Service Level Agreement (SLA)

Last updated: June 26, 2026

1. Service Commitment

LabAnimal is committed to providing highly available service to paid subscribers. This SLA defines our service availability targets and compensation measures.

2. Service Availability

99.9%
Starter Plan
99.95%
Professional Plan
99.99%
Enterprise Plan

Service availability is calculated monthly using the formula:
Availability = (Total minutes - Downtime minutes) / Total minutes × 100%

3. Scheduled Maintenance

Scheduled maintenance does not count as downtime. We will:

  • Notify scheduled maintenance 72 hours in advance
  • Schedule maintenance during off-peak hours (UTC 02:00-06:00) when possible
  • Limit scheduled maintenance to no more than 4 hours per month

4. Incident Response Times

Severity Definition Response Time Resolution Time
P0 - Critical Service completely unavailable 15 minutes 4 hours
P1 - High Core features unavailable 1 hour 8 hours
P2 - Medium Non-core features malfunctioning 4 hours 24 hours
P3 - Low Minor issue or inquiry 24 hours 72 hours

5. Service Credits

If we fail to meet the committed service availability, you are eligible for the following service credits:

Monthly Availability Service Credit
99.0% - 99.9% 10% of monthly fee
95.0% - 99.0% 25% of monthly fee
Below 95.0% 50% of monthly fee

Service credits are issued as account credit and can be used toward future subscription fees. The maximum service credit is capped at 50% of the monthly subscription fee.

6. Requesting Credits

To request a service credit, you must submit a request to support@labanimal.tech within 30 days of the service interruption, including:

  • Affected service and time period
  • Affected account information
  • Description of the impact on your business

7. Exclusions

The following do not count as service interruptions:

  • Scheduled maintenance (with advance notice)
  • Service interruptions caused by user actions
  • Force majeure events (natural disasters, wars, etc.)
  • Third-party service failures (e.g., PayPal payment gateway)
  • DNS or network provider issues
  • User's network connectivity issues

8. Support Channels

You can get technical support through the following channels:

9. SLA Changes

We may update this SLA. Significant changes will be communicated to paid users 30 days in advance. Changes will not retroactively affect existing subscription contracts.