Monthly uptime commitment for all paid plans
Dacard.ai commits to the following monthly uptime targets for the application at app.dacard.ai:
| Plan | Monthly uptime | Max downtime / month |
|---|---|---|
| Free | Best effort | No commitment |
| Pro | 99.9% | ~43 minutes |
| Business | 99.9% | ~43 minutes |
| Enterprise | 99.95% | ~22 minutes |
"Uptime" is calculated as the percentage of minutes in a calendar month during which the service is accessible and returning valid responses, excluding scheduled maintenance windows communicated at least 24 hours in advance.
If monthly uptime falls below the committed level, eligible customers may request a service credit:
| Monthly uptime achieved | Credit |
|---|---|
| 99.0% to <99.9% | 10% of monthly fee |
| 95.0% to <99.0% | 25% of monthly fee |
| <95.0% | 50% of monthly fee |
Credits must be requested within 30 days of the incident. Credits are applied to future invoices and are not redeemable for cash. Maximum credit in any month is 50% of that month's fee.
| Plan | Channel | P1 response | P2 response | P3 response |
|---|---|---|---|---|
| Free | Community docs | No SLA | No SLA | No SLA |
| Pro | 8 business hours | 24 business hours | 3 business days | |
| Business | Email + Slack | 4 business hours | 8 business hours | 2 business days |
| Enterprise | Email + Slack + phone | 1 business hour | 4 business hours | 1 business day |
Priority definitions: P1 = service unavailable or data loss; P2 = major feature broken, significant business impact; P3 = minor feature issue or cosmetic bug.
Business hours are Monday to Friday, 9am to 6pm Pacific time, excluding Canadian statutory holidays.
When a P1 or P2 incident is detected:
Scheduled maintenance windows are typically Sunday 02:00–06:00 Pacific. Customers on Business and Enterprise plans receive at least 48 hours advance notice. Maintenance exceeding 1 hour is excluded from uptime calculations only if notice was given.
The following are excluded from uptime calculations and service credit eligibility:
| Item | Pro | Business | Enterprise |
|---|---|---|---|
| Backup frequency | Daily | Daily | Daily |
| Retention | 7 days | 30 days | 90 days |
| Recovery time objective (RTO) | 24 hours | 8 hours | 4 hours |
| Recovery point objective (RPO) | 24 hours | 24 hours | 24 hours |
To request a service credit, email support@dacard.ai with "SLA Credit Request" in the subject line within 30 days of the incident. Include the incident date, duration, and your account email. We will respond within 5 business days.
Dacard.ai may update this SLA with 30 days advance notice for material changes. Continued use of the service after notice constitutes acceptance. The most recent version is always available at this URL.
Support: support@dacard.ai
Enterprise accounts: enterprise@dacard.ai