# mockupAWS Service Level Agreement (SLA)

> **Version:** 1.0.0  
> **Effective Date:** 2026-04-07  
> **Last Updated:** 2026-04-07

---

## 1. Service Overview

mockupAWS is a backend profiler and AWS cost estimation platform that enables users to:
- Create and manage simulation scenarios
- Ingest and analyze log data
- Calculate AWS service costs (SQS, Lambda, Bedrock)
- Generate professional reports (PDF/CSV)
- Compare scenarios for data-driven decisions

---

## 2. Service Commitments

### 2.1 Uptime Guarantee

| Tier | Uptime Guarantee | Maximum Downtime/Month | Credit |
|------|-----------------|------------------------|--------|
| **Standard** | 99.9% | 43 minutes | 10% |
| **Premium** | 99.95% | 21 minutes | 15% |
| **Enterprise** | 99.99% | 4.3 minutes | 25% |

**Uptime Calculation:**
```
Uptime % = (Total Minutes - Downtime Minutes) / Total Minutes × 100
```

**Downtime Definition:**
- Any period where the API health endpoint returns non-200 status
- Periods where >50% of API requests fail with 5xx errors
- Scheduled maintenance is excluded (with 48-hour notice)

### 2.2 Performance Guarantees

| Metric | Target | Measurement |
|--------|--------|-------------|
| **Response Time (p50)** | < 200ms | 50th percentile of API response times |
| **Response Time (p95)** | < 500ms | 95th percentile of API response times |
| **Response Time (p99)** | < 1000ms | 99th percentile of API response times |
| **Error Rate** | < 0.1% | Percentage of 5xx responses |
| **Report Generation** | < 60s | Time to generate PDF/CSV reports |

### 2.3 Data Durability

| Metric | Guarantee |
|--------|-----------|
| **Data Durability** | 99.999999999% (11 nines) |
| **Backup Frequency** | Daily automated backups |
| **Backup Retention** | 30 days (Standard), 90 days (Premium), 1 year (Enterprise) |
| **RTO** | < 1 hour (Recovery Time Objective) |
| **RPO** | < 5 minutes (Recovery Point Objective) |

---

## 3. Support Response Times

### 3.1 Support Tiers

| Severity | Definition | Initial Response | Resolution Target |
|----------|-----------|------------------|-------------------|
| **P1 - Critical** | Service completely unavailable | 15 minutes | 2 hours |
| **P2 - High** | Major functionality impaired | 1 hour | 8 hours |
| **P3 - Medium** | Minor functionality affected | 4 hours | 24 hours |
| **P4 - Low** | General questions, feature requests | 24 hours | Best effort |

### 3.2 Business Hours

- **Standard Support:** Monday-Friday, 9 AM - 6 PM UTC
- **Premium Support:** Monday-Friday, 7 AM - 10 PM UTC
- **Enterprise Support:** 24/7/365

### 3.3 Contact Methods

| Method | Standard | Premium | Enterprise |
|--------|----------|---------|------------|
| Email | ✓ | ✓ | ✓ |
| Support Portal | ✓ | ✓ | ✓ |
| Live Chat | - | ✓ | ✓ |
| Phone | - | - | ✓ |
| Dedicated Slack | - | - | ✓ |
| Technical Account Manager | - | - | ✓ |

---

## 4. Service Credits

### 4.1 Credit Eligibility

Service credits are calculated as a percentage of the monthly subscription fee:

| Uptime | Credit |
|--------|--------|
| 99.0% - 99.9% | 10% |
| 95.0% - 99.0% | 25% |
| < 95.0% | 50% |

### 4.2 Credit Request Process

1. Submit credit request within 30 days of incident
2. Include incident ID and time range
3. Credits will be applied to next billing cycle
4. Maximum credit: 50% of monthly fee

---

## 5. Service Exclusions

The SLA does not apply to:

- Scheduled maintenance (with 48-hour notice)
- Force majeure events (natural disasters, wars, etc.)
- Customer-caused issues (misconfiguration, abuse)
- Third-party service failures (AWS, SendGrid, etc.)
- Beta or experimental features
- Issues caused by unsupported configurations

---

## 6. Monitoring & Reporting

### 6.1 Status Page

Real-time status available at: https://status.mockupaws.com

### 6.2 Monthly Reports

Enterprise customers receive monthly uptime reports including:
- Actual uptime percentage
- Incident summaries
- Performance metrics
- Maintenance windows

### 6.3 Alert Channels

- Status page subscriptions
- Email notifications
- Slack webhooks (Premium/Enterprise)
- PagerDuty integration (Enterprise)

---

## 7. Escalation Process

```
Level 1: Support Engineer
    ↓ (If unresolved within SLA)
Level 2: Senior Engineer (1 hour)
    ↓ (If unresolved)
Level 3: Engineering Manager (2 hours)
    ↓ (If critical)
Level 4: CTO/VP Engineering (4 hours)
```

---

## 8. Change Management

### 8.1 Maintenance Windows

- **Standard:** Tuesday 3:00-5:00 AM UTC
- **Emergency:** As required (24-hour notice when possible)
- **No-downtime deployments:** Blue-green for critical fixes

### 8.2 Change Notifications

| Change Type | Notice Period |
|-------------|---------------|
| Minor (bug fixes) | 48 hours |
| Major (feature releases) | 1 week |
| Breaking changes | 30 days |
| Deprecations | 90 days |

---

## 9. Security & Compliance

### 9.1 Security Measures

- SOC 2 Type II certified
- GDPR compliant
- Data encrypted at rest (AES-256)
- TLS 1.3 for data in transit
- Regular penetration testing
- Annual security audits

### 9.2 Data Residency

- Primary: US-East (N. Virginia)
- Optional: EU-West (Ireland) for Enterprise

---

## 10. Definitions

| Term | Definition |
|------|-----------|
| **API Request** | Any HTTP request to the mockupAWS API |
| **Downtime** | Period where >50% of requests fail |
| **Response Time** | Time from request to first byte of response |
| **Business Hours** | Support availability period |
| **Service Credit** | Billing credit for SLA violations |

---

## 11. Agreement Updates

- SLA reviews: Annually or upon significant infrastructure changes
- Changes notified 30 days in advance
- Continued use constitutes acceptance

---

## 12. Contact Information

**Support:** support@mockupaws.com  
**Emergency:** +1-555-MOCKUP (24/7)  
**Sales:** sales@mockupaws.com  
**Status:** https://status.mockupaws.com

---

*This SLA is effective as of the date stated above and supersedes all previous agreements.*