Service Level Agreement (SLA)

Effective date: 2026-05-01 Applies to: All active Edpire subscriptions

1. Definitions

Term	Definition
Uptime	The percentage of minutes in a calendar month during which the Edpire API and platform are available and responding to requests
Downtime	Any period during which the platform is unavailable or returning errors on ≥ 50% of requests, excluding scheduled maintenance
Incident	An unplanned event that causes Downtime or significant degradation of service
Business Hours	Monday–Friday, 09:00–18:00 GMT+1, excluding Tunisian public holidays
Critical Severity	Platform fully down, data loss, or submissions not being recorded
High Severity	A primary feature is broken or the API is returning consistent errors, but the platform is partially functional
Normal Severity	Degraded performance, minor feature issue, or question requiring guidance

2. Uptime Commitment

Edpire commits to 99.5% monthly uptime for the Edpire API and web platform. Monthly uptime is calculated as:

Uptime % = ((Total minutes in month − Downtime minutes) / Total minutes in month) × 100

Scheduled maintenance windows are excluded from Downtime calculations (see Section 6).

3. API Performance

Metric	Target
p95 response time	< 400 ms
p99 response time	< 1,000 ms

These are performance targets that the platform meets in normal operation, not metered contractual commitments. Uptime in Section 2 is the commitment. Performance is measured across all production API endpoints under normal load conditions. Endpoints processing large file uploads or AI evaluation tasks are excluded from these commitments; the full exclusion list is in Technical Limits.

4. Incident Response

Severity	Acknowledgement	Resolution target
Critical — platform down, data loss, submissions not recording	Within 4 hours	Best effort within 24 hours
High — primary feature broken, consistent API errors	Within 24 hours	Best effort within 72 hours
Normal — degraded performance, minor issue, guidance needed	Within 2 business days	No fixed target; handled in priority order

Acknowledgement windows for Critical incidents are counted from receipt, including outside Business Hours. Edpire does not operate a staffed 24/7 on-call rotation, and email is the only support channel (Section 5), so an incident reported at 03:00 is acknowledged within 4 hours of that time on a best-effort basis rather than by a dedicated night shift. “Resolution target” means Edpire will actively work toward resolving the issue within that window. Complex issues may require more time; Edpire will communicate progress updates for any incident open beyond its resolution target.

5. Support

Channel: Email — support@edpire.com
Scope: API integration issues, platform bugs, account questions, and usage guidance
Languages: French, English, Arabic
Response time: Per the severity table above

Edpire does not currently offer phone or live-chat support. Email is the authoritative support channel.

6. Planned Maintenance

Edpire will provide a minimum of 48 hours advance notice before any scheduled maintenance that may impact service availability.

Maintenance is scheduled outside Business Hours wherever possible
Notice is sent to the contact email on file for your account
Emergency patches (security vulnerabilities) may be deployed without prior notice; clients are notified immediately after

7. Exclusions

The following are not covered by this SLA:

Force majeure events (natural disasters, government actions, internet backbone failures)
Downtime caused by client-side code, misconfiguration, or abuse of the API
Third-party service outages outside Edpire’s control (DNS providers, payment processors)
Degradation caused by a client exceeding their rate limits or usage quotas
Issues on deprecated API versions that have passed their end-of-life date
Beta features explicitly marked as such in the documentation

8. Reporting an Incident

To report an incident:

Email: support@edpire.com
Subject line format: [INCIDENT] <brief description>
Include: Your org slug, the affected endpoint or feature, approximate time the issue started, and any error messages or status codes received

Edpire will acknowledge your report and open an incident thread by email.

9. SLA Revisions

Edpire may update this SLA with 30 days advance notice by email. Continued use of the service after the effective date constitutes acceptance of the updated terms.

Edpire — support@edpire.com

​1. Definitions

​2. Uptime Commitment

​3. API Performance

​4. Incident Response

​5. Support

​6. Planned Maintenance

​7. Exclusions

​8. Reporting an Incident

​9. SLA Revisions