This Service Level Agreement applies to all active subscription plans.
This SLA is for informational purposes only and does not create contractual obligations.
Service Availability
We aim to maintain high availability of our website and customer dashboard.
- Target uptime: ≥ 99% availability on a monthly basis
- Scheduled maintenance may occur periodically and may result in temporary service interruptions
- Unscheduled downtime may occur due to factors beyond our control
Exclusions
Availability targets do not apply to interruptions caused by:
- Third-party hosting providers (e.g., GoDaddy)
- Internet service disruptions
- Software updates (e.g., WordPress updates, plugin updates)
- Security incidents or mitigation efforts (including tools like Wordfence)
- Force majeure events
Customer Support Response Times
We strive to provide prompt and helpful support.
- Target response time: within 24 hours of receipt
- Typical response time: within minutes to a few hours
Support channels include:
- SMS / text messaging
- Messaging platforms (e.g., WhatsApp, Signal)
Response times are measured during normal business operations and may vary during weekends or holidays.
Document Processing Time Commitment
For documents received from the FAA on behalf of customers:
- Target processing time: same to one business day of receipt
- Process includes:
- Digitization
- Upload to customer dashboard
Exceptions
Processing times may be affected by:
- Volume of incoming documents
- Incomplete or unclear documentation
- External delays from the FAA or other agencies
Data Access & Dashboard
Customers are provided access to a secure online dashboard for viewing uploaded documents and account information.
We aim to ensure:
- Timely availability of uploaded documents
- Secure access to customer data
However, we do not guarantee uninterrupted access at all times.
Monitoring & Security
We use commercially reasonable tools and practices to monitor uptime and maintain system security, including:
- Hosting infrastructure monitoring via GoDaddy
- Security and firewall tools (e.g., Wordfence)
- Backup and recovery solutions
Despite these measures, no system can be guaranteed to be completely secure or uninterrupted.
Service Credits / Remedies
This SLA is a best-effort policy only.
- No service credits, refunds, or penalties are automatically provided for failure to meet target service levels
- Any remedies are provided solely at our discretion
Modifications
We may update or modify this SLA at any time. Continued use of our Services constitutes acceptance of the current version.
Relationship to Terms
This SLA is supplemental to our Terms and Conditions.
In the event of a conflict, the Terms and Conditions shall prevail.
Contact Us
For questions about this SLA: Email: [email protected]