Skip to content
Courtix
Trust

Service Level Agreement

Uptime, response and resolution commitments for Courtix-operated services.

Version 1.0 · Last updated 2026-04-14

This Service Level Agreement ("SLA") describes the availability and support commitments that Courtix Hosting LLC offers for managed services. Specific terms may be customised in individual engagement contracts, where a contract conflicts with this document, the contract controls.

Availability

TierMonthly uptimeCredit
Production≥ 99.9%10% for each 0.1% below target, up to 30%
StagingBest effortN/A

"Uptime" is measured over calendar-month windows and excludes scheduled maintenance announced at least 48 hours in advance.

Support response times

SeverityDescriptionResponseUpdate cadence
Sev-1Full production outage or critical data integrity issue≤ 30 minutesHourly
Sev-2Major feature unavailable or severe degradation≤ 2 hoursEvery 4 hours
Sev-3Minor feature broken with workaround≤ 1 business dayDaily
Sev-4Cosmetic / enhancement request≤ 3 business daysWeekly

Response times are measured during our standard business hours (Monday – Friday, 09:00 – 18:00 EST), unless 24×7 coverage is agreed in the engagement contract.

Incident communication

  • We notify affected customers of any confirmed Sev-1 or Sev-2 incident within 30 minutes of detection.
  • Status updates are provided through the channel agreed in the engagement (email, Slack, a shared status page).
  • A post-incident review is delivered within 5 business days of resolution for every Sev-1 and Sev-2 incident.

Maintenance windows

  • Planned maintenance is scheduled outside peak hours where possible.
  • Customers receive at least 48 hours notice of planned maintenance that may affect availability.
  • Emergency maintenance to address a security issue or active incident may occur without prior notice; we will notify affected customers as soon as practical.

Exclusions

The SLA does not apply to downtime caused by:

  • Factors outside our reasonable control (natural disaster, third-party network failure, upstream provider outage).
  • Customer actions (misconfiguration, throttling by customer, DDoS originating from customer systems).
  • Scheduled and notified maintenance.
  • Beta or pre-release features explicitly labeled as such.

Credit process

  • Credits must be requested within 30 days of the incident.
  • Credits are applied to the next invoice and do not exceed the fees paid for the affected service in the month of the incident.
  • Credits are the sole remedy for SLA breaches under this document.

Contact