Service Level Agreement
Last updated: February 13, 2026
This Service Level Agreement (“SLA”) describes HAIEC Inc.'s uptime commitments, support response times, and remedies for service disruptions. This SLA applies to paid subscription customers and supplements our Terms of Service.
Scope & Limitations
- This SLA applies to the HAIEC web application at haiec.com and its API endpoints.
- This SLA does not apply to free-tier accounts, beta features, or third-party integrations.
- Scheduled maintenance windows are excluded from uptime calculations.
- HAIEC is hosted on Vercel (serverless) and Neon (database). Our uptime is dependent on these providers' availability.
1. Platform Availability
HAIEC targets 99.9% monthly uptime for the web application and API endpoints.
| Monthly Uptime | Maximum Downtime | Service Credit |
|---|---|---|
| 99.9% – 100% | 43 minutes | None |
| 99.0% – 99.9% | 7.3 hours | 10% of monthly fee |
| 95.0% – 99.0% | 36.5 hours | 25% of monthly fee |
| Below 95.0% | > 36.5 hours | 50% of monthly fee |
Uptime is calculated as: (Total minutes in month - Downtime minutes) / Total minutes in month × 100.
2. Exclusions
The following are excluded from uptime calculations:
- Scheduled maintenance: Planned maintenance with at least 24 hours advance notice via email.
- Force majeure: Events beyond our reasonable control (natural disasters, government actions, internet backbone failures).
- Customer-caused issues: Outages caused by customer actions, including API abuse or exceeding rate limits.
- Third-party failures: Outages of third-party services (GitHub API, Stripe, etc.) that are outside HAIEC's control.
- Beta features: Features explicitly labeled as beta, preview, or experimental.
3. Support Response Times
| Severity | Definition | First Response | Resolution Target |
|---|---|---|---|
| Critical | Platform completely unavailable or data breach | 1 hour | 4 hours |
| High | Major feature unavailable, significant performance degradation | 4 hours | 1 business day |
| Medium | Feature partially impaired, workaround available | 1 business day | 3 business days |
| Low | Minor issue, cosmetic defect, feature request | 2 business days | 10 business days |
Business hours: Monday–Friday, 9:00 AM – 6:00 PM Eastern Time (US), excluding US federal holidays. Critical severity issues are monitored 24/7.
4. Service Credits
To request a service credit:
- Submit a request to support@haiec.com within 30 days of the incident.
- Include the date, time, and duration of the outage.
- HAIEC will verify the claim against our monitoring data.
- Approved credits are applied to the next billing cycle.
Service credits are the sole and exclusive remedy for failure to meet the uptime commitment. Credits may not exceed 50% of the monthly fee for the affected service.
5. Scheduled Maintenance
- Scheduled maintenance will be communicated at least 24 hours in advance via email to account owners.
- Maintenance windows are typically scheduled during low-traffic periods (weekends or evenings ET).
- Emergency maintenance may be performed without advance notice when necessary to address critical security issues.
6. Data Durability
- Database: Neon PostgreSQL with automated backups and point-in-time recovery.
- Backup frequency: Continuous WAL archiving with daily snapshots.
- Recovery point objective (RPO): Near-zero data loss for committed transactions.
- Recovery time objective (RTO): Target restoration within 1 hour for database failures.
Data durability guarantees are subject to Neon's infrastructure capabilities. Customers are encouraged to export critical compliance data regularly.
Contact Support
- Support: support@haiec.com
- Security incidents: security@haiec.com
- Status page: Service status is communicated via email to affected customers during incidents.