This Service Level Agreement ("SLA") defines the service availability commitments and support response times for the Is It Me? network monitoring platform operated by One IT Consulting.
| Plan | Uptime Target | Measurement Period |
|---|---|---|
| Free | Best effort (no guarantee) | N/A |
| Starter | 99.0% | Monthly |
| Professional | 99.5% | Monthly |
| Enterprise | 99.9% | Monthly |
Uptime is measured as the percentage of time the portal and API are accessible, excluding:
| Severity | Description | Professional | Enterprise |
|---|---|---|---|
| P1 — Critical | Service completely down, no monitoring data | 2 hours | 30 minutes |
| P2 — High | Major functionality impaired, alerts not firing | 4 hours | 1 hour |
| P3 — Medium | Partial functionality issue, workaround available | 1 business day | 4 hours |
| P4 — Low | Minor issue, feature request, general enquiry | 2 business days | 1 business day |
Response times are measured during business hours (08:00–17:00 SAST, Monday–Friday), except for Enterprise plan which includes 24/7 P1 support.
| Plan | Channels |
|---|---|
| Free | Community support (email, best effort) |
| Starter | Email support |
| Professional | Email + priority queue |
| Enterprise | Email + phone + dedicated account manager + 24/7 P1 |
Scheduled maintenance is performed during the following windows:
We will notify customers via email and in-app banner at least 48 hours before scheduled maintenance.
If we fail to meet the uptime commitment for your plan, you may request a service credit as follows:
| Monthly Uptime | Service Credit |
|---|---|
| Below target but ≥ 99.0% | 10% of monthly fee |
| Below 99.0% but ≥ 95.0% | 25% of monthly fee |
| Below 95.0% | 50% of monthly fee |
To claim a service credit, you must notify us within 30 days of the incident. Credits are applied to your next billing cycle and are not refundable as cash.
This SLA does not apply to:
Support: support@isitme.co.za
Enterprise support: enterprise@isitme.co.za
Status page: status.isitme.co.za