Service Level Agreement
Last updated: January 1, 2026
1. Service Availability
TripGain shall maintain platform availability of 99.9% uptime, calculated monthly, excluding scheduled maintenance windows (not to exceed 4 hours per month) and force majeure events.
2. Response Times
| Priority | Definition | Response Time | Resolution Target |
|---|---|---|---|
| Critical (P1) | Platform unavailable or data loss | 15 minutes | 4 hours |
| High (P2) | Major feature impaired | 30 minutes | 8 hours |
| Medium (P3) | Minor feature impaired | 2 hours | 2 business days |
| Low (P4) | Cosmetic or enhancement | 4 hours | Next release |
3. Service Credits
If TripGain fails to meet SLA commitments, Client may request service credits: 5% of monthly fees for each 0.5% below 99.9% uptime, capped at 25% of monthly fees. Credits are applied to future invoices.
4. Reporting
TripGain shall provide monthly SLA performance reports including uptime statistics, incident response metrics, and root cause analyses for any critical incidents.
5. Exclusions
SLA commitments do not apply to: scheduled maintenance, Client-caused issues, third-party service provider failures, force majeure, or use of the platform outside of documented specifications.
6. Support Hours
Standard support is available 24/7/365 for P1 incidents. P2-P4 incidents are handled during business hours (Monday-Friday, 6:00 AM - 6:00 PM PST). Dedicated account management is provided for enterprise clients.