SLA — AvatarMatch

Last updated: March 30, 2026

1. Scope

This Service Level Agreement (SLA) defines the availability and quality parameters of the Avatar Match platform provided by Reliable Communications s.r.o. to corporate customers on paid plans.

For individual users, the Service is provided "as is" per the Terms of Service.

2. Service Tiers

Starter / Pro
Uptime 99.5%
Maintenance notice 48 hours
Support Email (business days)
Incident response 8 business hours
Business
Uptime 99.9%
Maintenance notice 72 hours
Support Email + chat (Mon-Fri)
Incident response 4 business hours
Enterprise
Uptime 99.95%
Maintenance notice by agreement
Support 24/7 dedicated manager
Incident response 1 hour

3. Uptime Calculation

Uptime is calculated per calendar month using the formula:

Uptime = (Total Time − Downtime) / Total Time × 100%

Excluded from downtime calculation:

  • Scheduled maintenance (with prior notice)
  • Incidents caused by client actions
  • Force majeure events
  • DDoS attacks exceeding protection capacity
  • Third-party internet infrastructure issues

4. Service Credits

If SLA targets are not met, customers may request service credits:

Actual Uptime Credit (% of monthly fee)
99.0% – 99.5% 10%
95.0% – 98.9% 25%
Below 95.0% 50%

Submit credit requests to billing@avatarmatch.app within 30 days. Maximum credit is 50% of monthly fee. Credits are not convertible to cash.

5. Incident Classification

P1 Critical

Complete Service unavailability. Response: 1 hr, resolution: 4 hrs.

P2 High

Significant functionality degradation. Response: 4 hrs, resolution: 24 hrs.

P3 Medium

Partial degradation with workarounds available. Response: 8 hrs, resolution: 72 hrs.

P4 Low

Minor issues with available workarounds. Resolution: next release.

6. Monitoring & Reporting

  • Real-time platform status: status.avatarmatch.app
  • Monthly uptime reports for Business and Enterprise
  • Email notifications for incidents and maintenance windows

7. Enterprise SLA

Custom SLA with extended guarantees is available for enterprise customers. Contact us: enterprise@avatarmatch.app