Taps.IM
ENTERPRISEService Level
Agreement
Our commitment to delivering enterprise-grade reliability, security, and support for your mission-critical communications infrastructure.
Service Level Commitments
We guarantee enterprise-grade reliability with measurable service levels and financial backing
Uptime Guarantee
Maximum 52.6 minutes of downtime per year
Critical Response
Response time for security incidents
Issue Resolution
Average resolution time for critical issues
Security Monitoring
Continuous threat detection and response
Support Tiers
Choose the support level that matches your organization's needs
Enterprise Premium
Dedicated support for mission-critical deployments
Enterprise Standard
Comprehensive support for enterprise deployments
Professional
Essential support for professional teams
Incident Classification
We classify and respond to incidents based on their impact to your business operations
Critical (P1)
Service unavailable or severe security incident
High (P2)
Significant functionality impaired
Medium (P3)
Minor functionality affected
Low (P4)
Enhancement requests and general questions
SLA Terms & Conditions
Detailed terms governing our service level commitments
1. Uptime Guarantee
TapsIM guarantees 99.99% uptime for all core messaging services, measured monthly. Uptime is calculated as the percentage of time the service is available and accessible to users during the measurement period.
Service Credits for Downtime:
- β’ 99.9% - 99.99%: 10% service credit
- β’ 99.0% - 99.9%: 25% service credit
- β’ Below 99.0%: 50% service credit
2. Security Incident Response
Our security team monitors all systems 24/7/365 and responds to security incidents according to the following timeline:
Critical Security Events
Initial response within 15 minutes, with immediate customer notification and mitigation steps.
Security Alerts
Response within 2 hours with detailed analysis and recommended actions.
3. Data Protection & Recovery
TapsIM implements comprehensive data protection measures with the following guarantees:
Real-time Backup
Continuous data replication
< 1 Hour RTO
Recovery Time Objective
< 15 Min RPO
Recovery Point Objective
4. Support Channels & Escalation
Multiple secure communication channels are available for different types of support requests:
Emergency & Critical Issues
- π 24/7 Emergency Hotline
- π Secure Escalation Portal
- π§ [email protected]
General Support
- π¬ Support Portal
- π Knowledge Base
- π Training Resources
5. Limitations & Exclusions
This SLA does not apply to service interruptions caused by:
- β’ Scheduled maintenance (with 48-hour advance notice)
- β’ Customer configuration errors or network issues
- β’ Third-party services or internet connectivity issues
- β’ Force majeure events or circumstances beyond our control
- β’ Denial of service attacks or other malicious activities
π Scheduled Maintenance
Maintenance windows are scheduled during low-usage periods with 48-hour advance notice. Emergency security patches may be applied with reduced notice for critical vulnerabilities.
Need Custom SLA Terms?
Enterprise customers can negotiate custom SLA terms to meet specific compliance and operational requirements.