mockupAWS/docs/SLA.md

mockupAWS Service Level Agreement (SLA)

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

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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

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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)

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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	-	-	✓

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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

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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

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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)

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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)

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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

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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

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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

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11. Agreement Updates

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

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12. Contact Information

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

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