Service Level Agreement (SLA)
Applies to all Syntri customers except where superseded by an Enterprise contract.
1. Service Availability (Uptime Commitment)
99.5%
Monthly Uptime Commitment
Craft Intelligence commits to 99.5% monthly uptime excluding planned maintenance and events outside our reasonable control.
Uptime includes
- • User access to the platform
- • API availability
- • Dashboard availability
- • Data import/export functions
Downtime excludes
- • Planned maintenance (48-hour notice)
- • Emergency security patches
- • Issues caused by customer systems/networks
- • Force majeure events
2. Support Hours
Standard Support
Starter & Growth Plans
- Monday to Friday
- 08:00-18:00 (UK / SA time zones)
Enterprise Support
Premium Plan
- Extended hours
- Weekend support for critical issues
- Dedicated Customer Success Manager
3. Incident Severity Levels
Severity 1 (Critical - P1)
CriticalPlatform unavailable or core functionality down.
Response Time:1 hour
Resolution Target:24 hours
Severity 2 (High - P2)
HighMajor function impaired but workaround exists.
Response Time:2 hours
Resolution Target:2 business days
4. Maintenance Windows
Planned maintenance: Sundays 02:00-04:00 UTC
Minimum 48 hours notice provided
5. Backup & Data Protection
Daily automatic backups
Retained for 90 days
Geo-redundant storage
Multiple regions
RPO (Recovery Point Objective)
24 hours
RTO (Recovery Time Objective)
8 hours
6. Performance Commitments
Consistent matching engine performance
Fast data ingestion
Dashboard updates in near-real time
Accurate and stable API response times