📋 Service Level Agreement

1. Overview

This Service Level Agreement ("SLA") describes DataPingo's commitment to providing reliable and high-quality services to our customers. This agreement applies to all DataPingo products and services, including DataPingo Sheets Connector.

2. Service Availability

2.1 Uptime Commitment

DataPingo commits to maintaining a minimum service availability of:

• 99.5% uptime for all production services on a monthly basis
• Planned maintenance windows excluded from uptime calculations
• Uptime measured from DataPingo's monitoring systems

2.2 Planned Maintenance

Scheduled maintenance will be performed during off-peak hours (typically weekends) with at least 48 hours advance notice to customers via email or in-app notifications.

3. Performance Standards

3.1 Response Times

• API Response Time: 95% of API calls will respond within 2 seconds
• Data Processing: Real-time alerts delivered within 5 minutes of trigger conditions
• Synchronization: Data sync between Google Sheets and connected platforms within 10 minutes

3.2 Data Accuracy

DataPingo maintains 99.9% data accuracy for all processed information, with automated validation and error detection systems in place.

4. Support Response Times

Priority Level	Description	Response Time	Resolution Target
Critical	Service completely unavailable or security breach	1 hour	4 hours
High	Major functionality impaired	4 hours	24 hours
Medium	Minor functionality issues	1 business day	3 business days
Low	General inquiries and feature requests	2 business days	5 business days

5. Service Level Credits

5.1 Availability Credits

If DataPingo fails to meet the 99.5% uptime commitment, customers may be eligible for service credits:

• 99.0% - 99.49% uptime: 10% service credit
• 98.0% - 98.99% uptime: 25% service credit
• Below 98.0% uptime: 50% service credit

5.2 Credit Request Process

To request service level credits, customers must submit a support ticket within 30 days of the qualifying incident. Credits will be applied to the following month's service charges.

6. Exclusions

This SLA does not apply to service unavailability caused by:

• Scheduled maintenance performed with proper notice
• Factors outside DataPingo's reasonable control (force majeure events)
• Third-party service provider outages (Google, Slack, Microsoft Teams)
• Customer's internet connectivity or infrastructure issues
• Misuse of DataPingo services or violation of Terms of Service
• Beta or preview features clearly marked as such

7. Monitoring and Reporting

7.1 Service Monitoring

DataPingo continuously monitors service availability and performance using automated systems and third-party monitoring tools.

7.2 Status Page

Real-time service status and incident updates are available at our status page. Customers can subscribe to notifications for service updates.

7.3 Monthly Reports

Upon request, DataPingo will provide monthly service level reports showing uptime statistics and performance metrics.

8. Data Security and Privacy

8.1 Data Protection

DataPingo maintains enterprise-grade security measures including encryption at rest and in transit, regular security audits, and compliance with industry standards.

8.2 Privacy Compliance

All data processing complies with applicable privacy laws including GDPR, CCPA, and other regional data protection regulations. See our Privacy Policy for detailed information.

9. Business Continuity

9.1 Disaster Recovery

DataPingo maintains comprehensive disaster recovery procedures with:

• Regular automated backups of all customer data
• Geographically distributed infrastructure
• Recovery Time Objective (RTO) of 4 hours
• Recovery Point Objective (RPO) of 1 hour

10. Limitation of Liability

DataPingo's liability for any service level failures is limited to the service level credits specified in this agreement. In no event shall DataPingo's total liability exceed the amount paid by the customer for the affected service during the 12 months preceding the incident.

11. Agreement Updates

DataPingo reserves the right to modify this SLA with 30 days written notice to customers. Continued use of DataPingo services after the effective date constitutes acceptance of the updated terms.