SLA Commitments
We guarantee high availability, fast support response times, and transparent service credits for any downtime. Your uptime is our priority.
Starter
Professional
Enterprise
1. Uptime Guarantee
Barrios A2I commits to maintaining the following uptime percentages for our services:
| Tier | Monthly Uptime | Downtime Allowance |
|---|---|---|
| Starter | 99.5% | ~3.6 hours/month |
| Professional | 99.9% | ~43 minutes/month |
| Enterprise | 99.95% | ~21 minutes/month |
Uptime is measured as the percentage of time our API endpoints are available and responsive within normal performance parameters (response time < 1000ms for 95th percentile).
2. Exclusions from SLA
The following events are excluded from uptime calculations:
- Scheduled maintenance (notified 72 hours in advance)
- Emergency security patches (notified as soon as possible)
- Downtime caused by factors outside our control (ISP outages, DDoS attacks, force majeure)
- Issues caused by customer misconfigurations or violations of acceptable use policy
- Beta or preview features explicitly marked as non-production
- Third-party service failures (unless integrated as part of our managed services)
3. Support Response Times
Support response times vary by plan tier and issue severity:
| Severity | Starter | Professional | Enterprise |
|---|---|---|---|
| Critical (P1) | 12 hours | 4 hours | 1 hour |
| High (P2) | 24 hours | 8 hours | 4 hours |
| Medium (P3) | 48 hours | 24 hours | 8 hours |
| Low (P4) | 5 business days | 3 business days | 2 business days |
Severity Definitions:
- P1 (Critical): Complete service outage affecting production
- P2 (High): Major feature unavailable, significant performance degradation
- P3 (Medium): Minor feature issues, workarounds available
- P4 (Low): General questions, feature requests, documentation
4. Service Credits
If we fail to meet our uptime commitments, you may be eligible for service credits:
| Actual Uptime | Starter | Professional | Enterprise |
|---|---|---|---|
| < 99.5% | 5% | 10% | 25% |
| < 99.0% | 10% | 25% | 50% |
| < 95.0% | 25% | 50% | 100% |
To Request Service Credits:
- Submit a support ticket within 30 days of the incident
- Include dates and times of downtime experienced
- Credits will be applied to your next monthly invoice
- Credits cannot be refunded as cash
- Maximum credit per month: 100% of monthly fees
5. Performance Targets
In addition to uptime, we commit to the following performance targets:
API Latency
95th percentile response time < 500ms
Query Processing
Fast path: < 100ms | Full path: < 3s
Event Delivery
99.99% delivery rate within 5 seconds
Data Sync
Cross-region replication < 1 minute
6. Monitoring & Status
Stay informed about our service status:
- Real-time status page: status.barriosa2i.com
- Subscribe to status updates via email, SMS, or Slack
- Historical uptime data publicly available
- Incident post-mortems published within 5 business days
- Monthly SLA compliance reports for Enterprise customers
7. Contact & Escalation
For SLA-related questions or escalations:
Support: support@barriosa2i.com
Emergency (P1): emergency@barriosa2i.com
SLA Questions: sla@barriosa2i.com
Phone (Enterprise only): Available in customer portal