Service Level Agreement
Last updated: March 17, 2026
1. Uptime Commitment
Nfinit Monkeys LLC commits to maintaining 99.9% uptime for the FieldDay platform, measured monthly (excluding scheduled maintenance windows). This equates to no more than 43.8 minutes of unplanned downtime per month.
| Monthly Uptime | Service Credit |
|---|---|
| < 99.9% but ≥ 99.0% | 10% of monthly fee |
| < 99.0% but ≥ 95.0% | 25% of monthly fee |
| < 95.0% | 50% of monthly fee |
2. Scheduled Maintenance
Scheduled maintenance will be performed during low-traffic hours (Sundays 2:00 AM - 6:00 AM Eastern). We will provide at least 48 hours' advance notice for scheduled maintenance via email and in-app notification. Scheduled maintenance is excluded from uptime calculations.
3. Support Response Times
| Severity | Definition | Response Time | Resolution Target |
|---|---|---|---|
| Critical | Service down or data loss | 15 minutes | 4 hours |
| High | Major feature unavailable | 1 hour | 8 hours |
| Medium | Feature degraded, workaround available | 4 hours | 24 hours |
| Low | Minor issue or question | 8 hours | 72 hours |
Response times apply during business hours (Monday-Friday, 8 AM - 8 PM Eastern) for Team and Pro plans. Business plan customers receive 24/7 Critical and High severity support.
4. Data Protection
- Backups: Automated daily backups with 30-day retention. Point-in-time recovery available within 7 days.
- Disaster Recovery: Recovery Point Objective (RPO) of 1 hour. Recovery Time Objective (RTO) of 4 hours.
- Encryption: TLS 1.3 in transit, AES-256 at rest.
- Data Centers: AWS US-East (Virginia) with multi-AZ redundancy.
5. Service Credits
To request a service credit, submit a claim to support@fielddaysystems.com within 30 days of the incident. Include the date, time, duration, and description of the outage. Credits are applied to future invoices and do not exceed 50% of the monthly fee.
6. Exclusions
This SLA does not apply to: (a) scheduled maintenance; (b) force majeure events; (c) issues caused by your equipment, network, or third-party services; (d) beta or preview features; (e) abuse or misuse of the Service; (f) DNS or network issues outside our control.
7. Contact
Support: support@fielddaysystems.com
Emergency (Critical issues, Business plan): (248) 355-5100