Service Level Agreement
Last updated: July 3, 2026 · Early-access program · Foundational version pending counsel ratification
Service objectives and monitoring
The platform operates against internal service-level objectives — defined targets for availability, latency, and data integrity per surface — with error budgets and burn-rate alerting that page the on-call before an objective fails, not after. Client performance, server latency, and error rates are continuously instrumented.
Data durability and recovery
The primary datastore runs in a multi-region configuration and is enrolled in point-in-time recovery with a seven-day window. Backups run daily. Audit logs are append-only and retained long-term. Recovery-time and recovery-point commitments per surface [GAP: needs legal review — contractual RTO/RPO commitments] are settled with the ratified SLA.
Incidents and communication
Incidents are detected by alerting thresholds and worked immediately; customers affected by a material incident are notified without undue delay. A public status page and committed incident-communication timelines [GAP: needs legal review — status page + committed incident-communication timelines] are planned alongside the ratified SLA.
Early-access posture
During early access the service is provided "as is," per the Terms of Service — we work hard on reliability, and we do not print availability numbers we have not committed to contractually. When list pricing and the ratified SLA publish, this page will carry the committed figures.
Support
Support requests and incident reports: support@siteopscommand.com. Security reports: see security.txt.