Service Level Agreement (Overview)
Last updated: March 1, 2026
1. Overview
This document provides an overview of Amlogics service level commitments for enterprise SaaS clients. Detailed SLAs are included in individual subscription agreements.
2. Uptime Commitment
- Target uptime: 99.9% monthly availability
- Scheduled maintenance: Notified 48 hours in advance, typically during off-peak hours
- Monitoring: 24/7 automated monitoring with alerting
3. Support Levels
| Priority | Response Time | Resolution Target |
|---|---|---|
| Critical (service down) | 1 hour | 4 hours |
| High (major feature affected) | 4 hours | 24 hours |
| Medium (minor issue) | 8 hours | 72 hours |
| Low (general inquiry) | 24 hours | Best effort |
4. Data Backup
- Daily automated backups with 30-day retention
- Point-in-time recovery available for enterprise plans
- Data encrypted at rest and in transit
5. Contact
For SLA-related inquiries or to report service issues, contact contact@amlogics.com.