Service Level Agreement
Our Commitment to Service Quality
1. Overview
This Service Level Agreement ("SLA") defines the performance standards and support commitments for Hutton Tech Solutions' AI and automation services. This SLA applies to all active service subscriptions and hosting agreements.
2. Uptime Guarantees
Hosted AI Services
99.9% Monthly Uptime
Maximum downtime: 43.2 minutes per month
Measurement
- Measured from our monitoring systems
- Excludes scheduled maintenance windows
- Excludes client-side issues or internet outages
- Calculated monthly from 00:00 UTC on the 1st
Automated Assistants
99.5% Monthly Uptime
Maximum downtime: 3.6 hours per month
Response Time
- 95% of requests answered within 5 seconds
- 99% of requests answered within 15 seconds
- Measured from request receipt to first response
API Services
99.9% Monthly Uptime
Maximum downtime: 43.2 minutes per month
Performance
- 95% of API calls complete within 500ms
- 99% of API calls complete within 2 seconds
- Rate limits: 1000 requests per minute per client
3. Support Response Times
| Priority | Description | Response Time | Resolution Target |
|---|---|---|---|
| P1 - Critical | Complete service outage | 1 hour | 4 hours |
| P2 - High | Major functionality impaired | 4 hours | 24 hours |
| P3 - Medium | Minor functionality issue | 8 hours | 3 business days |
| P4 - Low | General questions, requests | 24 hours | 5 business days |
Support Hours
- P1/P2 Issues: 24/7/365 emergency support
- P3/P4 Issues: Monday-Friday, 8 AM - 6 PM Pacific Time
- Holidays: Reduced support on Canadian statutory holidays
4. Scheduled Maintenance
- Frequency: Monthly maintenance windows as needed
- Timing: Typically Sunday 2 AM - 6 AM Pacific Time
- Notice: Minimum 7 days advance notice via email and dashboard
- Duration: Maximum 4 hours per maintenance window
- Emergency Maintenance: May be performed with 24 hours notice for critical security issues
Maintenance Notifications
Subscribe to status updates at: status.huttontech.solutions
5. Performance Monitoring
We continuously monitor:
- System Availability: Uptime and accessibility
- Response Times: API and assistant response latency
- Error Rates: Failed requests and system errors
- Resource Usage: CPU, memory, and storage utilization
- AI Performance: Model accuracy and output quality
Client Dashboard
Access real-time performance metrics and historical data through your client dashboard at dashboard.huttontech.solutions
6. Service Credits
If we fail to meet our uptime commitments, you may be eligible for service credits:
| Monthly Uptime | Service Credit |
|---|---|
| 99.0% - 99.9% | 10% of monthly fee |
| 95.0% - 98.9% | 25% of monthly fee |
| Below 95.0% | 50% of monthly fee |
Claiming Credits
- Credits must be requested within 30 days of the incident
- Submit claims to: billing@huttontech.solutions
- Credits applied to next month's invoice
- Maximum credit: 50% of monthly fee per incident
7. Exclusions
This SLA does not apply to downtime caused by:
- Scheduled maintenance with proper notice
- Client's equipment, software, or internet connection
- Actions or inactions of the client or their users
- Force majeure events (natural disasters, war, terrorism, etc.)
- Third-party services beyond our control
- DDoS attacks or other malicious activities targeting the client
- Suspension due to non-payment or terms violations
8. Incident Management
Incident Response Process
- Detection: Automated monitoring or client report
- Triage: Assess severity and assign priority
- Communication: Notify affected clients within SLA timeframe
- Investigation: Identify root cause
- Resolution: Implement fix and verify
- Post-Mortem: Document incident and preventive measures
Status Updates
During incidents, we provide updates every 2 hours until resolution. Check status.huttontech.solutions for real-time information.
9. Backup and Disaster Recovery
Backup Schedule
- Daily Backups: Automated daily backups at 2 AM Pacific
- Retention: 30 days of daily backups
- Geographic Redundancy: Backups stored in multiple Canadian regions
- Encryption: All backups encrypted at rest
Recovery Objectives
- RTO (Recovery Time Objective): 4 hours for critical systems
- RPO (Recovery Point Objective): 24 hours maximum data loss
- Testing: Disaster recovery procedures tested quarterly
10. SLA Review and Updates
This SLA is reviewed annually and may be updated to reflect service improvements or changing requirements. Material changes will be communicated 30 days in advance.
Clients on annual contracts may request custom SLA terms with enhanced guarantees and support levels.
11. Contact Information
Emergency Support (P1/P2)
emergency@huttontech.solutions
Phone: (250) 312-4789
24/7 availability
General Support (P3/P4)
support@huttontech.solutions
Business hours: Mon-Fri 8 AM - 6 PM PT