Service Level Agreement
Service availability, maintenance, incident response, and service-credit terms applicable to eligible IOBend Services.
SLA Framework & Contractual Scope
This Service Level Agreement ("SLA") sets forth the availability targets, maintenance policies, incident response classifications, and remedies applicable to hosted IOBend cloud services provided by IOBend Technologies Private Limited.
Public Targets vs. Contractual Guarantees: Public plan descriptions specify target operational availability goals. Contractual availability commitments and service-credit entitlements apply exclusively to Enterprise customers pursuant to an executed Enterprise Order Form and master agreement incorporating this SLA.
Service Scope & Local Tooling Boundaries
Availability commitments apply strictly to production instances of the following IOBend-hosted cloud endpoints:
- IOBend Web Application & Management Console
- IOBend Cloud API Gateways & Control Plane
- Managed Artifact & Package Repository Endpoints
- Centralized Authentication & Identity Gateways
Local developer tools are executed on customer-controlled workstations and are not part of cloud availability calculations:
- Local IOBend CLI execution (
iobend doctor,iobend container) - Customer local Docker daemon, Colima, or Podman engines
- Customer-managed developer workstations and local networks
- Customer-connected third-party cloud accounts or external git repos
Plan-Level Service Commitments
Comparison of service expectations, availability targets, and support channels across subscription tiers.
| Plan Tier | Availability Commitment | Critical Incident Target | Support Channels | Service Credits |
|---|---|---|---|---|
HobbyINDIVIDUAL SCALE | No SLA / Best Effort | Community Support | Community Documentation & Public Channels | Not Applicable |
ProPROFESSIONAL SCALE | Target Availability (99.5% Target) | Standard Response Target | Standard Email Support (support@iobend.com) | Not Applicable |
TeamTEAM SCALE | Target Availability (99.9% Target) | Priority Response Target | Priority Support & Web Ticketing | As Specified in Order Form |
EnterpriseENTERPRISE SCALE | Contractual SLA (Defined in Order Form) | Prioritized Enterprise Response (Defined in SLA) | Dedicated Enterprise Support Channels | Eligible Under Executed Enterprise Agreement |
Availability Measurement Methodology
Availability Definition: Availability means the percentage of time during a calendar month in which the applicable production Service is operational and accessible from IOBend's designated service endpoints, measured according to IOBend's monitoring systems.
Measurement Period
Availability is calculated over each full calendar month starting from 00:00:00 UTC on the first day to 23:59:59 UTC on the last day of the calendar month.
Outage Qualification
An outage is defined as complete continuous unavailability or an HTTP 5xx error rate exceeding 5% on core production API endpoints across consecutive monitoring intervals, excluding SLA Exclusions.
Incident Severity Classification
IOBend classifies technical issues and service disruptions into four severity tiers based on business impact and functional degradation.
Complete or substantial production service outage affecting core platform availability with no immediate operational workaround.
Significant performance degradation or core feature failure affecting critical workflows where partial workaround may exist.
Non-critical feature malfunction, configuration issue, or minor service degradation with minimal business impact.
General support inquiry, cosmetic bug, documentation request, or platform feedback.
Response Time means the elapsed duration from when an incident ticket is acknowledged and assigned to technical personnel. Resolution Time refers to the time required to mitigate or permanently resolve the underlying issue. While IOBend works diligently to resolve incidents promptly, resolution times depend on technical complexity and are not guaranteed unless expressly specified in an executed Enterprise Agreement.
Maintenance Protocols & SLA Exclusions
Scheduled Maintenance
Routine platform upgrades and infrastructure maintenance announced in advance via the status dashboard or administrative notifications. Scheduled maintenance periods are excluded from availability calculations.
Emergency Maintenance
Unscheduled maintenance required to remediate critical security vulnerabilities, prevent severe platform degradation, or respond to urgent operational threats. Emergency maintenance is excluded from downtime.
Exclusions from Uptime Calculations
Availability calculations, performance targets, and service-credit claims do not apply to downtime or performance degradations caused by:
- Scheduled or emergency maintenance performed in accordance with this SLA;
- Customer workstation failures, local Docker daemon issues, or local network misconfigurations;
- Customer-controlled cloud accounts, customer-configured external repositories, or third-party webhooks outside IOBend's direct operational control;
- Usage exceeding documented plan capacity, API rate limits, or fair use policies defined in the Acceptable Use Policy;
- Customer actions, omissions, or unauthorized modifications to IOBend configurations;
- Beta, preview, experimental, or free-tier services;
- Force Majeure events (including natural disasters, civil unrest, government actions, armed conflict, widespread telecommunications or internet transit failures).
Enterprise Service Credit Framework
Where an executed Enterprise Agreement or Order Form provides for contractual service credits, credits will be calculated and applied as set forth in the applicable contractual agreement.
Claim Submission Requirements
To submit a service-credit request, the customer must submit a written claim to support@iobend.com within thirty (30) days following the end of the affected calendar month, including incident timestamps, affected endpoints, and diagnostic telemetry.
Sole & Exclusive Remedy
Unless otherwise stipulated in an executed Enterprise Agreement, the issuance of contractual service credits constitutes the customer's sole and exclusive financial remedy for any failure by IOBend to meet applicable availability commitments.
Live System Telemetry & Support Inquiries
Track real-time platform telemetry on our Status Dashboard or reach out to our support and engineering teams for SLA inquiries.