1. Service Availability
Uptime Commitment
Free Tier
99%
~7.2 hours downtime/month
Pro Tier
99.5%
~3.6 hours downtime/month
Premium Tier
99.9%
~43 minutes downtime/month
Enterprise Tier
99.95%
~22 minutes downtime/month
2. Performance Metrics
Audio Stream Latency
- Target: < 5 seconds end-to-end
- Maximum: < 15 seconds during peak times
Video Stream Quality
- Resolution: Up to 1080p (Pro+)
- Bitrate: Adaptive 500kbps - 6Mbps
- Framerate: 30fps standard, 60fps Pro+
API Response Time
- Average: < 200ms
- 95th Percentile: < 500ms
- 99th Percentile: < 1000ms
Page Load Time
- Initial Load: < 3 seconds
- Navigation: < 1 second
3. Support Response Times
| Priority Level | Description | Response Time | Resolution Target |
|---|
| Critical | Service down, major outage | 15 minutes | 4 hours |
| High | Major feature broken | 1 hour | 24 hours |
| Medium | Functionality impaired | 4 hours | 3 business days |
| Low | General questions, minor issues | 24 hours | 5 business days |
4. Maintenance Windows
Scheduled Maintenance
- Frequency: Monthly (first Tuesday, 2-6 AM UTC)
- Notice: 7 days advance notification
- Duration: Maximum 4 hours
- Impact: Service may be unavailable or degraded
Emergency Maintenance
- Notice: As soon as possible (typically 1-2 hours)
- Reason: Critical security patches or urgent bug fixes
- Exclusion: Not counted against uptime SLA
5. Service Credits
If we fail to meet our SLA commitments, you may be eligible for service credits:
| Monthly Uptime % | Service Credit |
|---|
| 99.0% - 99.89% | 10% of monthly fee |
| 98.0% - 98.99% | 25% of monthly fee |
| 95.0% - 97.99% | 50% of monthly fee |
| < 95.0% | 100% of monthly fee |
To Claim Service Credits:
- Submit claim within 30 days of incident
- Provide documentation of downtime experienced
- Credits applied to future billing cycles
- Maximum credit: 100% of one month's service fee
6. Exclusions
This SLA does not apply to:
- Scheduled maintenance windows
- Service unavailability due to factors outside our control (force majeure)
- Issues caused by your equipment, software, or internet connection
- Unauthorized access to your account
- Violations of our Terms of Service
- Free tier users (best-effort basis)
- Beta features marked as experimental
7. Monitoring and Reporting
Real-Time Status
View current service status at: status.peachesradio.com
Incident Reports
Detailed post-mortem reports published within 72 hours of major incidents
Monthly Reports
Premium and Enterprise customers receive monthly uptime reports
8. Data Backup and Recovery
Backup Frequency
- • Continuous real-time replication
- • Daily snapshots retained for 30 days
- • Weekly snapshots retained for 90 days
Recovery Time Objective (RTO)
- • Free/Pro: 4 hours
- • Premium: 2 hours
- • Enterprise: 1 hour
Recovery Point Objective (RPO)
- • All tiers: Maximum 1 hour of data loss
- • Enterprise: Maximum 15 minutes
9. Security and Compliance
- SOC 2 Type II certified data centers
- GDPR and CCPA compliant
- ISO 27001 security standards
- PCI DSS Level 1 for payment processing
- Regular third-party security audits
- Data encrypted in transit and at rest
10. Contact
For SLA-related questions or to report issues:
24/7 Support: support@peachesradio.com
Status Page: status.peachesradio.com
Critical Issues: +1-XXX-XXX-XXXX
This SLA is subject to change with 30 days notice. Current version always available online.