Service Level Agreement
Exhibit B to the Master Service Agreement
Last updated: March 16, 2026 · All Legal Documents
This Service Level Agreement (“SLA”) is incorporated into and governed by the Master Service Agreement (“Agreement”) between Switch Labs LC (“Service Provider”) and the Client identified in the applicable Order Form. Capitalized terms not defined herein have the meanings given in the Agreement.
1. Platform Availability
- Uptime Target. Service Provider commits to 99.9% monthly uptime for the production Services (“Uptime Target”). Uptime is calculated as:Uptime % = ((Total Minutes in Month - Downtime Minutes) / Total Minutes in Month) × 100
- Downtime Definition. “Downtime” means any period during which the production API or Dashboard is unavailable for more than five (5) consecutive minutes, as measured by Service Provider’s external monitoring systems.
- Exclusions. The following are not counted as Downtime:
- Scheduled maintenance windows (with at least 48 hours’ advance notice via email or Dashboard notification)
- Outages caused by Client’s systems, networks, or third-party services outside Service Provider’s control
- Force majeure events as defined in the Agreement
- Bureau system outages or Bureau-imposed maintenance windows
- Issues caused by Client’s misuse of the Services or violation of the Acceptable Use Policy
- Sandbox environment unavailability
2. Service Credits
If Service Provider fails to meet the Uptime Target in any calendar month, Client is eligible for a service credit applied to future invoices:
| Monthly Uptime | Service Credit (% of Monthly Fees) |
|---|---|
| 99.0% – 99.89% | 5% |
| 95.0% – 98.99% | 10% |
| 90.0% – 94.99% | 25% |
| Below 90.0% | 30% |
- Credit Cap. Total service credits in any calendar month shall not exceed 30% of Client’s monthly fees for that month.
- Credit Request. Client must request service credits in writing within 30 days of the month in which the Downtime occurred. Credits are applied to the next invoice and are not redeemable for cash.
- Sole Remedy. Service credits are Client’s sole and exclusive remedy for failure to meet the Uptime Target.
3. Performance Targets
| Metric | Target |
|---|---|
| API Response Time (validation endpoints, p95) | < 500ms |
| API Response Time (batch submission, p95) | < 2,000ms |
| File Processing (per 10,000 records) | < 60 seconds |
| Bureau Submission (from scheduled time) | Within 4 hours |
| Webhook Delivery (initial attempt) | < 30 seconds from event |
| CRA Response Parsing (from file receipt) | Within 2 hours |
Performance targets are goals, not guarantees. They are not subject to service credits but are monitored and reported to enterprise clients upon request.
4. Support
4.1 Support Tiers
| Standard | Priority | Dedicated | |
|---|---|---|---|
| Availability | Business hours (9am-6pm ET, Mon-Fri) | Extended (7am-10pm ET, Mon-Fri) | 24/7/365 |
| Channels | Email, Dashboard | Email, Dashboard, Slack | Email, Dashboard, Slack, Phone |
| Named Contacts | 2 | 5 | Unlimited |
| Account Manager | Shared | Named | Dedicated |
| Quarterly Reviews | — | Included | Included |
| Slack Connect | — | Included | Included |
4.2 Severity Levels & Response Times
| Severity | Definition | Standard | Priority | Dedicated |
|---|---|---|---|---|
| P1 — Critical | Services completely unavailable; Bureau submissions blocked; data loss or security breach | 2 hours | 1 hour | 30 min |
| P2 — High | Major feature degraded; Bureau submission delayed; validation errors on valid data | 4 hours | 2 hours | 1 hour |
| P3 — Medium | Non-critical feature issue; workaround available; Dashboard UI issue | 1 business day | 4 hours | 2 hours |
| P4 — Low | General question; feature request; minor cosmetic issue | 2 business days | 1 business day | 4 hours |
Response times are measured from the time the support request is received during the applicable support window. Response times represent initial acknowledgment, not resolution.
5. Scheduled Maintenance
- Service Provider will provide at least 48 hours’ advance notice of scheduled maintenance via email and/or Dashboard notification.
- Scheduled maintenance will be performed during low-traffic windows (typically Saturday 2:00–6:00 AM ET) whenever commercially feasible.
- Emergency maintenance (required to address security vulnerabilities or prevent imminent service degradation) may be performed with less than 48 hours’ notice, but Service Provider will provide as much advance notice as practicable.
- Service Provider will target no more than 4 hours of scheduled maintenance per calendar month.
6. Incident Communication
- Service Provider will maintain a status page for real-time service status and incident updates.
- For P1 and P2 incidents, Service Provider will provide updates at least every 30 minutes until the issue is resolved or mitigated.
- A post-incident report (root cause analysis) will be provided within 5 business days for any P1 incident or any incident causing Downtime exceeding 30 minutes.
7. Business Continuity & Disaster Recovery
- Backups. Service Provider performs automated daily backups of all Client Data with point-in-time recovery capability.
- Recovery Point Objective (RPO). Maximum data loss of 1 hour under disaster conditions.
- Recovery Time Objective (RTO). Target of 4 hours to restore full service functionality following a disaster event.
- Geographic Redundancy. Production data is replicated across multiple availability zones within the United States.
- DR Testing. Service Provider tests disaster recovery procedures at least annually and will share results with Client upon reasonable request.
8. Reporting
For Priority and Dedicated support tiers, Service Provider will provide monthly or quarterly reports (as specified in the Order Form) including:
- Uptime percentage and any Downtime incidents
- API response time percentiles (p50, p95, p99)
- Bureau submission success/rejection rates
- Support ticket volume and resolution times
- Validation error trends
This SLA is Exhibit B to the Master Service Agreement. See also: Order Form (Exhibit A) | Data Processing Addendum (Exhibit C) | Acceptable Use Policy (Exhibit D)