Service Level Agreement (SLA)

1.1 Uptime Commitment

WaveQuery commits to 95% uptime, excluding maintenance or force majeure events.

1.2 Support Response

WaveQuery provides support within 8 business hours.

1.3 Limitation on SLA

WaveQuery is a startup and may experience outages. Customer acknowledges that uptime commitments are aspirational and agrees that temporary disruptions do not constitute a breach.

1.4 Downtime Compensation

Whenever downtime occurs, free usage credits will be provided to the Customer.

1.5 Support Escalation Process

In case of issues, Customers should escalate as follows:

  • Tier 1: General support at support@wavequery.com
  • Tier 2: Assigned client account manager ([name]@wavequery.com)
  • Tier 3: Business leadership (amin@wavequery.com or luke@wavequery.com)
Back to Home