. Credits are forfeited if your account has any outstanding unpaid balance.

7. Exclusions

The uptime commitment and service credits do not apply to downtime caused by:

• Scheduled maintenance windows (Section 3);
• Events beyond our reasonable control (force majeure — natural disasters, power outages, internet backbone failures);
• Third-party service failures (Stripe, SendGrid, Twilio, Azure infrastructure outages outside our control);
• Your actions or inactions, including misconfiguration, unauthorized access by your users, or exceeding plan limits;
• Beta features or features explicitly labeled as experimental;
• Free trial accounts.

8. Data Backup & Recovery

• Backup frequency: Daily automated backups of all customer data.
• Retention: Backups retained for a minimum of 7 days.
• Recovery point objective (RPO): Up to 24 hours of data loss in a worst-case disaster scenario.
• Recovery time objective (RTO): We target restoration within 4 business hours of a confirmed data loss event requiring backup restoration.

You are responsible for maintaining your own independent backups of critical business data. Use the Data Export feature (Settings › Data Export) to download your data at any time.

9. Claiming Service Credits

To claim a service credit, email support@powdercoatinglogix.com within 30 days of the end of the calendar month in which the downtime occurred. Include:

1. Your company name and account email;
2. The dates and times of the downtime you experienced;
3. A brief description of the impact on your business.

We will review your request and respond within 5 business days. Approved credits will be applied to your next invoice.

10. Changes to This SLA

We may update this SLA at any time with at least 30 days' written notice before any reduction in commitments takes effect. Improvements to the SLA may take effect immediately. Continued use of the Service after the effective date of a revised SLA constitutes your acceptance of the changes.