Applies to Growth, Premium and Ultra plans (sites with the uptime SLA tier flag). Essentials sites are hosted on the same Vercel infrastructure but carry no formal uptime commitment. Best-effort only.
Change-Ticket Turnaround Targets
The following turnaround times are targets we hold ourselves to, measured in business days (Mon–Fri, US Eastern, excluding federal holidays). They are not contractual guarantees of delivery time on any individual ticket; complex requests, requests requiring client clarification, and requests outside our scope (see What counts as a change ticket below and our Acceptable Use Policy) may extend turnaround.
| Plan | Target change-ticket turnaround |
|---|---|
| Essentials | 4 business days |
| Growth | 2 business days |
| Premium | 1 business day, white-glove priority |
| Ultra | 1 business day, white-glove priority |
These are operational targets, not contractual guarantees. If we fall short on a calendar-month basis (below 80% of in-scope tickets hitting target), affected customers may request a service credit, reviewed in good faith, of 5% of that month’s hosting fee. Ticket credits and uptime credits are counted together against the single monthly cap of 30% of that month’s hosting fee described under Uptime below. They are stated here in their own terms rather than by reference to the uptime table: that table is a function of monthly uptime percentage and yields no value at all for a missed ticket, so pointing at it left this remedy uncomputable.
What counts as a change ticket
In-scope:
- Content updates (text, images, layout adjustments within an existing template);
- Service-location additions and edits;
- Blog and article publishing;
- Templated page additions (re-using an existing template);
- Breakfix on platform-managed components;
- Routine maintenance and security updates.
Out of scope (separate quote required, not subject to the change-ticket SLA):
- New custom templates or page designs;
- New integrations or custom functionality;
- Brand-new design systems or redesigns;
- Migrations, imports, or data engineering work;
- Ongoing marketing-campaign activity (SEO, PPC, social, email);
- Email configuration or hosting;
- Ecommerce replatforming or complex workflows.
Blocker SLA
A separate, accelerated SLA applies to tickets the customer marks as “blockers”: issues stopping the site from functioning. Blocker SLAs run in parallel with the standard change-ticket SLA and override it for in-scope blocker tickets.
Target blocker response and resolution
| Plan | Target blocker turnaround |
|---|---|
| Essentials | 1 business day |
| Growth | Same business day (≤ 8 business hours) |
| Premium | ≤ 4 business hours |
| Ultra | ≤ 4 business hours |
Business hours are Mon–Fri, US Eastern, excluding federal holidays.
What counts as a blocker
In-scope (subject to the Blocker SLA):
- Site is fully down or returning 5xx errors on the home page or any indexed marketing page;
- Login or account access is broken across the site;
- Payment processing is broken (if applicable to the tenant’s site);
- Forms are not submitting or not delivering leads to the configured destination;
- Critical SEO regression: robots.txt is blocking the entire site, or the sitemap is malformed and de-indexed;
- SSL/TLS certificate has expired or is failing for any production hostname.
Out of scope (regular change-ticket SLA applies, see Change-Ticket Turnaround Targets above):
- Visual nits, typo fixes, single-image swaps, color or style changes;
- Content additions, new pages or template variations;
- “Can we add another page” / “I have an idea for the homepage” requests;
- Custom builds, integrations, redesigns, migrations (these are quote-based projects; see Out of scope above).
Fair-use guardrail on blocker designation
Customers mark a ticket as a blocker in the CMS dashboard. We honor every reasonable blocker designation at face value, including ones that turn out, on inspection, not to meet the in-scope criteria above. Sustained misuse (more than approximately three (3) false-positive blocker designations in a thirty (30) day window) triggers a conversation about right-sizing the plan or the workflow, not a penalty. We will not unilaterally re-classify or refuse a ticket without contacting the customer.
Credits for missed blocker SLA targets
If we fall short of the blocker turnaround target on a single in-scope blocker ticket, affected customers may request a service credit, reviewed in good faith, of 1/30th of that month’s hosting fee per missed blocker (the equivalent of one calendar day of service, stated as money so it is computable). Multiple missed blockers in a calendar month aggregate and count, together with any ticket and uptime credits, against the single monthly cap of 30% of that month’s hosting fee.
4.1 Target
We target 99.9% monthly uptime for the production endpoint of hosted sites. This is a service target, not a guarantee.
4.2 Service credits
Service credits are the sole and exclusive remedy for missed uptime; must be requested in writing within 30 days of the affected month; issued as account credit, not cash; and do not apply to AI overage, support, or third-party charges.
| Monthly uptime | Credit (% of that month’s hosting fee) |
|---|---|
| 99.0% to < 99.9% | 5% |
| 95.0% to < 99.0% | 10% |
| < 95.0% | 25% |
Total credits in any month are capped at 30% of that month’s hosting fee.
4.3 Exclusions
The following are excluded from uptime measurement and from any credit:
- Outages of upstream/third-party providers (including Vercel, Supabase, DNS, CDN, AI, and payment providers).
- DNS configuration changes the Customer makes outside the platform.
- Customer content, code, or configuration.
- DDoS or attack traffic.
- Scheduled or emergency maintenance (notice given where practicable).
- Force majeure.
- Any suspension under §6 (AUP) or §3/§7 (non-payment).
4.4 Essentials
Essentials sites are hosted on the same Vercel infrastructure as Growth, Premium and Ultra, but carry no contractual uptime commitment. Availability is best-effort only and is not eligible for service credits under §4.2.
How to file a claim
Email info@1digitalagency.com with subject “SLA credit request — [tenant name] — [month]”. Include the affected date(s) and approximate downtime window. We’ll cross-check against our uptime probes and Vercel status, then apply the credit (or send a written denial with the measured figure) within 10 business days.