# 1. 99.9% Uptime Commitment
Certifada guarantees 99.9% Monthly Uptime Percentage for API issuance and public verification services for Pro and Enterprise plan subscribers.
# 2. Scheduled Maintenance Windows
Scheduled maintenance occurs during low-traffic periods (Saturdays 02:00–04:00 GST). Customers receive a minimum of 48 hours advance notice via the status dashboard.
# 3. Technical Support Response SLAs
| Priority Tier | Target Response Time | Target Resolution Time |
|---|---|---|
| P1 - Critical Outage | < 30 Minutes | < 4 Hours |
| P2 - Major Degradation | < 2 Hours | < 12 Hours |
| P3 - Minor Issue | < 8 Hours | < 48 Hours |
| P4 - Inquiry | < 24 Hours | < 72 Hours |
# 4. Service Credits
If Monthly Uptime falls below 99.9%, eligible subscribers receive service credits equal to 10% to 30% of their monthly subscription fee applied to future billing cycles.