Service Level Agreement
Last Updated: July 19, 2026
1. Purpose & Scope
This Service Level Agreement (“SLA”) outlines the performance metrics, availability commitments, and technical support frameworks provided by Garlic Collective for hosted customer platforms, custom web architectures, database synchronization integrations, and operational tools built under active service agreements.
2. Platform Availability Guarantee
Garlic Collective guarantees that hosted custom digital environments built and maintained by our engineering team will maintain a Monthly Uptime Percentage of at least 99.9%.
Monthly Uptime is computed by subtracting the percentage of 1-minute intervals during a calendar month in which the hosted custom environment is completely unresponsive from 100%. Service interruptions resulting from third-party hosting partners (such as database cloud network outages or email delivery downtime) will be tracked and mitigated under their respective platform SLAs.
3. Incident Response & Support Matrix
We prioritize support inquiries submitted through our official channels based on operational severity. The table below outlines our guaranteed initial response windows:
| Severity Level | Definition | Guaranteed Response |
|---|---|---|
| P1 - Critical Outage | Complete platform down, main user portal crash, or primary API failure. | Under 2 Hours |
| P2 - Major Feature Error | Core features (such as quote calculations or CRM integrations) failing with no workaround. | Under 8 Hours |
| P3 - Minor Incident | Intermittent layout bugs, visual misalignments, or simple editorial content issues. | Under 24 Hours |
4. Scheduled Maintenance Windows
To ensure platform security and database scalability, we carry out regular server updates and integrity checks.
- Standard Updates: Performed weekly during low-traffic periods (specifically Sunday between 12:00 AM and 4:00 AM UTC).
- Notice Period: We will provide at least 48 hours notice via email or console banner for any maintenance scheduled to exceed 15 minutes of service disruption.
5. Data Backup & Recovery
Garlic Collective maintains strict backup protocols to prevent data loss:
- Daily Backups: Database states and core system parameters are backed up automatically every 24 hours.
- Retention: Backups are retained securely for a rolling window of 30 days.
- Redundancy: Backups are isolated and stored in geographically separate cloud availability zones.