Applicability: This SLA applies to paid Presence IQ subscription plans. Free tier users receive best-effort support without guaranteed service levels.
1. Service Commitment
Presence IQ commits to providing reliable, high-quality website audit services with the following service levels:
2. Uptime Guarantee
2.1 Availability Commitment
Professional Plan
Monthly subscription
99.5%
uptime guarantee
Agency Plan
Annual subscription
99.9%
uptime guarantee
2.2 Uptime Calculation
Uptime is calculated monthly as:
"Downtime" means periods when the Service is completely unavailable for audit requests. Scheduled maintenance and force majeure events are excluded.
2.3 Scheduled Maintenance
- Scheduled with at least 48 hours advance notice
- Performed during off-peak hours (typically 2-5 AM EST)
- Limited to maximum 4 hours per month
- Does not count against uptime guarantee
3. Support Response Times
3.1 Support Tiers
| Severity | Description | Response Time | Resolution Target |
|---|---|---|---|
| Critical | Service completely unavailable | 1 hour | 4 hours |
| High | Major feature impaired | 4 hours | 24 hours |
| Medium | Minor feature issue | 12 hours | 3 business days |
| Low | General inquiry or enhancement | 24 hours | Best effort |
3.2 Support Channels
- Email: info@crownlightholdings.com (all plans)
- Live Chat: Professional and Agency plans
- Priority Phone: Agency plans only
- Dedicated Slack: Enterprise plans
4. Performance Standards
4.1 Audit Processing
- Standard audits: Completed within 5 minutes (95% of requests)
- Deep audits (10+ pages): Completed within 30 minutes
- Report generation: Available within 60 seconds of completion
4.2 API Performance
- API response time: < 500ms (95th percentile)
- Rate limits: 100 requests/minute (Professional), 500 requests/minute (Agency)
5. Service Credits
If we fail to meet our uptime guarantee, you're eligible for service credits:
| Uptime % | Service Credit |
|---|---|
| 99.0% - 99.4% | 10% of monthly fee |
| 95.0% - 98.9% | 25% of monthly fee |
| < 95.0% | 50% of monthly fee |
5.1 Claiming Credits
- Submit claim within 30 days of the service incident
- Email info@crownlightholdings.com with subject "SLA Credit Request"
- Credits applied to next billing cycle
- Credits are non-transferable and non-refundable
6. Exclusions
The following are excluded from SLA calculations:
- Force majeure events (natural disasters, war, terrorism)
- Internet or infrastructure failures outside our control
- User-caused issues (misconfiguration, unauthorized access)
- Third-party service failures (payment processors, email providers)
- Scheduled maintenance (with proper notice)
- Beta or experimental features
7. Data Backup and Recovery
- Backup Frequency: Continuous with daily snapshots
- Retention: 30 days of backup history
- Recovery Time Objective (RTO): 4 hours
- Recovery Point Objective (RPO): 1 hour
8. Security Commitments
- Annual third-party security audits
- SOC 2 Type II compliance (Agency plans)
- GDPR and CCPA compliance
- 24/7 security monitoring
- Breach notification within 48 hours
9. SLA Review and Updates
This SLA is reviewed quarterly. Updates will be communicated with 30 days' notice. Continued use of the Service constitutes acceptance of updated terms.
10. Contact
For SLA-related inquiries or to report a service issue:
Email: info@crownlightholdings.com
Priority Support: info@crownlightholdings.com (Agency plans)