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Last updated: March 14, 2024

Service Level Agreement (SLA)

1. Introduction

This Service Level Agreement (SLA) outlines the terms and conditions under which Renormalize.com provides services to its customers. It defines performance standards, support commitments, and customer responsibilities to ensure a high-quality experience.

Key terms:

  • Downtime: The period during which the service is unavailable.
  • Incident: An event that affects service performance or availability.
  • Response Time: The period within which Renormalize.com acknowledges a reported issue.

2. Scope of Services

Renormalize.com provides software solutions for engineering productivity analysis. This SLA covers:

  • Access to the Renormalize.com platform
  • Data analytics and reporting services
  • Customer support and troubleshooting

Exclusions: Third-party services, network failures outside Renormalize.com's control, and issues arising from customer-side misconfigurations.

3. Service Availability & Uptime

Renormalize.com guarantees an uptime of 99.9% per month, excluding scheduled maintenance. Downtime is measured in UTC.

Scheduled Maintenance: Customers will be notified at least 48 hours in advance for planned maintenance.

4. Support & Response Times

Support is available through the following channels:

  • Email: support@renormalize.com
  • Chat: Available on the platform
  • Phone Support (Enterprise plan only)
  • Live communication channel: Discord, Teams, Slack.

Response times:

  • Critical Issues (System Outage): Response within 1 hour
  • Major Issues (Performance Degradation): Response within 4 hours
  • Minor Issues (UI bugs, minor inconveniences): Response within 2 business days

5. Incident Management & Resolution

Customers can report incidents via the support channels. Renormalize.com follows these steps for resolution:

  1. Acknowledge the incident within the response time.
  2. Investigate and determine the cause.
  3. Implement a fix or workaround.
  4. Provide updates until resolution.

6. Performance Metrics & Monitoring

Key metrics monitored include:

  • System uptime percentage
  • Average request response time
  • Error rates

Performance reports are available upon request.

7. Maintenance & Updates

Renormalize.com regularly updates its platform for security and performance improvements.

Notifications for planned maintenance will be sent at least 48 hours in advance.

8. Customer Responsibilities

Customers are responsible for:

  • Ensuring stable internet connectivity.
  • Reporting issues with detailed descriptions.
  • Using the service within agreed-upon terms and conditions.

9. Data Security & Privacy

Renormalize.com follows industry-standard security practices, including:

  • Data Encryption: All data is encrypted at rest and in transit.
  • Regular Backups: Automated backups are performed daily.
  • Compliance: The service complies with GDPR and CCPA regulations.

10. Payment & Penalties

Renormalize.com operates on a subscription basis. Customers must adhere to payment terms.

SLA breach compensation: If uptime falls below 99.9%, customers may receive service credits.

11. Termination & Modifications

Renormalize.com reserves the right to update the SLA with prior notice.

Customers can terminate their service if Renormalize.com fails to meet commitments for three consecutive months.