SLA Threshold Guarantees

This Service Level Agreement applies to the DEV3 platform (website, Marketplace checkout, downloads and licence APIs) and to hosting and maintenance retainers for agency clients unless a client contract specifies different levels. It does not cover third-party services outside our control, such as a client’s own infrastructure.

We commit to 99.95% monthly availability for production services, measured by independent external monitoring every minute from multiple regions. Availability = (total minutes − downtime minutes) ÷ total minutes, excluding the exclusions below.

Live availability and 90-day history are published on our public status page.

If monthly availability falls below the commitment, eligible retainer clients receive a credit against the next invoice:

• Below 99.95% but at or above 99.5% — 5% of the monthly fee.
• Below 99.5% but at or above 99.0% — 10% of the monthly fee.
• Below 99.0% but at or above 95.0% — 25% of the monthly fee.
• Below 95.0% — 50% of the monthly fee.

Tickets are prioritised on submission and timers are shown live on each ticket. Targets by priority:

• Critical (production down, payments failing, security incident) — first response within 2 hours; target resolution within 8 hours.
• High (major feature unavailable, no workaround) — first response within 8 hours; target resolution within 1 business day.
• Medium (feature impaired, workaround available) — first response within 1 business day; target resolution within 3 business days.
• Low (questions, cosmetic issues, requests) — first response within 2 business days; target resolution within 5 business days.

Critical tickets are handled 24×7 by the on-call engineer. Other priorities are handled Monday to Saturday, 09:00–21:00 IST, excluding national holidays. Business-day targets are measured in support hours.

Planned maintenance is scheduled between 01:00 and 05:00 IST, announced at least 72 hours in advance on the status page and by email to retainer clients, and does not count as downtime. Emergency security patches may be applied with shorter notice.

Downtime does not include unavailability caused by:

• Scheduled maintenance announced as above.
• Failures of third-party providers outside our reasonable control, including payment gateways and public cloud regional outages.
• Client-requested changes, client code or misuse of the service.
• Force majeure events, denial-of-service attacks or actions by government authorities.

If a ticket breaches its target or you are not satisfied with progress:

• Level 1 — reply on the ticket or email support@dev3.tech; tickets that breach their target escalate automatically to the support lead.
• Level 2 — the Customer Success Lead reviews within 4 business hours.
• Level 3 — the Head of Delivery, via contact@dev3.tech, with a written remediation plan within 1 business day.

Credit requests must be raised within 30 days of the end of the affected month with the dates and times of the incident. Credits are the sole remedy for availability shortfalls and cannot exceed 50% of the monthly fee.