Service Level Agreement
Our commitments to uptime, performance, and support.
Last Updated: September 8, 2025
1. Service Availability
We guarantee 99.9% uptime for our platform, excluding scheduled maintenance.
2. Response Times
- Critical issues:< 1 hour
- High priority:< 4 hours
- Medium priority:< 8 hours
- Low priority:< 24 hours
3. Data Backup
All data is backed up every 6 hours with 30-day retention.
4. Support Coverage
24/7 support via email and chat for critical issues. Regular support hours: Mon–Fri 9AM–6PM EST.
5. Maintenance Windows
Scheduled maintenance windows occur Sundays 2AM–4AM EST.
Contact Support
For support, email support@govcodex.com.