Enterprise Service Level Agreement (SLA)
Last updated: May 19, 2026
1. Scope
This SLA applies to Enterprise customers with a signed agreement referencing this document. Self-serve subscriptions rely on the uptime target in the Terms of Service without credit obligations unless expressly added to an order form.
2. Uptime Commitment
MuniGrowth commits to 99.9% monthly uptime for the production web application, measured as:
(Total minutes in month − Downtime minutes) / Total minutes in month × 100
Downtime excludes scheduled maintenance announced at least 48 hours in advance.
3. Scheduled Maintenance
Maintenance windows are typically announced via email and the status page. Emergency security patches may occur without full notice.
4. Incident Response Targets
| Severity | Definition | Initial response |
|---|---|---|
| Critical | Platform unavailable | 2 hours |
| High | Major feature unavailable | 8 hours |
| Medium | Degraded non-core feature | 48 hours |
| Low | Cosmetic / minor | 5 business days |
5. Service Credits
If monthly uptime falls below the commitment, eligible Enterprise customers may request credits against the following month’s fees:
- 99.0% – 99.9%: 10% service credit
- 95.0% – 99.0%: 25% service credit
- Below 95.0%: 50% service credit
Credits are the sole remedy for SLA breaches unless mandatory law provides otherwise. Requests must be submitted within 30 days of the incident month with logs or status page references.
6. Exclusions
SLA credits do not apply to outages caused by: force majeure; customer network or misconfiguration; third-party AI or payment provider outages beyond our reasonable control; beta features; or suspension for policy violations.
7. Reporting Downtime
Email contact@munigrowth.com with subject “SLA Incident” and include tenant name, timestamps (UTC), and impact description.