Service Level Agreement¶
This Service Level Agreement (SLA) describes Immersive Fusion's commitments regarding IAPM service availability, performance, and support response times.
Service Availability¶
Uptime Commitment¶
IAPM is designed for high availability. Our target uptime varies by subscription tier:
| Plan | Monthly Uptime Target | Maximum Monthly Downtime |
|---|---|---|
| Starter | 99.5% | 3 hours 39 minutes |
| Professional | 99.9% | 43 minutes 50 seconds |
| Enterprise | 99.95% | 21 minutes 55 seconds |
What Counts as Downtime¶
Downtime is measured when the IAPM platform is unavailable for normal use. This includes:
- Inability to ingest telemetry data
- Inability to access the IAPM Web interface
- Inability to connect via IAPM Desktop client
Exclusions¶
The following are not counted as downtime:
- Scheduled maintenance (announced 48 hours in advance)
- Issues caused by customer's network or systems
- Force majeure events
- Features in beta or preview status
Support Response Times¶
Response Time Targets¶
| Severity | Description | Initial Response |
|---|---|---|
| Critical | Service completely unavailable | 1 hour |
| High | Major feature impaired, no workaround | 4 hours |
| Medium | Feature impaired with workaround available | 8 business hours |
| Low | General questions, minor issues | 24 business hours |
Support Channels¶
| Channel | Availability | Best For |
|---|---|---|
| 24/7 | All inquiries | |
| In-app chat | Business hours | Quick questions |
| Phone | Enterprise plans | Critical issues |
Service Credits¶
If IAPM fails to meet the uptime commitment, eligible customers may request service credits:
| Monthly Uptime | Credit Percentage |
|---|---|
| < 99.9% but ≥ 99.0% | 10% |
| < 99.0% but ≥ 95.0% | 25% |
| < 95.0% | 50% |
Requesting Credits¶
To request a service credit:
- Submit a request within 30 days of the incident
- Include dates and times of the outage
- Provide any relevant error messages or screenshots
Credits are applied to future invoices and do not exceed one month's subscription fee.
Maintenance Windows¶
Scheduled Maintenance¶
- Notification: Minimum 48 hours advance notice
- Timing: Typically scheduled during low-usage periods
- Duration: Usually under 30 minutes
Emergency Maintenance¶
In rare cases, emergency maintenance may be required without advance notice to address critical security issues or prevent service degradation.
Monitoring and Transparency¶
Status Page¶
Check real-time service status at status.immersivefusion.com
Incident Communication¶
During service disruptions:
- Detection: Automated monitoring alerts our team
- Acknowledgment: Status page updated within 15 minutes
- Updates: Regular updates every 30 minutes during active incidents
- Resolution: Post-incident summary published within 48 hours
SLA Calculator¶
Use this reference to understand what different uptime percentages mean in practice:
| Uptime | Daily Downtime | Monthly Downtime | Yearly Downtime |
|---|---|---|---|
| 99% | 14 min 24 sec | 7 hours 18 min | 3.65 days |
| 99.5% | 7 min 12 sec | 3 hours 39 min | 1.83 days |
| 99.9% | 1 min 26 sec | 43 min 50 sec | 8.77 hours |
| 99.95% | 43 sec | 21 min 55 sec | 4.38 hours |
| 99.99% | 8.6 sec | 4 min 23 sec | 52.6 min |
For an interactive comparison tool, visit uptime.is.
Contact¶
For SLA-related inquiries or to report a service issue:
- Support: support@immersivefusion.com
- Status: status.immersivefusion.com