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Service Level Agreement (SLA) — EN
| Tier | Monthly availability | Support hours | First response (P1/P2/P3) | P1 resolution target | Maintenance window | Credit |
|---|---|---|---|---|---|---|
| Launch | 99.5% | business days 09–18 (Europe/Madrid) | 4h / 8h / 2 bd | 24h | weekly, announced | 5% |
| Operate | 99.8% | 7 days 08–22 | 1h / 4h / 1 bd | 8h | monthly, announced | 10% |
| Dedicated | 99.9% | 24/7 | 30m / 2h / 8h | 4h | planned with Customer | 20% |
Measured via BFF /healthz and a synthetic brief→quote flow each minute; components on test doubles ("simulated") are out of SLA scope. Credits are a percentage of the monthly fee applied to the next invoice; sole remedy. Exclusions: Customer-caused outages, third-party failures (Stripe/iyzico/LLM providers — notified), force majeure, planned maintenance. P1 = production down / payments failing; P2 = core function broken with workaround; P3 = other. Escalation: support → delivery operator → chief architect → founder.
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