Service Level Agreement
Version 1.1 · February 2026
1. Service Availability
RPR Technologies LLC ("Provider") commits to 99.5% monthly availability for the DDash platform, measured as:
((Total Minutes in Month − Downtime Minutes) / Total Minutes in Month) × 100
Downtime excludes: scheduled maintenance (Sundays 12:00–4:00 AM Pacific, 48 hrs notice), emergency maintenance for critical security/stability, customer's CCaaS platform outages, customer network/browser issues, and force majeure events.
2. Service Credits
| Monthly Availability | Credit (% of Monthly Fee) |
|---|---|
| 99.0% – 99.49% | 5% |
| 95.0% – 98.99% | 10% |
| 90.0% – 94.99% | 20% |
| Below 90.0% | 30% |
Credits applied to next invoice. Maximum credit: 30% of monthly fee. Credits are sole remedy for downtime.
3. Performance Targets
Performance targets are goals, not SLA commitments. Credits apply only to availability.
| Metric | Target |
|---|---|
| Real-time latency | Sub-100ms (agent status to wallboard) |
| Webhook processing | < 500ms from receipt to dashboard update |
| API response time | < 1 second (95th percentile) |
| SSE reconnection | Automatic, < 5 seconds |
4. Support Response Times
| Severity | Definition | Response | Resolution |
|---|---|---|---|
| 1 — Critical | Platform-wide outage | 1 hour | 4 hours |
| 2 — High | Major feature impaired | 4 bus. hours | 1 bus. day |
| 3 — Medium | Non-critical bug | 1 bus. day | 3 bus. days |
| 4 — Low | Cosmetic / enhancement | 2 bus. days | Best effort |
5. Exclusions
This SLA does not apply to: free trials, sandbox/demo environments, features in beta, customer-caused issues, or third-party platform outages (Dialpad, Vonage, AWS regional failures).
6. Credit Requests
Customer must request credits within 30 days of the incident. Requests to support@rprtechnologies.com with date, time, and description. Provider verifies against monitoring data and applies credits within one billing cycle.
7. SLA Availability
This SLA is available on Enterprise tier by default and on Professional tier by request. Starter and Business tiers receive best-effort availability without contractual SLA.
DDash is a product of RPR Technologies LLC.