Service Level Agreement

 
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Causal Map & Qualia Service Level Agreement (SLA)

1. Purpose

This Service Level Agreement (SLA) outlines the service performance and support commitments Causal Map Ltd. makes to its clients. It covers service availability, incident response, and resolution times.

2. Scope

This SLA applies to all services provided via:

3. Service Availability

Causal Map Ltd. aims to provide 99.5% uptime per calendar month, excluding scheduled maintenance.
Scheduled maintenance may take place on Sundays between 21:00 and 22:00 GMT. Other maintenance will be announced at least 48 hours in advance.

4. Incident Management

Severity Level
Description
Initial Response Time
Target Resolution Time
Critical
Complete system outage or major failure affecting all users
12 hours
24 hours
High
Major functionality broken for many users
24 hours
48 hours
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5. Communication Channels

Support requests and incident reports should be sent to support@causalmap.app.

6. Escalation Procedure

If an incident is not addressed within the target resolution time, it will be escalated internally within Causal Map Ltd. to ensure timely resolution.

7. Exclusions

This SLA does not cover:
  • Issues caused by third-party services or user error
  • Beta or experimental features
  • Force majeure events (e.g., natural disasters, large-scale outages)

8. Review and Amendments

This SLA may be reviewed and amended periodically. Clients will be notified of any changes.
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