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Service Level Agreement

Enterprise Content

This section contains enterprise SLA information. Contact sales@watchlight.ai for enterprise licensing and SLA terms.

Overview​

Watchlight AI offers enterprise Service Level Agreements (SLAs) for production deployments. This document outlines our standard SLA tiers and commitments.

SLA Tiers​

Standard Tier​

MetricCommitment
Uptime99.9% monthly
Response Time< 100ms p95
Support Response24 hours (business days)
Maintenance Windows4 hours/month, scheduled

Enterprise Tier​

MetricCommitment
Uptime99.99% monthly
Response Time< 50ms p95
Support Response4 hours (24/7)
Maintenance Windows1 hour/month, scheduled
Dedicated SupportNamed account manager

Mission Critical Tier​

MetricCommitment
Uptime99.999% monthly
Response Time< 20ms p95
Support Response1 hour (24/7)
Maintenance WindowsZero-downtime deployments
Dedicated Support24/7 dedicated team
Custom SLA TermsAvailable

Uptime Calculation​

Monthly Uptime Percentage = ((Total Minutes - Downtime Minutes) / Total Minutes) × 100

Excluded from Downtime​

  • Scheduled maintenance (with 72-hour notice)
  • Customer-caused issues
  • Force majeure events
  • Third-party service outages (cloud provider, DNS)

Downtime Measurement​

  • Monitored via health check endpoints
  • 3 consecutive failed checks = downtime start
  • First successful check = downtime end
  • Minimum downtime unit: 1 minute

Performance Commitments​

Authorization Latency​

PercentileStandardEnterpriseMission Critical
p50< 20ms< 10ms< 5ms
p95< 100ms< 50ms< 20ms
p99< 200ms< 100ms< 50ms

Throughput​

TierRequests/Second
Standard1,000
Enterprise10,000
Mission Critical100,000+

Support Response Times​

Severity Levels​

LevelDescriptionStandardEnterpriseMission Critical
P1System down4 hours1 hour15 minutes
P2Major degradation8 hours2 hours30 minutes
P3Minor impact24 hours8 hours2 hours
P4Question/request72 hours24 hours8 hours

Support Channels​

  • Standard: Email, documentation
  • Enterprise: Email, phone, Slack
  • Mission Critical: Dedicated Slack, phone, on-call

Service Credits​

Credit Schedule​

Monthly UptimeService Credit
99.9% - 99.0%10%
99.0% - 95.0%25%
< 95.0%50%

Credit Limitations​

  • Maximum credit: 50% of monthly fee
  • Credits applied to next billing cycle
  • Must be claimed within 30 days
  • Not applicable to free tiers

Maintenance​

Scheduled Maintenance​

  • Advance Notice: 72 hours minimum
  • Timing: Preferred during low-traffic periods
  • Communication: Email, status page, Slack

Emergency Maintenance​

  • Notice: As soon as reasonably possible
  • Scope: Security patches, critical fixes only
  • Duration: Minimized, typically < 30 minutes

Zero-Downtime Deployments​

Available for Mission Critical tier:

  • Rolling deployments
  • Blue-green deployments
  • Canary releases
  • Instant rollback capability

Data Protection​

Backup Schedule​

TierFrequencyRetention
StandardDaily7 days
EnterpriseHourly30 days
Mission CriticalContinuous90 days

Recovery Time Objectives​

TierRTORPO
Standard4 hours24 hours
Enterprise1 hour1 hour
Mission Critical15 minutesNear-zero

Compliance​

All tiers include:

  • SOC 2 Type II compliance
  • GDPR compliance
  • Data encryption at rest and in transit

Enterprise and Mission Critical add:

  • HIPAA compliance (with BAA)
  • PCI DSS compliance
  • Custom compliance requirements

See Compliance for details.

Reporting​

Uptime Reports​

  • Monthly uptime summary
  • Incident post-mortems
  • Performance trends

Custom Reporting​

Enterprise and Mission Critical tiers:

  • Weekly performance reports
  • Quarterly business reviews
  • Custom metrics and dashboards

Contact​

For SLA questions or to discuss enterprise licensing:

This document provides a summary of SLA terms. Actual SLA terms are defined in your enterprise agreement. In case of conflict, the enterprise agreement takes precedence.