Service Level Commitments
RocketSavvy is committed to providing enterprise-grade reliability and performance across all our services:
🎯 Uptime Guarantees
- Core Platform: 99.99% uptime guarantee (less than 4.38 minutes downtime per month)
- API Services: 99.95% availability with automatic failover
- E-commerce Platform: 99.9% uptime commitment
- VoIP Services: 99.99% call quality guarantee
- Data Centers: Tier IV certification with 99.995% infrastructure uptime
⚡ Performance Standards
- API response times under 50ms (95th percentile)
- Page load times under 2 seconds globally
- Database query performance under 10ms average
- CDN delivery within 100ms worldwide
- Real-time data synchronization under 5 seconds
🔧 Support Response Times
- Critical Issues: 15-minute response, 1-hour resolution target
- High Priority: 1-hour response, 4-hour resolution target
- Medium Priority: 4-hour response, 24-hour resolution target
- Low Priority: 24-hour response, 72-hour resolution target
💵 SLA Credits
If we fail to meet our SLA commitments, you're eligible for service credits:
- 99.00% - 99.89% uptime: 10% monthly credit
- 95.00% - 98.99% uptime: 25% monthly credit
- Below 95.00% uptime: 50% monthly credit
📊 Monitoring & Reporting
- 24/7 automated monitoring and alerting
- Monthly SLA performance reports
- Real-time status dashboard at /status-page.html
- Incident post-mortems for major outages
- Transparent communication during service events