1. Overview

This Service Level Agreement (SLA) defines the level of service SwarmRacks aims to provide, including uptime expectations, response times, and support availability.

2. Uptime Commitment

SwarmRacks strives to maintain a reliable and accessible service with the following goals:

• 99.5% Uptime Goal: We aim for a 99.5% uptime per month.
• Planned Maintenance: Maintenance requiring downtime will be scheduled in advance.
• Downtime Exceptions: Issues caused by user misconfiguration, force majeure, or third-party failures are not covered.

3. Support & Response Times

SwarmRacks provides customer support within the following timeframes:

• Urgent Issues (e.g., complete outage): Response within 6-12 hours during business hours.
• High Priority Issues (e.g., degraded service): Response within 12-24 hours.
• General Support (e.g., billing, inquiries): Response within 1-2 business days.

Business Hours: Monday - Friday, 9 AM - 6 PM EST (weekends/emergencies may experience delays).

4. Service Credits (If Applicable)

If we fail to meet our 99.5% uptime goal, affected customers may request a service credit:

• 98.0% - 99.5% Uptime: 5% monthly credit.
• 95.0% - 97.9% Uptime: 10% monthly credit.
• Below 95% Uptime: 20% monthly credit.

Credits apply to future invoices and require a claim within 7 days of the outage.

5. Service Exclusions

The following are NOT covered under this SLA:

• Issues caused by customer misconfiguration or third-party software.
• Scheduled maintenance or upgrades.
• Downtime caused by force majeure (natural disasters, cyberattacks, etc.).
• Issues outside SwarmRacks' direct control (e.g., ISP or domain registrar failures).

6. Contact & Support

For support inquiries, you can reach us via:

• Email: support@hivesys.co (best for non-urgent issues)
• Phone: (860) 782-7838 (available during business hours)

7. Agreement Terms

This SLA represents our best effort to provide reliable services. It does not constitute a legally binding guarantee but reflects our commitment to high service standards.