ShiftSphere uptime commitments, support response times, and service credits.
1. Uptime Commitment
ShiftSphere commits to 99.9% monthly uptime for all paid plans. Uptime is measured as the percentage of minutes the core platform is available, excluding scheduled maintenance windows.
2. Scheduled Maintenance
Maintenance windows are scheduled during low-usage hours (typically Sunday 2–5 AM IST) and communicated 48 hours in advance via email and the status page. Scheduled maintenance does not count against uptime.
3. Service Credits
If monthly uptime falls below 99.9%, customers on Pro and Enterprise plans receive service credits: 99.0–99.9% = 10% credit, 95.0–99.0% = 25% credit, below 95.0% = 50% credit. Credits are applied to the next billing cycle.
4. Support Response Times
Critical (platform down): 1 hour. High (feature broken): 4 hours. Medium (degraded performance): 8 hours. Low (questions/requests): 24 hours. Enterprise plans include dedicated support with 15-minute critical response.
5. Exclusions
This SLA does not cover: downtime from force majeure, customer network issues, third-party service outages beyond our control, or abuse/misuse of the platform.
6. Reporting
Uptime reports are available on our status page (status.shiftsphere.co). Historical uptime data is published monthly. Customers may request detailed incident reports for any downtime event.