Guspora™
Service Level Agreement
Version 1.1 | Effective Date: March 8, 2026 | Last Updated: May 17, 2026
1. Uptime Guarantee
Guspora™ guarantees 99.9% uptime for the platform, measured monthly. Uptime is calculated as:
"Downtime" means the platform is materially unavailable to users, excluding scheduled maintenance windows and force majeure events.
2. Scheduled Maintenance
Planned maintenance windows will be communicated at least 48 hours in advance via email notification to account owners and a banner on the platform dashboard. Maintenance is typically scheduled during low-usage periods (Sunday 2:00–6:00 AM ET).
Scheduled maintenance does not count toward downtime calculations.
3. Support Response Times
| Severity | Description | Response Time | Resolution Target |
|---|---|---|---|
| Critical | Platform is completely unavailable or data is at risk | 4 hours | 8 hours |
| High | Major feature is non-functional; workaround not available | 24 hours | 48 hours |
| Normal | Feature issue with workaround available, or general questions | 48 hours | 5 business days |
| Low | Feature requests, cosmetic issues, documentation | 5 business days | Best effort |
Support is available via email at support@guspora.com and via in-app chat (Milo AI) during business hours (Monday–Friday, 8 AM–6 PM ET).
4. Service Credits
If monthly uptime falls below 99.9%, eligible customers may request prorated service credits:
| Monthly Uptime | Service Credit |
|---|---|
| 99.0% – 99.9% | 10% of monthly subscription fee |
| 95.0% – 99.0% | 25% of monthly subscription fee |
| Below 95.0% | 50% of monthly subscription fee |
For outages exceeding 72 consecutive hours, customers are eligible for a prorated refund of the affected period as described in our Refund Policy.
5. Credit Request Process
To request a service credit, email billing@guspora.com within 30 days of the incident with the affected dates and times. Credits are applied to the next billing cycle and do not carry over.
6. Exclusions
This SLA does not apply to: (a) features labeled as Beta or Preview; (b) third-party services (Stripe, Twilio, AWS outages beyond our control); (c) downtime caused by the customer's equipment, network, or misuse; (d) force majeure events; (e) donated or community-access accounts that do not carry a paid subscription fee.
7. Monitoring
Platform status is publicly available at guspora.com/support/status. We operate automated health checks against critical services (web, API, database, storage, email) and will post incident updates to the status page during an active incident. For incidents that affect a specific customer or tenant, we also notify affected account owners by email; broader incidents are also communicated to support@guspora.com subscribers.