Service Level Agreement (SLA)

Last updated: March 28, 2026

1. Service Commitments

TunX commits to the following service levels for paid users:

  • Availability: Monthly uptime target of 99.5%
  • Data Backups: Automatic backup every 12 hours, retained for 14 days
  • Security Updates: Critical vulnerabilities patched within 24 hours

2. Response Times

PriorityDescriptionFirst Response
P0 CriticalService completely unavailableWithin 1 hour
P1 HighCore functionality severely impairedWithin 4 hours
P2 MediumNon-core feature issuesWithin 24 hours
P3 LowInquiries and suggestionsWithin 48 hours

3. Maintenance Windows

Scheduled maintenance occurs Tuesdays 02:00-04:00 UTC with 48-hour advance notice.

4. Compensation

If monthly uptime falls below 99.5%, paid users may request proportional service credit.

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