Service Level Agreement
Effective: [DATE]
This Service Level Agreement ("SLA") defines the service availability commitments, incident response standards, and remedies for the IRIS AI-Native Plant Operating System. This SLA applies to all customers with active, paid subscription plans (Professional and Enterprise tiers) and forms part of the Agreement between you and DBR77 Sp. z o.o.
1. Service Availability
DBR77 commits to maintaining 99.9% monthly uptime for the IRIS production Services ("Uptime Commitment"). Uptime is calculated as follows:
Uptime % = ((Total Minutes in Month − Downtime Minutes) / Total Minutes in Month) × 100
"Downtime" means any period during which the IRIS core platform services (authentication, data ingestion, dashboard, API) are materially unavailable to all users, as measured by our external monitoring systems. A period of Downtime begins when DBR77 confirms the outage (or when our monitoring detects it, whichever is earlier) and ends when the service is restored.
The 99.9% Uptime Commitment allows for a maximum of approximately 43 minutes of unplanned Downtime per month.
2. Scheduled Maintenance
Scheduled maintenance is necessary to keep the Services secure, up to date, and performing optimally. The following terms apply:
- Standard maintenance window: Sundays, 02:00–06:00 UTC. Most maintenance is performed during this window with zero or minimal downtime.
- Advance notice: we provide at least 72 hours' notice for scheduled maintenance that may cause service interruption, via email and in-app notification.
- Emergency maintenance: critical security patches or urgent fixes may require maintenance outside the standard window. We will provide as much advance notice as reasonably possible (minimum 4 hours for non-critical emergencies).
- Exclusion: scheduled maintenance periods with proper advance notice are excluded from Downtime calculations.
3. Incident Classification
Incidents are classified by severity to ensure appropriate prioritization and response:
| Severity | Definition | Examples |
|---|---|---|
| P1 — Critical | Complete service outage or critical functionality unavailable. Production operations severely impacted with no workaround. | Platform entirely down; data ingestion pipeline halted; authentication system failure. |
| P2 — High | Major feature significantly degraded or unavailable. Business operations impacted but a workaround exists. | Dashboard loading failures; API response times >10× normal; report generation broken. |
| P3 — Medium | Minor feature impaired or intermittent issue. Limited business impact with an available workaround. | Intermittent UI errors; non-critical notification delays; minor display issues. |
| P4 — Low | General inquiry, documentation request, or enhancement suggestion. No immediate business impact. | Feature requests; how-to questions; cosmetic issues; documentation updates. |
4. Response and Resolution Times
Response and resolution targets vary by severity level and subscription tier:
Professional Tier
| Severity | Initial Response | Status Updates | Target Resolution |
|---|---|---|---|
| P1 | 2 hours | Every 2 hours | 8 hours |
| P2 | 8 hours | Every 8 hours | 24 hours |
| P3 | 24 hours | Every 24 hours | 5 business days |
| P4 | 48 hours | As needed | Best effort |
Enterprise Tier
| Severity | Initial Response | Status Updates | Target Resolution |
|---|---|---|---|
| P1 | 30 minutes | Every 1 hour | 4 hours |
| P2 | 4 hours | Every 4 hours | 12 hours |
| P3 | 8 hours | Every 12 hours | 3 business days |
| P4 | 24 hours | As needed | Best effort |
Response times are measured during business hours (Monday–Friday, 08:00–18:00 CET) for P3 and P4 incidents. P1 and P2 incidents are covered 24/7 for Enterprise tier customers.
5. Escalation
If you are not satisfied with the progress on an incident, you may escalate through the following channels:
- Level 1 — Support Engineer: initial point of contact for all incidents. Available via the support portal and support@dbr77.com.
- Level 2 — Engineering Lead: escalation for P1/P2 incidents not resolved within target times, or when technical complexity requires senior involvement.
- Level 3 — VP of Engineering: escalation for persistent P1 incidents or systemic issues affecting multiple customers.
- Executive escalation: Enterprise customers may contact their designated Customer Success Manager or Account Executive for executive-level escalation.
6. Service Credits
If we fail to meet the Uptime Commitment in any calendar month, you may be eligible for service credits as follows:
| Monthly Uptime | Service Credit (% of monthly fee) |
|---|---|
| 99.0% – 99.9% | 10% |
| 95.0% – 99.0% | 25% |
| Below 95.0% | 50% |
How to claim: to receive service credits, you must submit a written request to support@dbr77.com within thirty (30) days after the end of the month in which the Downtime occurred. The request must include the dates and times of the Downtime and a description of the impact.
- Service credits are applied to future invoices and are not redeemable for cash.
- The maximum aggregate service credit for any single calendar month shall not exceed 50% of the monthly fee for the affected Services.
- Service credits are your sole and exclusive remedy for any failure to meet the Uptime Commitment.
7. Exclusions
The Uptime Commitment and service credits do not apply to unavailability caused by:
- Scheduled maintenance performed in accordance with Section 2.
- Force majeure events, including natural disasters, war, terrorism, pandemics, government actions, or widespread internet or utility failures.
- Actions or inactions of the Customer or its Authorized Users, including misconfiguration, unauthorized modifications, or excessive load beyond agreed capacity.
- Failures of third-party services, networks, or equipment not under DBR77's control.
- Free, trial, beta, or preview features and services.
- Customer-initiated downtime (e.g., requested data migrations, environment resets).
- DNS issues outside DBR77's managed infrastructure.
8. Monitoring
We use the following monitoring practices to ensure service reliability:
- External synthetic monitoring: automated health checks from multiple geographic locations every 60 seconds.
- Internal application monitoring: real-time metrics on latency, error rates, throughput, and resource utilization.
- Status page: real-time service status is published at [TO BE FILLED — status page URL]. Customers can subscribe to email or webhook notifications for status updates.
- Alerting: automated alerts trigger on-call response for any degradation detected by monitoring systems.
9. Reporting
We provide the following reporting to help you track service performance:
- Monthly uptime reports: available to all paid customers through the IRIS admin dashboard, showing monthly uptime percentage, incident history, and resolution details.
- Incident post-mortems: for P1 and P2 incidents, we publish a root cause analysis (RCA) within five (5) business days of resolution, detailing the timeline, root cause, impact, and preventive measures.
- Quarterly business reviews: Enterprise customers receive quarterly service reviews with their Customer Success Manager, covering SLA performance, support metrics, and roadmap updates.
10. Contact
For support requests, incident reports, or SLA-related inquiries:
Support
Email: support@dbr77.com
DBR77 Sp. z o.o.
ul. Legnicka 55, 54-203 Wrocław, Poland