Service Level Agreement
Last updated: March 6, 2026
1. Uptime Commitment
ProcureLabs commits to the following monthly uptime targets, measured as the percentage of total minutes in a calendar month during which the platform is available and functional, excluding Scheduled Maintenance windows.
| Plan | Monthly Uptime Sla | Max Downtime / Month |
|---|---|---|
| Professional | 99.5% | ~3h 39min |
| Business | 99.9% | ~43min |
| Enterprise | 99.95% | ~22min |
"Availability" means the platform responds to authenticated API requests with a non-5xx status code within 30 seconds, as measured by our external synthetic monitoring.
2. API Response Time Targets
| Endpoint Category | p50 Target | p95 Target | p99 Target |
|---|---|---|---|
| Dashboard / Read APIs | < 200ms | < 500ms | < 1,000ms |
| Write / Mutation APIs | < 300ms | < 800ms | < 1,500ms |
| AI / Copilot APIs | < 2,000ms | < 5,000ms | < 10,000ms |
| Report Generation | < 5,000ms | < 15,000ms | < 30,000ms |
Response times measured at the application layer, excluding network transit time between client and our edge.
3. Support Response Times
| Severity | Definition | Professional | Business | Enterprise |
|---|---|---|---|---|
| P1 — Critical | Platform unavailable or data loss | 4 hours | 1 hour | 30 minutes |
| P2 — High | Major feature degraded, no workaround | 8 hours | 4 hours | 2 hours |
| P3 — Medium | Feature degraded with workaround available | 24 hours | 12 hours | 8 hours |
| P4 — Low | Minor issue, cosmetic, or enhancement request | 48 hours | 24 hours | 12 hours |
Response times are measured during business hours (Mon–Fri, 8AM–8PM AEST) for Professional plans, and 24/7 for Business and Enterprise plans.
4. Service Credits
If ProcureLabs fails to meet the monthly uptime commitment, the following service credits apply as a percentage of the monthly subscription fee:
| Monthly Uptime | Service Credit |
|---|---|
| < SLA target but ≥ 99.0% | 10% of monthly fee |
| < 99.0% but ≥ 95.0% | 25% of monthly fee |
| < 95.0% | 50% of monthly fee |
- Service credits are applied to the next invoice and do not accumulate beyond 50% of a single month's fees.
- Credits must be requested within 30 days of the month in which the SLA breach occurred.
- Service credits are the sole and exclusive remedy for SLA breaches.
5. Exclusions
The following are excluded from uptime calculations:
- Scheduled Maintenance: Up to 4 hours per month, announced at least 48 hours in advance via the status page and email notification.
- Force Majeure: Natural disasters, acts of war, government actions, pandemic, or other events beyond ProcureLabs' reasonable control.
- Third-Party Failures: Outages of underlying infrastructure providers (AWS, Supabase) not caused by ProcureLabs.
- Customer-Caused Issues: Misuse, exceeding rate limits, unauthorized modifications, or failures in customer-controlled components.
- Beta/Preview Features: Features explicitly marked as beta or preview.
6. Monitoring and Reporting
- Status Page: Real-time availability and incident history at /status.
- SLO Dashboard: Error budget burn rates and SLI tracking available to Enterprise customers in the admin panel.
- Monthly Reports: Enterprise customers receive monthly uptime and performance reports by the 5th business day of each month.
- Incident Postmortems: Public postmortems for P1/P2 incidents are published within 5 business days of resolution.
7. Data Durability
Customer data is stored with the following durability guarantees:
- Database: Point-in-time recovery (PITR) with 7-day retention
- Backups: Daily automated backups with 30-day retention
- Recovery Point Objective (RPO): < 5 minutes
- Recovery Time Objective (RTO): < 1 hour for P1 incidents
Enterprise Sla Customization
Enterprise customers can negotiate custom SLA terms including higher uptime targets, dedicated support engineers, and custom credit schedules. Contact support@procure-labs.com for details.