Service Level Agreement

99.99% Uptime Guarantee • 24/7 Enterprise Support • Service Credits Available

Enterprise Commitment: Guaranteed performance • Transparent metrics • Dedicated support

Uptime

99.99%

Monthly availability with automated failover and redundancy

Response Time

<120ms

P95 response times with global edge optimization

Support Response

<15min

Critical issue response with 24/7 expert support

Recovery Time

<60sec

Automated recovery objective for service restoration

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Performance Guarantees

Measurable commitments backed by enterprise-grade infrastructure and monitoring

Availability Commitment

99.99% Monthly Uptime: Maximum 4.38 minutes downtime per month
99.95% Daily Uptime: Maximum 43.2 seconds downtime per day
Multi-Region Redundancy: Automatic failover across 15+ regions
Health Monitoring: Real-time status at status.cachee.ai
Planned Maintenance: Excluded from SLA calculations
Proactive Notifications: 72-hour advance notice for maintenance

Response Time Guarantee

P95 Response Time: <120ms for cache operations
P99 Response Time: <280ms for all operations
Cache Hit Response: <5ms from edge locations
API Response Time: <50ms for configuration endpoints
Global Edge Network: 150+ locations worldwide
Performance Monitoring: Real-time latency dashboards

Data Protection

Data Durability: 99.999999999% (11 9's) annual durability
Backup Frequency: Continuous replication with point-in-time recovery
Encryption: AES-256 at rest, TLS 1.3 in transit
Geographic Redundancy: Multi-region data replication
Data Retention: Configurable retention policies (1-7 years)
Compliance: SOC 2, GDPR, CCPA, HIPAA ready

Performance Metrics

Cache Hit Rate: >95% guaranteed hit rate
Throughput: 10M+ operations per second per region
Concurrent Connections: 100K+ simultaneous connections
Bandwidth: 10 Gbps per edge location
API Rate Limits: 10,000 requests/second (Enterprise)
Storage Capacity: Petabyte-scale with auto-scaling

Service Credits

Automatic compensation when we don't meet our commitments

Monthly Uptime Achieved	Downtime (minutes)	Service Credit	Credit Application
99.99% - 99.95%	4.38 - 21.6 minutes	10%	Applied to next month's bill
99.95% - 99.90%	21.6 - 43.2 minutes	25%	Applied to next month's bill
99.90% - 99.00%	43.2 - 432 minutes	50%	Applied to next month's bill
< 99.00%	> 432 minutes	100%	Full month credit + additional compensation

Credit Terms & Conditions

Automatic Application: Credits applied within 30 days of month end
No Action Required: Credits automatically calculated and applied
Maximum Credit: Credits cannot exceed 100% of monthly service fees
Planned Maintenance: Scheduled maintenance excluded from calculations
Force Majeure: Natural disasters and external events excluded
Third-Party Dependencies: External service outages excluded

Support Response Times

24/7 expert support with guaranteed response times based on issue severity

Priority Level	Issue Description	Initial Response	Resolution Target
P1 - Critical	Service completely unavailable, data loss, security breach	15 minutes	4 hours
P2 - High	Major functionality impaired, significant performance degradation	1 hour	12 hours
P3 - Medium	Minor functionality issues, workaround available	4 hours	48 hours
P4 - Low	General questions, feature requests, documentation	24 hours	5 business days

Support Channels

Emergency Hotline: +1-800-CACHEE-911 (Critical issues only)
Support Portal: support.cachee.ai with ticket tracking
Email Support: support@cachee.ai with auto-routing
Slack Integration: Direct channel for Enterprise customers
Video Conferencing: On-demand screen sharing for P1/P2 issues
Chat Support: Real-time chat during business hours

Escalation Process

Level 1: Initial triage and common issue resolution
Level 2: Technical specialists and advanced troubleshooting
Level 3: Engineering team and architectural consultants
Management Escalation: Director level for critical issues
Executive Escalation: C-level involvement for major incidents
Customer Success: Dedicated account management for Enterprise

Maintenance Windows

Scheduled maintenance with minimal impact and advance notification

Standard Maintenance Schedule

Regular Maintenance

Every 2nd Sunday
02:00 - 04:00 UTC
Maximum 2 hours

Emergency Updates

As Required
24/7 availability
Rolling deployments

Security Patches

Within 24 hours
Critical vulnerabilities
Zero-downtime patches

Advance Notice

72 hours minimum
Email + Dashboard
SMS for critical updates

Maintenance Policies

Zero-Downtime Deployments: Rolling updates with no service interruption
Emergency Maintenance: Immediate deployment for critical security issues
Rollback Capability: Instant reversion if issues detected
Performance Validation: Automated testing before and after updates
Communication: Real-time updates via status page and notifications
SLA Exclusion: Planned maintenance excluded from uptime calculations