Enterprise Service Level Agreement (SLA)
Last updated January 4, 2025
Effective Date: January 4, 2025
1. Uptime Guarantee
Collate guarantees 99.9% uptime for its platform, excluding scheduled maintenance.
2. Support Availability
Support is available 24/7 via email and phone. Response times are as follows:
- Critical Issues: 1-hour response
- High Priority: 4-hour response
- General Queries: 24-hour response
3. Performance Metrics
Collate will monitor and ensure key performance indicators as detailed in Exhibit A.
4. Remedies for SLA Breach
In case of SLA breach, Client may be eligible for service credits as outlined in Exhibit B.
5. Exclusions
SLA does not cover issues arising from third-party integrations or user negligence.