Service Level Agreement
Service Level Agreement
Last Updated: August 25, 2026
This Service Level Agreement ("SLA") is part of your agreement with Dynamanic LLC for the CaseLens service (the "Service").
1. Service Availability
1.1 Uptime Commitment
We commit to 99.5% monthly uptime for the Service, measured as:
Uptime % = (Total Minutes - Downtime Minutes) / Total Minutes × 100
1.2 Exclusions
The following are excluded from uptime calculations:
- Scheduled maintenance (with 48 hours notice)
- Emergency maintenance for security or stability
- Customer-caused issues
- Force majeure events
- Third-party service outages beyond our control
2. Service Credits
If we fail to meet the uptime commitment, you are eligible for service credits:
| Monthly Uptime | Service Credit |
|---|---|
| 99.0% - 99.5% | 10% of monthly fee |
| 95.0% - 99.0% | 25% of monthly fee |
| 90.0% - 95.0% | 50% of monthly fee |
| Below 90.0% | 100% of monthly fee |
2.1 Claiming Credits
- Submit a request within 30 days of the incident
- Provide incident details and impact description
- Credits applied to the next billing cycle
- Maximum credit: 100% of monthly fee
3. Performance Targets
3.1 Response Times
| Operation | Target | Measurement |
|---|---|---|
| Page Load | < 2 seconds | 95th percentile |
| Search Query | < 5 seconds | 95th percentile |
| Document View | < 3 seconds | 95th percentile |
| Export Generation | < 30 seconds/doc | Average |
3.2 Processing Throughput
| Operation | Target |
|---|---|
| Document Ingestion | 1,000 docs/hour |
| OCR Processing | 500 pages/hour |
| AI Analysis | 100 docs/hour |
4. Support Services
4.1 Support Hours
- Standard: Monday-Friday, 9 AM - 6 PM ET
- Priority: Monday-Friday, 7 AM - 10 PM ET
- Enterprise: Extended coverage as specified in your order form
Support is provided by email. Response-time targets below are measured in
business hours within your plan's support-hours window.
4.2 Response Times (business hours)
| Severity | Standard | Priority | Enterprise |
|---|---|---|---|
| Critical (P1) | 8 business hours | 4 business hours | 2 business hours |
| High (P2) | 1 business day | 8 business hours | 4 business hours |
| Medium (P3) | 2 business days | 1 business day | 1 business day |
| Low (P4) | 5 business days | 2 business days | 2 business days |
4.3 Severity Definitions
- Critical (P1): Service unavailable, no workaround
- High (P2): Major feature unavailable, impacts work
- Medium (P3): Feature degraded, workaround available
- Low (P4): Minor issue, informational
5. Maintenance
5.1 Scheduled Maintenance
- Performed during low-usage periods
- 48 hours advance notice (minimum)
- Typically Sunday 2-6 AM ET
5.2 Emergency Maintenance
- May occur without notice for security issues
- Notification as soon as practicable
- Post-incident report provided
6. Data Protection
6.1 Backup Schedule
| Data Type | Frequency | Retention |
|---|---|---|
| Database | Daily | 30 days |
| Documents | Daily | 90 days |
| Configurations | Daily | 30 days |
6.2 Recovery Objectives
- RPO (Recovery Point Objective): 24 hours
- RTO (Recovery Time Objective): 8 business hours
7. Security
7.1 Security Measures
- Automated security monitoring and alerting
- Tamper-evident audit logging
- Periodic security reviews
- Documented incident response procedures
7.2 Incident Response
| Phase | Target Time |
|---|---|
| Detection | < 4 business hours |
| Response | < 8 business hours |
| Containment | < 24 hours |
| Resolution | < 72 hours |
| Post-mortem | < 5 business days |
8. Reporting
8.1 Status Page
- Real-time status at: status.caselens.dynamanic.io
- Subscribe to notifications
- Historical uptime reports
8.2 Monthly Reports
Enterprise customers receive:
- Uptime and availability metrics
- Performance statistics
- Support ticket summary
- Security incident summary
9. Contact
Support:
- Email: support@dynamanic.io
- Service status: https://caselens.dynamanic.io/status
Emergency:
- Emergency email escalation for Enterprise customers, as specified in your order form
This SLA is incorporated into and subject to the Terms of Service.