This Service Level Agreement ("SLA") describes the uptime commitments, response time guarantees, and credit policies for the Porter visitor management platform. This SLA applies to customers on Professional and Enterprise plans.
1. Overview
Porter commits to maintaining high availability and responsive support for all paid plans. "Downtime" is defined as a period where the core visitor check-in functionality is unavailable to end users, as measured by our monitoring systems.
Downtime does not include planned maintenance windows, issues caused by customer-side network or device failures, or force majeure events.
2. Uptime Commitment
| Plan | Monthly Uptime | Maximum Monthly Downtime |
|---|---|---|
| Professional | 99.9% | ~43 minutes |
| Enterprise | 99.95% | ~22 minutes |
Uptime is calculated on a calendar month basis. Monthly Uptime Percentage = ((Total Minutes in Month - Downtime Minutes) / Total Minutes in Month) x 100.
3. Response Times
Support requests are categorised by severity. Response times are measured from the time the request is received via our support channels during business hours (09:00 - 18:00 GMT, Monday to Friday), unless otherwise specified.
| Severity | Definition | Initial Response | Update Frequency |
|---|---|---|---|
| P1 — Critical | Service completely unavailable or data loss. All users affected. | 30 minutes | Every 30 minutes |
| P2 — High | Major feature unavailable or severely degraded. Most users affected. | 2 hours | Every 2 hours |
| P3 — Medium | Non-critical feature issue. Workaround available. Limited user impact. | 8 hours | Daily |
| P4 — Low | Minor issue, cosmetic defect, or feature request. | 24 hours | As needed |
Enterprise plan customers receive 24/7 P1 support with the same 30 minute response commitment.
4. Scheduled Maintenance
We perform scheduled maintenance to ensure the platform remains secure, reliable, and up-to-date.
- Advance notice: Minimum 72 hours for scheduled maintenance. Typically communicated via email and in-app notification.
- Maintenance window: Maintenance is scheduled during low-traffic periods, typically between 02:00 - 06:00 GMT on weekdays.
- Duration: Planned maintenance windows are limited to 60 minutes. Most maintenance is completed with zero downtime via rolling deployments.
- Emergency maintenance: In rare cases, emergency security patches may be applied with less than 72 hours notice. Affected customers will be notified as soon as possible.
Scheduled maintenance windows do not count toward downtime for SLA calculations.
5. Service Credits
If monthly uptime falls below the commitment for your plan, you are eligible for service credits applied to the following month's invoice.
| Monthly Uptime Percentage | Service Credit (% of monthly fee) |
|---|---|
| 99.0% - 99.9% (Professional) / 99.0% - 99.95% (Enterprise) | 10% |
| 95.0% - 98.99% | 25% |
| Below 95.0% | 50% |
To claim a service credit, contact [email protected] within 30 days of the end of the affected month. Credits are capped at 50% of the monthly subscription fee and cannot be exchanged for cash.
6. Exclusions
The following are not counted as Downtime for SLA purposes:
- Scheduled maintenance windows (as defined above)
- Outages caused by customer-side issues (network, device, browser incompatibility)
- Issues arising from customer misuse or non-compliance with documented API usage guidelines
- Third-party service outages (e.g. Stripe payment processing, email delivery) that are outside Porter's control
- Force majeure events including natural disasters, government actions, or widespread internet outages
- Beta or preview features that are explicitly marked as non-production
7. Monitoring & Reporting
Porter uses automated monitoring to track platform availability and performance.
- Health checks run every 60 seconds across all critical endpoints
- Automated alerts trigger our on-call engineering team when availability drops below threshold
- Enterprise customers can request monthly uptime reports from their account manager
8. Contact
For SLA-related inquiries, credit requests, or to report an outage:
- Support: [email protected]
- Emergency (P1): [email protected]
This SLA is subject to the terms of your Porter subscription agreement. In the event of a conflict, the subscription agreement takes precedence.