Service Level Agreement
PipeRich's uptime commitments, support response times, and service credits
Service Level Agreement
Effective April 1, 2026
This Service Level Agreement ("SLA") describes PipeRich's uptime commitments, support response times, and remedies available when those commitments are not met. This SLA applies to customers on paid plans and forms part of the Terms of Service.
1. Service Availability
1.1 Uptime Commitment
PipeRich commits to the following monthly uptime percentages depending on your subscription plan:
| Plan | Monthly Uptime Commitment |
|---|---|
| Starter | 99.5% |
| Pro | 99.9% |
| Enterprise | 99.95% |
"Uptime" means the percentage of time during a given calendar month that the Services are available and operational, excluding scheduled maintenance windows and circumstances beyond PipeRich's reasonable control.
1.2 Downtime Definition
"Downtime" means any period of time during which the Services are unavailable due to a fault attributable to PipeRich. Downtime is measured from the time PipeRich confirms the incident to the time services are restored.
1.3 Status Page
PipeRich maintains a public status page at status.piperich.com where you can view current service status, incident history, and subscribe to status notifications.
2. Scheduled Maintenance
PipeRich may perform scheduled maintenance that temporarily impacts Service availability. We will:
- Provide at least 48 hours advance notice for maintenance windows via email and the status page
- Schedule maintenance during low-traffic periods (typically between 2:00 AM and 6:00 AM UTC on weekends)
- Limit individual maintenance windows to no more than 4 hours
- Exclude scheduled maintenance from uptime calculations
Emergency maintenance may be performed with shorter notice when necessary to address critical security vulnerabilities or prevent service degradation.
3. Support Response Times
3.1 Support Tiers
| Severity | Description | Pro Response | Enterprise Response |
|---|---|---|---|
| P1 - Critical | Service completely unavailable | 1 hour | 30 minutes |
| P2 - High | Major feature degraded, significant impact | 4 hours | 2 hours |
| P3 - Medium | Minor feature issue, workaround available | 1 business day | 4 hours |
| P4 - Low | General questions, feature requests | 2 business days | 1 business day |
Response times represent the time to first response from a PipeRich support engineer after a ticket is submitted. Enterprise customers receive 24/7 support for P1 and P2 incidents.
3.2 Submitting Support Requests
Support requests may be submitted via:
- In-app chat: Available within the PipeRich dashboard
- Email: support@piperich.com
- Enterprise support portal: Available for Enterprise customers
3.3 Business Hours
Standard business hours are Monday through Friday, 9:00 AM to 6:00 PM Eastern Time, excluding US public holidays. Enterprise P1/P2 support is available 24/7/365.
4. Service Credits
4.1 Credit Schedule
If PipeRich fails to meet the monthly uptime commitment, you are eligible to receive service credits according to the following schedule:
| Monthly Uptime Achieved | Service Credit |
|---|---|
| 99.0% to < committed level | 10% of monthly fee |
| 95.0% to < 99.0% | 25% of monthly fee |
| < 95.0% | 50% of monthly fee |
4.2 Requesting Credits
To receive service credits, you must submit a credit request within 30 days of the end of the affected month. Include in your request: the dates and times of the downtime, a description of the impact, and any supporting evidence.
Credit requests must be submitted to billing@piperich.com with the subject line "SLA Credit Request — [Month/Year]."
4.3 Credit Limitations
Service credits are your sole and exclusive remedy for any failure by PipeRich to meet the uptime commitment. Credits are applied to future invoices and have no cash value. Total credits in any calendar month shall not exceed 50% of the monthly fee for that month.
5. Exclusions
The uptime commitment does not apply to, and downtime does not include, unavailability resulting from:
- Scheduled maintenance windows as described in Section 2
- Circumstances beyond PipeRich's reasonable control, including natural disasters, acts of government, Internet service provider failures, and similar force majeure events
- Actions or omissions of Customer or its users, including misuse of the Services or failure to follow PipeRich's documentation
- Third-party service failures outside PipeRich's control
- Beta features or services explicitly identified as not covered by this SLA
- Free tier or trial accounts
6. Contact
For SLA-related questions or to submit a credit request, contact us at billing@piperich.com.
Enterprise customers may negotiate custom SLA terms through their Account Executive.