This SLA applies to customers on a paid plan. It does not apply to free trials.
Uptime commitment
We target 99.5% monthly availability of the application at https://app.fullpass.ai, measured by an external monitor checking the service every five minutes.
99.5% allows roughly 3 hours and 40 minutes of unavailability in a 30-day month. We publish a figure we can meet rather than one that sounds impressive.
What does not count as downtime
- Planned maintenance announced at least 48 hours in advance, capped at 4 hours a month and scheduled outside 08:00–18:00 Gulf Standard Time where possible.
- Faults in your own network, browser or LMS.
- Failures at a third party we depend on, where the cause is outside our control.
- Suspension of an account for breach of the Terms of Service.
Service credits
| Availability in the month | Credit |
|---|---|
| 99.5% or above | None due |
| 99.0% – 99.49% | 10% of that month's fee |
| 95.0% – 98.99% | 25% of that month's fee |
| Below 95.0% | 50% of that month's fee |
Request a credit within 30 days of the end of the affected month, by emailing info@fullpass.ai. Credits are applied to your next invoice. They are the sole remedy under this SLA.
Support response
| Severity | Meaning | First response |
|---|---|---|
| Critical | The service is unavailable or nobody can sign in | 4 working hours |
| High | A major feature is unusable with no workaround | 1 working day |
| Normal | Something is wrong but there is a way round it | 2 working days |
| Low | A question, or a request for a change | 5 working days |
Working hours are Sunday to Thursday, 09:00–17:00 Gulf Standard Time, excluding public holidays in Australia. Response times are for a first human reply, not for a resolution.
Data durability
Databases are backed up daily with point-in-time recovery. Our recovery point objective is 24 hours and our recovery time objective is 8 hours.
Getting in touch
Use the Support form inside the application, which reaches us with your account details attached, or email info@fullpass.ai.