Service Level
Agreement.
Effective Date: January 1, 2026
Service Level: ENTERPRISE / PREMIUM
Update Cycle: Monthly
1. Purpose and Scope
This Service Level Agreement (SLA) outlines the obligations of CARPENTER regarding the provision of support and maintenance services for projects developed by our company. The parties agree to achieve and maintain the service levels specified in this document.
2. Performance Metrics
| Parameter | PREMIUM | ENTERPRISE |
|---|---|---|
| System Availability | 99.5% | 99.9% |
| Response Time (Critical) | 2 hours | 30 minutes |
| Response Time (High) | 4 hours | 1 hour |
| Response Time (Medium) | 1 day | 4 hours |
| Recovery Time (Critical) | 4 hours | 1 hour |
3. Incident Classification
CRITICAL: System is unavailable, data loss, critical functionality is not working.
HIGH: Core functionality is impaired, performance is degraded, potential data loss.
MEDIUM: Minor functionality is not working, minimal impact on performance.
LOW: Cosmetic issues, usability improvements.
4. Maintenance and Updates
CARPENTER conducts scheduled maintenance on weekends (Saturday, Sunday) from 23:00 to 07:00 (Moscow Time). Emergency maintenance may be conducted at any time without prior notice.
5. Guarantees and Compensation
In the event of SLA non-compliance, CARPENTER will provide a discount on support services in the following period. The discount is calculated based on the hours of unavailability, not exceeding 10% of the monthly maintenance cost.
6. Exclusions
The SLA does not apply to failures caused by: actions of the client or third parties, force majeure circumstances, hosting/DNS failures, actions of the Internet service provider.
7. Validity Period
This SLA is valid during the subscription period and can be reviewed by mutual agreement of the parties.