Service Level Agreement
Last Updated: November 30, 2025
Overview
This Service Level Agreement ("SLA") describes the service levels GoldenEye Engineering LLC commits to provide for TimOS. This SLA applies to paid subscription plans.
Service Availability
Uptime Commitment
We commit to the following monthly uptime percentages:
| Plan | Uptime Target | Max Downtime/Month |
|---|---|---|
| Free | 99.0% | ~7.3 hours |
| Pro | 99.5% | ~3.6 hours |
| Enterprise | 99.9% | ~43 minutes |
Excluded from Uptime Calculation
- Scheduled maintenance (announced 48+ hours in advance)
- Force majeure events (natural disasters, war, etc.)
- Issues caused by third-party services or infrastructure
- Actions or inactions of the customer
- Beta or preview features
Support Response Times
| Priority | Description | Response Time |
|---|---|---|
| Critical | Service completely unavailable | 1 hour |
| High | Major feature not working | 4 hours |
| Medium | Feature partially impaired | 1 business day |
| Low | General questions/requests | 2 business days |
Service Credits
If we fail to meet our uptime commitment, you may be eligible for service credits:
| Monthly Uptime | Credit Percentage |
|---|---|
| 99.0% - 99.5% | 10% |
| 95.0% - 99.0% | 25% |
| Below 95.0% | 50% |
Requesting Credits
- Submit a request within 30 days of the incident
- Email support@timos.app with incident details
- Credits applied to future billing cycles
- Maximum credit: 50% of monthly subscription fee
Maintenance Windows
Scheduled maintenance is performed during low-usage periods:
- Standard: Sundays 2:00 AM - 6:00 AM UTC
- Emergency: As needed, with maximum notice possible
- Notifications sent via email and in-app announcements
Data Backup
- Automated daily backups of all data
- Backups retained for 30 days
- Geo-redundant storage in multiple regions
- Recovery Point Objective (RPO): 24 hours
- Recovery Time Objective (RTO): 4 hours
Modifications
We may modify this SLA with 30 days notice. Changes will not reduce service levels for the remainder of your current billing period.
Contact
For SLA-related inquiries: support@timos.app