Service Level Agreement

Uptime Commitment

Dialivo commits to 99.9% uptime for all paid plans. This excludes scheduled maintenance windows announced at least 48 hours in advance.

Performance Standards

• API response time: < 200ms (p95)
• Form load time: < 1 second
• Data processing latency: < 5 seconds
• Support response time: < 4 hours (business hours)

Service Credits

If we fail to meet our uptime commitment, eligible customers may receive service credits:

• 99.0% - 99.9% uptime: 10% credit
• 95.0% - 99.0% uptime: 25% credit
• < 95.0% uptime: 50% credit

Support Tiers

Enterprise customers receive priority support with dedicated account management and 24/7 emergency response.

Contact

For SLA questions or to request service credits, contact support@dialivo.com