Overview
UniAsset is committed to providing reliable, always-available service. This article explains our uptime commitments and service level agreements.
Uptime Commitment by Plan
| Plan | Target Uptime | SLA Available |
|---|---|---|
| Free | Best effort | No formal SLA |
| Pro | 99.5% | No formal SLA |
| Business | 99.9% | Yes |
| Enterprise | 99.9%+ | Yes (customizable) |
What Counts as Downtime?
Downtime is defined as the service being completely unavailable to all users. The following are not considered downtime:
- Scheduled maintenance (announced in advance)
- Issues affecting individual users due to their network
- Third-party service outages outside our control
- Features that are degraded but still functional
Scheduled Maintenance
Maintenance Windows
- Regular maintenance: Sundays, 2:00 AM - 6:00 AM UTC
- Emergency maintenance: As needed with notification
Notification Process
- Planned maintenance: 72 hours advance notice via email
- Emergency maintenance: Immediate notification via email and status page
- Status page: Check current status at our status page
Incident Response
Response Times
| Severity | Description | Target Response |
|---|---|---|
| Critical | Service completely unavailable | 15 minutes |
| High | Major feature unavailable | 1 hour |
| Medium | Feature degraded | 4 hours |
| Low | Minor issues | 24 hours |
SLA Credits (Business & Enterprise)
For Business and Enterprise plans with formal SLAs:
| Monthly Uptime | Service Credit |
|---|---|
| 99.0% - 99.9% | 10% of monthly fee |
| 95.0% - 99.0% | 25% of monthly fee |
| Below 95.0% | 50% of monthly fee |
Requesting Credits
- Submit a support ticket within 30 days of the incident
- Include dates and times of unavailability
- Credits applied to next billing cycle
Our Infrastructure
UniAsset runs on enterprise-grade cloud infrastructure:
- Hosting: Deployed on reliable cloud providers
- Database: Redundant database with automatic failover
- Backups: Daily automated backups with point-in-time recovery
- Security: SSL/TLS encryption for all connections
Monitoring
We continuously monitor our systems:
- 24/7 automated monitoring
- Real-time alerting for anomalies
- Regular performance optimization
Questions?
For SLA-related questions:
- Support: support@uniasset.com
- Enterprise SLA inquiries: enterprise@uniasset.com
Need Help?
If you have questions not covered in this article, our support team is here to help.
Contact Support