> ## Documentation Index
> Fetch the complete documentation index at: https://docs.edpire.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Service Level Agreement (SLA)

> Edpire's uptime, performance, incident response, and support commitments.

**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](/enterprise/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](mailto: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](mailto: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](mailto:support@edpire.com)*