Service Level Agreement

1. Availability

Emplora targets a monthly uptime of 99.9% for the production application, measured excluding scheduled maintenance and factors outside our reasonable control (for example, failures of upstream providers or the public internet). Our infrastructure runs on managed, redundant cloud services.

2. Scheduled maintenance

We aim to perform maintenance that may cause downtime outside typical business hours and to give advance notice where practicable. Routine deployments are designed to be zero-downtime.

3. Support response targets

• Critical (Service unavailable): initial response within 1 business day.
• Major (key feature impaired): initial response within 2 business days.
• General (questions, minor issues): initial response within 3 business days.

Dedicated support and any enhanced response times or service credits are available on the Enterprise plan and defined in the applicable order. Where service credits apply, they are the customer's sole and exclusive remedy for a failure to meet the availability target. This SLA describes targets and does not create any warranty or liability beyond what is set out in the Terms of Service.

4. Exclusions

This SLA does not apply to the Free plan, free trials of paid plans, beta or preview features, or issues caused by misuse, factors outside our control, or third-party services not operated by Emplora.

5. Contact

For SLA questions or to discuss an Enterprise agreement, please contact us.