Operational Commitment & Support Policy

Service Level Agreement (SLA)

Official Service Level Agreement detailing system availability, target response times, severity levels, maintenance schedules, and technical support terms for DOTCHATER LLC platforms.

99.9% Target Uptime

Guaranteed system availability metric for production APIs, B2B SaaS platforms, and hosted microservices.

Priority 1: < 2 Hours

Emergency response window for critical production outages or severe service degradation.

24/7 Monitoring

Automated telemetry, uptime tracking, and on-call engineering leads assigned to client infrastructure.

Provider:
DOTCHATER LLC (New Mexico, USA)
Effective Date:
January 1, 2026
Document Version:
v2.1 (Production SLA & Support)

1. Scope & Purpose

This Service Level Agreement ("SLA") defines the operational performance standards, availability commitments, technical support response times, and maintenance procedures provided by DOTCHATER LLC ("Company", "We", "Us") for our software applications, B2B enterprise SaaS architectures, consumer B2C platforms, and cloud API services.

This SLA forms an integral part of our Master Services Agreement (MSA) and applies to all active clients, marketplace partners, and subscription service subscribers.

2. Target System Availability & Uptime Metrics

DOTCHATER LLC targets a minimum monthly uptime availability of 99.9% ("Service Commitment") for all core production APIs, database clusters, and cloud backend microservices.

Uptime Calculation Formula:

Monthly Uptime % = [(Total Minutes in Month - Unexcused Outage Minutes) / Total Minutes in Month] × 100

Exclusions from Outage Metrics: The Service Commitment does not apply to any performance or availability issues resulting from:

  • Scheduled maintenance windows communicated at least 48 hours in advance.
  • Outages caused by third-party global cloud infrastructure providers (e.g., AWS or GCP region outages).
  • Client-side hardware, network configuration, or unauthorized custom code modifications.
  • Force Majeure events beyond our reasonable control.

3. Support Ticket Severity Levels & Response Time SLAs

Technical support requests submitted via our Support Portal or directly to support@dotchater.com are categorized and responded to according to the following strict SLAs:

Severity Level Definition & Impact Initial Response SLA Target Resolution SLA
Priority 1 (Critical) Complete system outage or critical failure rendering production platform unusable with no workaround. < 2 Hours (24/7) Continuous effort until work-around or resolution (< 6 hrs)
Priority 2 (High) Major component degradation or core feature failure affecting business operations, but system remains partially operational. < 4 Hours Target resolution within 24 hours
Priority 3 (Medium) Minor bug or non-critical feature degradation with an available operational workaround. < 12 Hours Target resolution within 3 to 5 business days
Priority 4 (Low) General technical inquiry, documentation request, or feature request. < 24 Hours Scheduled in upcoming development sprint cycle

4. Scheduled Maintenance & Infrastructure Deployment

To ensure platform security and optimal performance, DOTCHATER LLC performs routine software deployments and database maintenance:

  • Zero-Downtime Releases: Core software updates are executed using blue/green rolling deployments to eliminate downtime during standard updates.
  • Planned Maintenance Windows: Where temporary maintenance is unavoidable, planned windows are scheduled between 02:00 AM and 05:00 AM UTC during low-traffic periods. Clients are notified via email at least 48 hours prior to maintenance.
  • Emergency Security Patches: Critical zero-day vulnerability security patches may be deployed immediately without prior notice to protect customer data integrity.

5. Monitoring, Alerting & Live System Status

DOTCHATER LLC operates round-the-clock automated telemetry monitoring covering HTTP endpoint availability, API error rates, latency thresholds, and server CPU/memory usage. Real-time system health and operational metrics are publicly viewable on our System Status Portal.

6. Service Credits & Support Escalation

Clients holding active Enterprise SLA Retainers are eligible for Service Credits in the event monthly uptime falls below our 99.9% Service Commitment:

  • 99.0% – 99.8% Monthly Availability: 10% credit of monthly SLA service fee.
  • 95.0% – 98.9% Monthly Availability: 25% credit of monthly SLA service fee.
  • Below 95.0% Monthly Availability: 50% credit of monthly SLA service fee.

To request service credits or escalate an unresolved technical ticket, contact our Operations Team at support@dotchater.com.

7. Contact Support & Escalations

For support inquiries, ticket logging, or SLA questions, please use our primary support channels:

Support Portal: dotchater.com/support.html
Technical Support Email: support@dotchater.com
DOTCHATER LLC — Support & Operations Department, New Mexico, USA