1. Overview and Scope
This Support Policy and Service Level Agreement (“SLA”) governs the support services and uptime commitments provided by Datafi Labs, Inc. (“Datafi,” “we,” “us,” or “our”) to customers (“you” or “your”) who have entered into a valid subscription agreement for the Datafi platform.
This SLA applies to all production instances of the Datafi platform, including its AI/data processing services, APIs, dashboards, and related infrastructure. It does not apply to free-tier accounts, beta features, sandbox environments, or third-party integrations unless explicitly stated in your subscription agreement.
This SLA is subject to the terms of your Terms of Service and Privacy Policy. In the event of a conflict, the terms of your subscription agreement shall prevail.
2. Support Tiers
Datafi offers three support tiers. The tier applicable to your account is determined by your subscription plan.
2.1 Standard Support
- Availability: Monday through Friday, 9:00 AM to 6:00 PM PT (excluding U.S. public holidays)
- Channels: Email ([email protected]) and support portal
- Response times: P1 Critical — 4 business hours; P2 High — 8 business hours; P3 Medium — 2 business days; P4 Low — 4 business days
- Included with: All paid subscription plans
2.2 Professional Support
- Availability: Monday through Friday, 7:00 AM to 10:00 PM PT (excluding U.S. public holidays)
- Channels: Email ([email protected]), support portal, and live chat
- Response times: P1 Critical — 1 hour; P2 High — 4 business hours; P3 Medium — 1 business day; P4 Low — 2 business days
- Dedicated support engineer: Named point of contact for your account
- Included with: Professional and Business plans
2.3 Enterprise Support
- Availability: 24 hours a day, 7 days a week, 365 days a year
- Channels: Email ([email protected]), support portal, live chat, and dedicated phone line
- Response times: P1 Critical — 15 minutes; P2 High — 1 hour; P3 Medium — 4 business hours; P4 Low — 1 business day
- Dedicated support team: Named Technical Account Manager (TAM) and priority engineering escalation
- Quarterly business reviews: Proactive performance and roadmap discussions
- Included with: Enterprise plans
3. Service Level Agreement
Datafi commits to a 99.9% monthly uptime for all production services covered under this SLA. This means that in any given calendar month, the Datafi platform will be available and operational for no less than 99.9% of the total minutes in that month.
This commitment applies to the core Datafi platform services, including data ingestion, processing pipelines, AI model inference endpoints, API gateway, and the web-based dashboard.
3.1 Uptime Calculation
Monthly uptime percentage is calculated using the following formula:
Uptime % = ((Total Minutes in Month - Downtime Minutes) / Total Minutes in Month) x 100
“Downtime” is defined as any period of five (5) or more consecutive minutes during which the Datafi platform is materially unavailable to you, as verified by our internal monitoring systems. Intermittent or isolated errors that do not prevent core functionality do not constitute Downtime.
3.2 Exclusions
The following are excluded from Downtime calculations and do not count against the uptime commitment:
- Scheduled maintenance: Pre-announced maintenance windows performed in accordance with Section 8 of this SLA
- Force majeure: Events beyond Datafi’s reasonable control, including but not limited to natural disasters, acts of war or terrorism, pandemics, government actions, power outages, internet backbone failures, and failures of third-party cloud infrastructure providers
- Customer-caused issues: Outages resulting from your misuse of the platform, misconfiguration, or actions that violate our Acceptable Use Policy
- Third-party failures: Unavailability of third-party services, APIs, or data sources not operated by Datafi
- Emergency security maintenance: Urgent patches required to address critical security vulnerabilities, provided we use commercially reasonable efforts to minimize disruption
4. Service Credits
If Datafi fails to meet the 99.9% uptime commitment in any calendar month, you may be eligible for service credits applied to your next billing cycle. Service credits are calculated as a percentage of the monthly fees attributable to the affected services.
4.1 Credit Schedule
- Uptime below 99.9% but at or above 99.0%: 10% credit of the affected month’s fees
- Uptime below 99.0% but at or above 95.0%: 25% credit of the affected month’s fees
- Uptime below 95.0%: 50% credit of the affected month’s fees
4.2 Requesting Service Credits
To receive service credits, you must submit a written request to [email protected] within thirty (30) days of the end of the calendar month in which the Downtime occurred. Your request must include:
- Your account name and subscription ID
- The dates and times of the Downtime events
- A description of how the Downtime impacted your use of the platform
Datafi will review all credit requests and respond within ten (10) business days. Our internal monitoring data will be the authoritative source for determining uptime and Downtime.
4.3 Credit Limitations
- Service credits are the sole and exclusive remedy for any failure to meet the uptime commitment
- Credits may not exceed 50% of the monthly fees for the affected services in any single calendar month
- Credits are non-transferable and may not be converted to cash or any other form of payment
- Credits will be applied to future invoices only and will not be issued as refunds
- Customers with overdue balances are not eligible for service credits until their account is current
5. Support Channels
Datafi provides the following support channels based on your support tier:
5.1 Email Support
All customers may reach our support team at [email protected]. Emails are triaged and assigned a severity level based on the information provided. For fastest resolution, include your account ID, a detailed description of the issue, and any relevant screenshots or logs.
5.2 Support Portal
All customers have access to the Datafi Support Portal, where you can submit tickets, track the status of open issues, browse our knowledge base, and access platform documentation. The portal is available 24/7.
