Service Level Agreement
Last Updated: December 2, 2025
Version 1
Operational
Service Level Agreement
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
Phone: Available for P1/P2 issues
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: sla@milenialinc.com