Service Level Agreement (SLA)
Last updated: 2026-08-26
Uptime
We target an average monthly platform uptime of 99.5% (excluding planned maintenance windows and third-party incidents).
Planned maintenance windows are announced at least 24 h in advance and take place outside business hours (Saturday 10 PM to Sunday 6 AM, Eastern Time).
Support response times
| Plan | Severity | First response |
|---|---|---|
| Essential | Standard | 2 business days |
| Professional | Standard | 1 business day |
| Professional | Blocking (clinic not operational) | 4 business hours |
| Premium | Standard | 4 business hours |
| Premium | Blocking | 1 business hour |
Business hours
Monday to Friday: 9 AM to 5 PM (Eastern Time, America/Toronto). Excluding Quebec public holidays.
Outside these hours, requests are handled the next business day. Blocking Premium incidents are monitored 24/7 via on-call.
Service credits
If uptime falls below 99% in a calendar month, a credit of 10% of the monthly fee is applied. Below 95%, the credit is increased to 25%.
Credit requests must be filed at support@sosrdv.ca within 30 days of the incident.