1. Introduction
This Service Level Agreement (“SLA”) sets forth the operational availability framework, scheduled maintenance guidelines, synthetic probe accuracy standards, and support protocols established by Stillpoint (“Platform”, “we”, “us”, or “our”), operated by •[LEGAL_ENTITY_NAME].
This document clarifies the operational expectations between the Platform and its subscribers.
2. Scope of Services
This SLA covers the core cloud observability capabilities provided by the Platform:
- Synthetic Health Probing: Execution of scheduled HTTP/HTTPS synthetic availability checks against customer-configured endpoints.
- Alert Escalation Engine: Automated triggering and delivery of incident notifications to configured email and webhook destinations.
- Dashboard & API Access: Real-time access to the web dashboard and REST API for telemetry inspection and monitor management.
- Public Status Pages: Uptime status page hosting for customer communications.
3. Service Availability Framework
While we architect our distributed worker nodes and database clusters for high resilience, guaranteed availability targets and financially backed service credit commitments are reserved exclusively for custom enterprise accounts operating under an executed formal Enterprise Agreement specifying an agreed •[SLA_UPTIME_TARGET].
4. Monitoring Infrastructure Architecture
Our synthetic monitoring infrastructure is distributed across independent cloud regions to ensure geographic redundancy:
- Isolated Synthetic Probe Nodes: Automated worker nodes execute synthetic checks in parallel from isolated regional subnets.
- Zero Socket Sharing: Probes create fresh, isolated TCP connections for each synthetic health check to measure true network latency and eliminate connection pooling bias.
- SSRF Filtering: Pre-flight IP resolution guards our probe network against malicious internal loopback routing and cloud metadata access.
5. Planned Maintenance Windows
To apply operating system security patches, upgrade database clusters, and deploy platform enhancements, we periodically conduct planned maintenance.
- Advance Notice: We provide at least forty-eight (48) hours advance notice for scheduled maintenance expected to cause user-visible service disruption, communicated via dashboard banners or registered administrator emails.
- Maintenance Windows: Routine maintenance is scheduled during off-peak weekend hours (typically between 01:00 UTC and 05:00 UTC) to minimize impact on active workspaces.
- Worker Continuity: In most cases, distributed background probe nodes continue executing synthetic checks during dashboard web interface maintenance windows.
6. Unplanned Downtime and Incident Severity
Unplanned downtime refers to unexpected service interruptions affecting platform core services. We classify operational incidents into three severity tiers:
| Severity Level | Definition & Impact | Target Engineering Response |
|---|---|---|
| Severity 1 (Critical) | Global failure of synthetic probe workers or failure of outage alert dispatch engine | Within 1 hour (24/7) |
| Severity 2 (Major) | Web dashboard inaccessible or significant latency degradation in processing metrics | Within 4 business hours |
| Severity 3 (Minor) | Isolated non-critical feature defects, documentation issues, or reporting anomalies | Within 1–2 business days |
7. Service Interruptions and Escalation
During confirmed Severity 1 incidents, our engineering team actively investigates root causes, isolates malfunctioning probe regions, and updates active status notices. Customer administrators may review active platform incident status on our operational communications channels.
8. External Network Dependencies
Synthetic health monitoring inherently depends on external internet infrastructure beyond our direct operational perimeter:
- Tier-1 Transit Providers: Global optical fiber routing and autonomous system (BGP) routing tables.
- Target Web Server Availability: Firewalls, Cloudflare/CDN rate limiting, and DDoS mitigation rules deployed by the target host.
- Third-Party Notification Relays: Upstream deliverability of external email gateways, Slack APIs, Discord webhooks, or SMS providers.
Delays or probe anomalies caused by external telecommunications disruptions or target-side IP blocking do not constitute a platform failure.
9. Synthetic Accuracy & Consecutive Failure Verification
When an automated probe detects an unexpected HTTP error code or connection timeout, it records the initial failure and requires two (2) consecutive failed checks before an outage incident is officially declared. This verification threshold prevents false alarms from transient packet drops while ensuring genuine outages are escalated promptly.
10. Support Responsibilities and Response Times
Support coverage is determined by your subscription plan:
- Free Plan: Community and self-service documentation support via our FAQ.
- Pro Plan: Standard email ticket support with target response times within two (2) business days (Monday – Friday).
- Business Plan: Priority ticketing queue with target initial response within one (1) business day.
11. SLA Exclusions
Service interruptions, probe failures, or alert delays are expressly excluded from any SLA calculations if resulting from:
- Planned maintenance windows announced in accordance with Section 5.
- Customer misconfiguration of target URLs, port specifications, or SSL validation options.
- Target website firewalls, bot protection systems, or WAF rules blocking our designated user-agent header.
- Force majeure events (natural disasters, warfare, civil unrest, or widespread national electrical grid failures).
- Customer breach of our Acceptable Use Policy.
12. Enterprise Service Credits Framework
For enterprise accounts with executed custom SLAs, service credits may be issued as a percentage credit against subsequent billing renewals in the event confirmed availability falls below contractually specified thresholds. Service credits represent the sole and exclusive financial remedy for availability failures under an executed Enterprise SLA.
13. Changes to SLA Specifications
We may update these operational SLA guidelines periodically to reflect infrastructure enhancements or new regional node deployments. Revisions will be posted with an updated “Last Updated” date.
14. Contact Information
For questions regarding our operational infrastructure or to discuss custom enterprise SLA terms:
| Department | Contact Channel |
|---|---|
| Enterprise Inquiries | •[LEGAL_EMAIL] |
| Technical Support Desk | Platform Contact Form |
Questions, Privacy Requests, or Legal Inquiries?
If you have inquiries regarding this document, wish to exercise statutory data protection rights, or require an enterprise Data Processing Agreement, reach out directly to our team.