Milenial Legal
Service Level Agreement
Uptime commitments, service credits, and support response times.
Updated 12/3/2025v1
Last Updated: December 3, 2025 · Effective Date: December 3, 2025
1. Service Availability
Milenial Procurments Inc. commits to 99.9% uptime for the Milenial Compliance Platform, measured monthly.
1.1 Uptime Calculation
Uptime % = ((Total Minutes - Downtime Minutes) / Total Minutes) × 100
1.2 Exclusions
- Scheduled maintenance (notified 48 hours in advance)
- Force majeure events
- Customer-caused issues
- Third-party service outages beyond our control
2. Service Credits
| Monthly Uptime | 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 |
Credits must be requested within 30 days of the incident.
3. Support Response Times
| Priority | Description | Initial Response | Resolution Target |
|---|---|---|---|
| P1 — Critical | Service unavailable | 15 minutes | 4 hours |
| P2 — High | Major feature impaired | 1 hour | 8 hours |
| P3 — Medium | Minor feature issue | 4 hours | 24 hours |
| P4 — Low | General inquiry | 24 hours | 72 hours |
4. Support Channels
- 24/7 Emergency: emergency@milenialinc.com
- Standard Support: support@milenialinc.com
5. Maintenance Windows
- Scheduled: Sundays 2:00–6:00 AM EST
- Emergency: As needed with immediate notification
6. Performance Metrics
- API response time: < 500ms (95th percentile)
- Page load time: < 3 seconds
- Compliance check processing: < 30 seconds
7. Contact
SLA inquiries: support@milenialinc.com