1. Purpose
This Service Level Agreement (SLA) defines the availability targets of the Smartfy Cloud services, support response times and the credits owed when targets are missed. It is part of the Terms of Service.
2. Availability targets
| Plan | Monthly availability | Maximum downtime per month |
|---|---|---|
| Start, Business and Growth (Laravel and BI) | 99.9% | about 43 minutes |
| Enterprise | 99.99% | about 4 minutes |
3. How we measure
Availability is measured by external monitoring that checks every minute whether the Customer's application or instance responds over HTTPS. A minute counts as unavailable when the check fails because of infrastructure managed by Smartfy. It is calculated per calendar month:
Availability = (minutes in month − unavailable minutes) ÷ minutes in month × 100
The history is available on the public status page, when provided.
4. What does not count as downtime
- scheduled maintenance, announced at least 48 hours in advance and performed between 0:00 and 6:00 (Brasília time, UTC−3);
- failures caused by the Customer's code, configuration, deploys or dependencies;
- usage above plan resources or attacks targeting the Customer's application;
- failures of third-party services contracted by the Customer, DNS not managed by Smartfy, or the internet in general;
- suspension for non-payment or breach of the Terms;
- events beyond reasonable control.
5. Service credits
If monthly availability falls below target, the Customer is entitled to a credit on the affected plan's monthly fee, applied to the next invoice:
| Monthly availability (99.9% plans) | Credit |
|---|---|
| Below 99.9% and at or above 99.0% | 10% of the monthly fee |
| Below 99.0% and at or above 95.0% | 25% of the monthly fee |
| Below 95.0% | 50% of the monthly fee |
For Enterprise, credits follow the contract, with at least the tiers above applied to the 99.99% target. Total credit in a month is capped at 50% of the monthly fee, cannot be exchanged for cash and does not apply to add-ons.
6. How to request a credit
Email [email protected] within 30 days after the end of the affected month, stating the service and the period of unavailability. We validate it against monitoring records and reply within 10 business days.
7. Support response times
Time to first human response. Business hours: Monday to Friday, 9:00 to 18:00 Brasília time (UTC−3), excluding Brazilian national holidays.
| Plan | Channel | Critical incident (service down) | Other requests |
|---|---|---|---|
| Start | 4 business hours | 1 business day | |
| Business | Priority support | 2 business hours | 4 business hours |
| Growth | Chat | 1 business hour | 2 business hours |
| Enterprise | Dedicated 24/7 | 30 minutes, 24/7 | per contract |
8. Backups and restores
| Plan | Frequency | Retention | Tested restore |
|---|---|---|---|
| Start | Daily | 7 days | No |
| Business | Daily | 14 days | No |
| Growth | Daily | 30 days | Biweekly |
| Enterprise | Per contract | Customizable, with off-site copy | Weekly |
Restore requests are handled within the plan's support response times.