This Service Level Agreement ("SLA") describes the availability and support targets for the EagleHQ Services. It forms part of our Terms of Service.
Availability
We target 99.9% monthly uptime for the hosted sites and dashboards, measured excluding scheduled maintenance and factors outside our reasonable control.
Scheduled maintenance
We perform maintenance during low-traffic windows where possible and aim to give advance notice of any maintenance expected to cause downtime.
Exclusions
The availability target does not apply to disruptions caused by: factors outside our reasonable control (including force majeure and third-party network or provider outages), your equipment or connectivity, suspension for policy or non-payment reasons, or beta/preview features.
Support
- All clients can submit support tickets from their dashboard.
- We aim to acknowledge tickets within one business day, with faster targets on higher plan tiers.
Remedies
If we materially miss the availability target in a given month, contact us and we'll work with you in good faith on a reasonable service credit. Service credits are the exclusive remedy for availability shortfalls.
Contact
Email hello@eaglehq.us.
Questions? Get in touch.