Service Level Agreement
Effective: May 28, 2026 — applies to Enterprise plan customers
This SLA Addendum supplements the EquaSched Terms of Service and applies to customers on the Enterprise plan. It defines uptime commitments, how uptime is measured, and support response targets.
1. Uptime Commitment
99.9% monthly uptime target
EquaSched targets 99.9% availability for the core scheduling application (schedule generation, staff management, shift publishing) measured per calendar month. 99.9% uptime allows up to 43.8 minutes of unplanned downtime per month.
Scheduled maintenance windows
Planned maintenance is excluded from uptime calculations. EquaSched provides at least 48 hours advance notice via email before any maintenance window that may affect availability. Maintenance is scheduled outside business hours (10 PM – 6 AM ET) where possible.
Public status page
Current and historical uptime is published at status.equasched.com. Customers can subscribe to incident notifications via email or webhook.
2. Measurement Methodology
External monitoring (not self-reported)
Uptime is measured by an independent third-party monitoring service (Uptime Robot or equivalent) from at least two geographic locations. Checks run every 60 seconds against the primary application endpoint.
Downtime definition
Downtime means the core application returns HTTP 5xx errors or is unreachable for 3 or more consecutive monitoring checks (3 minutes). Degraded performance (slow responses, partial feature outages) is tracked separately on the status page but does not count toward downtime.
Monthly report available on request
Enterprise customers may request a monthly uptime report by emailing hello@equasched.com. Reports include uptime percentage, incident count, and mean time to recovery (MTTR).
3. Support Response Targets
| Severity | Definition | First response |
|---|---|---|
| P1 — Critical | Application down or schedule generation completely unavailable | 1 hour |
| P2 — High | Core feature degraded; workaround exists but significantly impacts operations | 4 hours |
| P3 — Medium | Non-critical feature issue; workaround available | 1 business day |
| P4 — Low | Feature request, UI issue, or general question | 3 business days |
Business hours: 9 AM – 6 PM ET, Monday – Friday, excluding US federal holidays. P1 incidents are monitored 24/7 via on-call rotation. Submit incidents to hello@equasched.com with “[P1]” in the subject line for fastest routing.
4. Exclusions
The following are excluded from uptime calculations and support response targets:
- —Scheduled maintenance communicated 48+ hours in advance
- —Incidents caused by customer actions, integrations, or third-party services outside EquaSched control
- —Force majeure events (natural disasters, government actions, widespread internet outages)
- —Issues affecting only development or staging environments
- —Outages caused by customer-provided credentials or configuration errors
5. Remedies
If EquaSched fails to meet the 99.9% monthly uptime target in a given calendar month, Enterprise customers may request a service credit:
| Monthly uptime achieved | Credit applied to next invoice |
|---|---|
| 99.0% – 99.9% | 10% of monthly fee |
| 95.0% – 98.9% | 25% of monthly fee |
| Below 95.0% | 50% of monthly fee |
Credits must be requested within 30 days of the affected month by emailing hello@equasched.com with subject “SLA Credit Request — [Month Year]”. Credits are applied to the next invoice and are non-transferable and non-redeemable for cash. Maximum total credit per month is 50% of the monthly fee. This SLA does not apply to free trial periods.
6. Changes to This SLA
EquaSched may update this SLA with 30 days advance notice via email. If the changes materially reduce your uptime commitment or remedies, you may terminate your Enterprise subscription within the 30-day notice period for a pro-rated refund of prepaid fees. Continued use after the notice period constitutes acceptance of the revised SLA.
Questions about this SLA?
Enterprise customers: contact your Customer Success Manager or email us directly.
hello@equasched.com