Service Level Agreement

Last updated: November 2026.

1. Uptime target

TractOps targets 99.5% monthly uptime for the production application. Live status is available at /status.

Uptime credits for sustained outages on annual plans:

Monthly uptime	Credit (% of monthly fee)
< 99.5% but ≥ 99.0%	5%
< 99.0% but ≥ 95.0%	10%
< 95.0%	25%

Credits are applied to the following invoice and require a written request within 30 days of the incident.

2. Support response times

Tickets are classified by severity at our discretion based on the reported impact. Times below are first-response targets, not resolution targets.

Tier	Definition	First response	Hours
P1 — Urgent	Production outage: app down, payments failing, data loss in progress.	Within 1 hour	24 × 7
P2 — High	Major feature degraded for many users (e.g. dashboard slow, voting feature broken).	Within 4 business hours	Mon–Fri 9 AM – 6 PM Pacific
P3 — Normal	Single-user issues, billing questions, "how do I" questions.	Within 1 business day	Mon–Fri 9 AM – 6 PM Pacific
P4 — Low	Feature requests, suggestions, low-impact bugs.	Within 5 business days	Mon–Fri 9 AM – 6 PM Pacific

3. How to reach us

P1 outages: email contact@tractops.com with the subject line [P1] <short description>. P1 emails page on-call within minutes.
P2 / P3 / P4: in-app help widget or contact@tractops.com.
Premium customers additionally get a scheduled Zoom slot within 24 business hours of request.

4. Exclusions

The uptime target does not apply to: (a) scheduled maintenance announced at least 48 hours in advance, (b) outages caused by a third-party service we depend on (Stripe, Resend, Neon, Vercel) when that service is reporting an outage on its own status page, (c) force-majeure events, and (d) customer-side connectivity issues.

5. Maintenance windows

When possible, maintenance is performed Sundays 02:00–04:00 Pacific. Customers are notified at least 48 hours in advance by email and via /status.

Questions? contact@tractops.com