Service Level Agreement
WorkPair® commits to the highest standards of availability, performance, and support for all institutional and enterprise customers.
Uptime Guarantees
SLA Credits: If monthly uptime falls below the guaranteed target, affected institutional customers receive service credits: below 99.9% = 10% credit, below 99.5% = 25% credit, below 99.0% = 50% credit. Credits applied to the next billing cycle.
Incident Response Times
| Severity | Definition | Response | Resolution |
|---|---|---|---|
| Critical (P1) | Platform completely unavailable or data breach | 15 minutes | 4 hours |
| High (P2) | Major feature unavailable affecting multiple users | 1 hour | 8 hours |
| Medium (P3) | Feature degraded but workaround available | 4 hours | 24 hours |
| Low (P4) | Minor issue, cosmetic, or feature request | 1 business day | 5 business days |
Support Tiers
Data Handling Commitments
Continuous replication with point-in-time recovery. Full snapshots every 24 hours.
Multi-region failover capability. RTO < 1 hour, RPO < 1 second.
Institutional data available for export at any time via the compliance reporting API (CSV format).
Upon contract termination, institutional data retained for 90 days for migration, then permanently deleted.
In the event of a data breach, affected institutions notified within 72 hours with full incident details and remediation plan.
Custom SLA Terms
Enterprise and government customers can negotiate custom SLA terms including enhanced uptime guarantees, dedicated infrastructure, and on-premise options.
enterprise@workpair.io