Our Commitment
Reliable Service
Enterprise-grade infrastructure you can depend on
99.9% uptime
High Performance
Industry-leading speed and response times
<200ms API response
Rapid Support
Fast response times with transparent SLAs
1hr critical response
Uptime Guarantee
We guarantee 99.9% uptime for our API and core services, measured monthly.
| Monthly Uptime | Service Credit |
|---|---|
| 99.9% – 100% | No credit |
| 99.0% – 99.9% | 10% credit |
| 95.0% – 99.0% | 25% credit |
| Below 95.0% | 50% credit |
Performance Metrics
API Response Time
<200ms
95th percentile
Transaction Processing
<2s
Standard transactions
Database Queries
<50ms
95th percentile
Webhook Delivery
<5min
Event occurrence
Support Response Times
Critical Issues
First response time
1 hour
SLA
High Priority
First response time
4 hours
SLA
Normal Priority
First response time
24 hours
SLA
Low Priority
First response time
48 hours
SLA
Planned Maintenance
Scheduled maintenance windows are announced at least 7 days in advance and typically occur during low-traffic periods. Emergency maintenance may be performed with shorter notice when necessary for security or stability.
Exclusions
This SLA does not apply to:
- Issues caused by factors outside our control (e.g., internet service provider issues)
- Scheduled maintenance windows
- Issues caused by your equipment or software
- Suspension or termination for Terms of Service violations
- Beta or preview features
💳
Claiming Service Credits
To claim service credits, submit a request within 30 days of the incident to support@townplatform.com with details of the outage. Credits are applied to future invoices and do not result in cash refunds.