Service Level Agreement
This Service Level Agreement ("SLA") describes the target availability, service credits, and support response times for the Untap Services. This SLA is incorporated into our Terms of Service and applies to all paid subscriptions unless a custom SLA is specified in an Order Form.
1. Service Availability
1.1 Availability target
We target an uptime of 99.5% per calendar month for the Untap platform (measured at the application layer of our primary hosted environment). Monthly uptime is calculated as:
(Total minutes in month - Downtime minutes) / Total minutes in month × 100
1.2 What counts as Downtime
"Downtime" means any period during which the Services are unavailable or materially unusable for Customer's Authorized Users due to a failure in the infrastructure or application layers for which we are responsible.
1.3 What does not count as Downtime
The following are excluded from the uptime calculation:
- Scheduled maintenance announced at least 48 hours in advance;
- Emergency maintenance required to address security vulnerabilities or protect data integrity;
- Issues caused by Customer, its Authorized Users, or third-party services not controlled by Untap (including the Customer's internet provider, DNS, or identity provider);
- Issues caused by force majeure events described in the Terms of Service;
- Beta, preview, or early-access features explicitly marked as such;
- Suspension due to breach of the Terms of Service, Fair Use Policy, or non-payment.
2. Service Credits
If monthly uptime falls below the target, Customer is entitled to service credits applied to future invoices, as follows:
| Monthly uptime | Service credit | How to claim |
|---|---|---|
| 99.5% or above | No credit (SLA met) | N/A |
| 99.0% to 99.4% | 10% of that month's subscription fee | Submit claim within 30 days of month end |
| 95.0% to 98.9% | 25% of that month's subscription fee | Submit claim within 30 days of month end |
| Below 95.0% | 50% of that month's subscription fee | Submit claim within 30 days of month end |
2.1 How to claim
To claim a service credit, email hello@untap.tech within 30 days of the end of the affected month with: (a) the month and dates of Downtime; (b) the impact on Customer's use of the Services; and (c) Customer's account or Order Form reference. We will review the claim and apply approved credits to the next invoice.
2.2 Maximum credits
Service credits are Customer's sole and exclusive remedy for any Downtime or failure to meet uptime targets. Credits applied in any calendar month will not exceed 50% of the subscription fee for that month. Credits cannot be converted to cash or refunds except as provided in the Terms of Service.
3. Support Response Times
We categorize support requests by severity and target the following response times during business hours (Monday through Friday, 9:00 AM to 6:00 PM Cairo time, excluding Egyptian and US federal holidays):
| Severity | Description | First response | Update cadence |
|---|---|---|---|
| P1 Critical | Services are unavailable or unusable for all of Customer's users; no workaround exists. | Within 4 business hours | Every 4 business hours until resolved |
| P2 High | A core feature is broken or significantly degraded for many users; workaround may exist. | Within 8 business hours | Daily until resolved |
| P3 Medium | A minor feature is affected or a non-blocking issue impacts some users. | Within 2 business days | As progress is made |
| P4 Low | Questions, cosmetic issues, feature requests, or documentation inquiries. | Within 3 business days | On resolution |
3.1 Support channels
Support is available through:
- In-app chat: available within the Untap platform;
- Email: hello@untap.tech;
- Documentation: untap.tech/resources.
Enterprise customers with a custom Order Form may have access to a dedicated customer success contact, phone support, or extended coverage hours as specified in their Order Form.
3.2 After-hours support
P1 Critical issues may be reported outside business hours via in-app chat or email. Best-effort response is provided for P1 Critical incidents outside business hours, with formal first-response commitments resuming at the start of the next business day. Enterprise customers may negotiate 24/7 P1 coverage in their Order Form.
4. Status and Communications
We maintain a public status page at status.untap.tech (where available) reporting:
- Current operational status of the Services;
- Ongoing incidents and resolution progress;
- Scheduled maintenance windows;
- Historical incident reports.
Customers can subscribe to status page updates via email or RSS. For ongoing incidents affecting a specific customer's programs, we may also provide direct updates by email to the designated account administrator.
5. Data Protection and Security
Our security commitments are governed by our ISO/IEC 27001:2022 certification and the technical and organizational measures described in our Data Processing Agreement (DPA). For enterprise customers, specific security commitments may be set out in the DPA or the Order Form. See our Trust Center at trust.untap.tech for current certifications and controls.
6. Changes to this SLA
We may update this SLA from time to time. For material changes (such as reductions in target uptime or credit structure), we will provide at least thirty (30) days' notice to Customer before the change takes effect. Custom SLAs in Order Forms can only be amended by written agreement between the parties.
7. Contact
For questions about this SLA or to claim a service credit: hello@untap.tech.
