Service Level Agreement

Our Commitment to You

Guaranteed uptime, response times, and quality standards

Service Level Commitments

We stand behind our work with clear, measurable service level agreements. Your success is our success, and we're committed to delivering exceptional service at every stage.

99.9%
Uptime Guarantee

Production systems monitored 24/7 with automatic failover

< 1hr
Critical Response

Emergency issues addressed within one hour

< 4hrs
High Priority

High-priority issues responded to within 4 hours

24/7
Monitoring

Continuous system monitoring and alerting

Support Response Times

Clear response time commitments based on issue severity

Critical

Response: < 1 hour
Resolution: < 4 hours
  • Production system down
  • Data loss or corruption
  • Security breach
  • Complete service outage
24/7 Emergency Support

High Priority

Response: < 4 hours
Resolution: < 24 hours
  • Major feature not working
  • Performance degradation
  • Significant user impact
  • Workflow blocked
Business Hours Priority

Medium Priority

Response: < 8 hours
Resolution: < 3 days
  • Minor feature issues
  • Workaround available
  • Limited user impact
  • Non-critical bugs
Business Hours

Low Priority

Response: < 24 hours
Resolution: Next Sprint
  • Feature requests
  • Cosmetic issues
  • Documentation updates
  • Enhancement requests
Scheduled Updates

Performance Guarantees

Application Performance

Page Load Time: < 2 seconds
API Response: < 200ms (avg)
Database Queries: < 100ms (avg)

Infrastructure Uptime

Monthly Uptime: 99.9%
Planned Downtime: < 4 hours/month
Maintenance Window: Off-peak hours

Security & Backups

Backup Frequency: Daily (minimum)
Backup Retention: 30 days
Recovery Time: < 4 hours

Code Quality

Test Coverage: > 80%
Code Review: 100% reviewed
Documentation: Complete

Escalation Process

1

Initial Contact

Submit issue via email, phone, or support portal

support@ironcrestsoftware.com
815-277-1127
2

Technical Team

Issue assigned to technical team based on severity

Response within SLA timeframe
3

Management Escalation

If unresolved, escalated to principal engineer

escalation@ironcrestsoftware.com
4

Executive Review

Critical issues reviewed by company leadership

Direct communication established

Scheduled Maintenance

We perform regular maintenance to ensure optimal performance and security. All scheduled maintenance is communicated in advance.

Maintenance Policy

  • Advance Notice: Minimum 72 hours for planned maintenance
  • Preferred Window: Weekends, 2:00 AM - 6:00 AM local time
  • Duration: Maximum 4 hours per maintenance window
  • Emergency Patches: Applied immediately for critical security issues
  • Rollback Plan: Every deployment includes rollback procedure

Communication Channels

Stay informed about system status, maintenance, and incidents through multiple channels.

Email Notifications

Automated alerts for incidents and maintenance

Status Dashboard

Real-time system status and performance metrics

SMS Alerts

Critical incident notifications via text message

Direct Support

Dedicated support contact for enterprise clients

Questions About Our SLA?

Let's discuss how our service commitments align with your requirements.

Contact Us