Operations
Service Level Agreement
Last updated: 13 April 2026
Quick summary: Deskr commits to 99.5% monthly uptime for the hosted platform, with response targets for incidents and clear service credits if we fall short.
1. Definitions
- Service — the hosted Deskr admin platform, member app, and public API.
- Uptime — minutes the Service is available divided by total minutes in the calendar month.
- Scheduled Maintenance — planned downtime announced ≥ 48 hours in advance.
- Incident — unplanned service degradation or outage.
2. Uptime commitment
| Tier | Monthly Uptime | Service Credit |
|---|---|---|
| ≥ 99.5% | Within target | None |
| 98.0% – 99.49% | Below target | 10% of monthly fee |
| 95.0% – 97.99% | Significant | 25% of monthly fee |
| < 95.0% | Severe | 50% of monthly fee |
3. Incident response
- Severity 1 (platform down): first response within 30 minutes, fix or mitigation within 4 hours.
- Severity 2 (major feature broken): first response within 2 hours, fix within 1 business day.
- Severity 3 (minor bug): first response within 1 business day, fix in next release.
4. Exclusions
The uptime commitment does not apply to downtime caused by:
- Scheduled maintenance announced in advance.
- Force majeure events (natural disasters, ISP outages, government action).
- Operator's own infrastructure (their internet, DNS, on-prem hardware).
- Misuse of the Service or violation of our Terms.
5. Claiming credits
To claim a service credit, email hello@deskr.in within 30 days of the incident. Approved credits are applied to the next invoice.
6. Status & reports
We publish a public status page and monthly uptime reports. Subscribe for real-time incident updates.