Service Level Agreement
1. Uptime SLAs
| Tier | Monthly Uptime | Measurement Period |
|---|---|---|
| Starter | Best effort | Monthly |
| Growth | 99.9% | Monthly |
| Scale | 99.9% | Monthly |
| Enterprise | 99.99% | Monthly |
2. Performance SLAs
| Metric | P95 Target | Critical Threshold |
|---|---|---|
| VTO render (flagship, WiFi) | 1.0 s | > 2.0 s = rollback |
| VTO render (mid-range, 4G) | 1.5 s | > 3.0 s = rollback |
| APv4 download (4G, 500 KB) | 400 ms | > 1000 ms |
| Sizing recommendation | 200 ms | > 1000 ms |
| Module A processing | 90 s/SKU | > 300 s = PagerDuty |
| Module B onboarding | 30 s | > 60 s = PagerDuty |
| App cold start (mid-range) | 2.0 s | > 3.5 s |
| B2B API uptime | 99.99%/mo | < 99.9% |
3. Support Response Times
| Tier | Initial Response | Channel |
|---|---|---|
| Starter | 2 business days | |
| Growth | 8 business hours | Email + Slack |
| Scale | 4 business hours | Email + Slack + Video |
| Enterprise | 1 business hour | Dedicated CSM + Slack Connect |
4. Incident Classification
- P0 (Full Outage): VTO completely unavailable. All customers affected. Response: immediate.
- P1 (Degraded Service): VTO available but latency exceeds P95 threshold, or error rate elevated. Response: 30 minutes.
- P2 (Non-Critical): Partial feature degradation not affecting core try-on. Response: 4 business hours.
- P3 (Cosmetic): UI/UX issues, non-functional bugs. Response: next business day.
5. SLA Credit Schedule
For Growth, Scale, and Enterprise customers, uptime breaches below the committed SLA are compensated with service credits:
- Downtime 0.1% – 0.5% below SLA: 10% of monthly fee as service credit
- Downtime 0.5% – 1.0% below SLA: 25% of monthly fee as service credit
- Downtime > 1.0% below SLA: 50% of monthly fee as service credit (maximum)
Credits are applied to the next invoice. Credits are the sole remedy for SLA breaches unless Anproba's aggregate breach constitutes a material breach under the Master Terms.
P0 incidents additionally accrue: 10% monthly fee credit per cumulative hour of downtime, capped at 50% monthly fee credit.
6. Maintenance Windows
Scheduled maintenance occurs on Sundays, 02:00–04:00 CET. Anproba provides at least 72 hours' advance notice for planned maintenance via the merchant dashboard and email. Scheduled maintenance does not count against uptime SLA calculations.
7. SLA Exclusions
The following are excluded from SLA calculations: force majeure events (including acts of war, terrorism, natural disasters, pandemic); incidents caused by the Merchant's misuse of the API or exceeding rate limits; third-party service outages outside Anproba's reasonable control where no feasible mitigation exists; scheduled maintenance within notified windows; free trial or Starter plan downtime.