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Service Level Agreement (SLA)

Effective Date: 2/14/25

At Sturdy Statistics, we are committed to providing a reliable and secure service. This SLA outlines our general commitments regarding uptime, support, and maintenance.

1. Applicability

This SLA applies to customers using our self-serve API plans. Enterprise customers with a signed license agreement are covered by a separate contractual SLA.

2. Service Availability

For Self-Serve plans: Service is provided on a best-effort basis with no guaranteed uptime or response times. We will make reasonable efforts to ensure service reliability but do not provide formal uptime commitments.

For Enterprise plans: We commit to 99.9% uptime, excluding scheduled maintenance and circumstances beyond our control.

3. Support & Response Times

For Self-serve customers: Support is available via email at support@sturdystatistics.com. We strive to respond to all inquiries within one business day, but response times are not guaranteed.

For Enterprise customers: Support response times and escalation procedures are outlined in the enterprise SLA. Our response times are:

  • Urgent: 3 hours (24×365)
  • Normal priority: 24 hours (24×365)
  • Low priority: One business day

4. Maintenance & Downtime

  • Scheduled Maintenance is performed outside peak hours whenever possible. We provide at least 72 hours’ notice for planned maintenance.

  • Emergency Maintenance: In cases of critical security threats (e.g., zero-day vulnerabilities, DDoS attacks), maintenance may occur without prior notice.

  • We maintain a public status page with real-time system performance, maintenance updates, and incident reports.

5. Limitations

This SLA does not cover issues caused by:

  • Customer misconfiguration, improper API use, or security breaches due to customer negligence.
  • Force majeure events (e.g., natural disasters, internet-wide outages).
  • Third-party service failures beyond our control (e.g., AWS, Cloudflare disruptions).

6. Changes to This SLA

We may update this SLA periodically. The latest version will always be available on our website.

For questions, contact support@sturdystatistics.com.