Service Level Agreement
Service Level Agreement.
Audact's commercial SLA for paying customers covers platform availability, incident response, and compliance reporting cadence.
1. Availability
99.9% monthly uptime target for the production control plane, measured per calendar month, excluding scheduled maintenance windows announced at least 72 hours in advance.
2. Incident response
- Critical (P1) — production-impacting outage or compliance-evidence failure: 1-hour response, continuous status updates
- High (P2) — degraded service: 4-hour response, daily updates
- Medium / Low — next business day, weekly updates
3. Compliance reporting
Monthly compliance report delivered to the customer’s designated DPO contact within 5 business days of month-end. Covers Article 50 attestation coverage, disclosure success rate, sub-processor change log, incident summary, evidence-chain integrity check.
4. Service credits
Where the 99.9% target is missed, service credits are applied against the next invoice on a tiered basis (10%, 25%, 50%) depending on the severity of the breach. Service credits are the exclusive financial remedy for availability shortfalls.