5.3 Live Chat
Available to Professional and Enterprise customers. Live chat provides real-time access to support engineers during your tier’s coverage hours.
5.4 Phone Support
Available exclusively to Enterprise customers. A dedicated phone line is provided to your Technical Account Manager as part of your onboarding. Phone support is available 24/7 for P1 Critical issues.
6. Severity Levels
All support requests are classified by severity level. The assigned severity determines response and resolution targets.
6.1 P1 — Critical
- Definition: The Datafi platform is completely unavailable or a critical business function is non-operational with no workaround available. Data loss or security breach is occurring or imminent.
- Response target: Standard — 4 hours; Professional — 1 hour; Enterprise — 15 minutes
- Resolution target: Standard — 8 hours; Professional — 4 hours; Enterprise — 2 hours
- Escalation: Automatically escalated to senior engineering staff. Continuous effort until resolved.
6.2 P2 — High
- Definition: A major feature or function is severely impaired. A workaround may exist but is not sustainable for ongoing operations. Significant performance degradation affecting multiple users.
- Response target: Standard — 8 hours; Professional — 4 hours; Enterprise — 1 hour
- Resolution target: Standard — 24 hours; Professional — 12 hours; Enterprise — 8 hours
- Escalation: Escalated to engineering lead if not resolved within the resolution target window.
6.3 P3 — Medium
- Definition: A non-critical feature is not functioning as expected. A reasonable workaround is available. The issue affects a limited number of users or a non-essential workflow.
- Response target: Standard — 2 business days; Professional — 1 business day; Enterprise — 4 hours
- Resolution target: Standard — 5 business days; Professional — 3 business days; Enterprise — 2 business days
- Escalation: Reviewed during standard support team triage cycles.
6.4 P4 — Low
- Definition: General questions, minor cosmetic issues, documentation requests, or feature enhancement suggestions. No impact on current operations.
- Response target: Standard — 4 business days; Professional — 2 business days; Enterprise — 1 business day
- Resolution target: Best effort; may be addressed in a future release cycle
- Escalation: Tracked in the product backlog for prioritization.
7. Severity Reclassification
Datafi reserves the right to reclassify the severity of a support ticket based on our assessment of the issue’s scope and impact. If you disagree with a reclassification, you may request a review through the escalation procedures outlined in Section 9.
8. Scheduled Maintenance
Datafi performs scheduled maintenance to ensure the reliability, security, and performance of the platform.
8.1 Maintenance Windows
- Standard maintenance: Performed during off-peak hours, typically between 12:00 AM and 6:00 AM PT on weekends
- Advance notice: A minimum of forty-eight (48) hours’ notice will be provided via email and the support portal for all scheduled maintenance
- Duration: We target a maximum of four (4) hours per maintenance window and make commercially reasonable efforts to minimize service disruption
8.2 Emergency Maintenance
In rare cases, emergency maintenance may be required to address critical security vulnerabilities or prevent imminent data loss. We will provide as much advance notice as is reasonably practicable and will communicate updates throughout the maintenance period.
8.3 Maintenance Notifications
Maintenance notifications will be sent to the technical contacts registered on your account. It is your responsibility to keep these contact details current. Notifications are delivered via email and posted on the Datafi status page.
9. Escalation Procedures
If you are not satisfied with the progress or resolution of a support issue, the following escalation path is available:
9.1 Escalation Levels
- Level 1 — Support Team: Your initial point of contact. All tickets begin here and are handled by our frontline support engineers.
- Level 2 — Support Manager: If the issue is not resolved within the target resolution time, or if you are unsatisfied with the response, you may request escalation to a Support Manager by replying to your ticket or contacting [email protected] with “ESCALATION” in the subject line.
- Level 3 — Engineering Lead: For persistent or complex technical issues, the Support Manager may involve a senior engineering lead to provide direct investigation and remediation.
- Level 4 — VP of Engineering / Executive Sponsor: For unresolved critical issues or systemic concerns, escalation to executive leadership is available. Enterprise customers may engage their Technical Account Manager to initiate this level of escalation.
9.2 Escalation Response Times
Each escalation level will acknowledge receipt and provide a status update within two (2) business hours of the escalation request. Escalations for P1 Critical issues are acknowledged within thirty (30) minutes.
10. Limitations and Exclusions
This SLA does not apply in the following circumstances:
- Features or services labeled as “alpha,” “beta,” “preview,” or “experimental”
- Free-tier or trial accounts
- Issues arising from your use of the platform in a manner inconsistent with our documentation or Acceptable Use Policy
- Issues caused by your hardware, software, network infrastructure, or third-party applications
- Requests for custom development, consulting, or professional services outside the scope of your subscription
- Unavailability resulting from actions taken at your direction, including requested configuration changes
- API rate limit enforcement in accordance with your plan’s published limits
- Issues resulting from your failure to implement recommended updates, patches, or security configurations
Datafi reserves the right to modify this Support Policy and SLA at any time. Material changes will be communicated via email at least thirty (30) days before they take effect. Continued use of the platform after the effective date constitutes acceptance of the revised terms. Changes will not apply retroactively to service credit claims already submitted.
For all support inquiries, service credit requests, or escalations, please contact us:
- Email: [email protected]
- Support Portal: Available through your Datafi dashboard
- Mailing address: Datafi Labs, Inc., 314 Williams Ave South #1245, Renton, WA 98057, United States
For questions about your subscription, billing, or legal terms, please refer to our Terms of Service or Privacy Policy.
