Service Level Agreement (SLA)

Effective Date: 2025-05-31

Last Updated: 2025-05-31

This Service Level Agreement (SLA) outlines the response times and availability commitments for Cloud Posse’s support services. This SLA applies to customers with active support agreements and is subject to the terms outlined in Cloud Posse’s Support Terms and Payment Terms.

1. Definitions

Business Hours: The hours during which Cloud Posse provides support services: Monday–Friday, 9:00 AM – 5:00 PM PT, excluding U.S. public holidays.
Subscriber: The Subscriber refers to the entity that has purchased services from Cloud Posse. References to “you” or “your” in this Agreement refer to the Subscriber. The Subscriber is responsible for ensuring compliance with these terms by all Authorized Users.
Authorized User: An Authorized User is anyone employed by the Subscriber, either as an employee or contractor. For support tiers that include Slack, an Authorized User is any individual in the dedicated private Slack channel between our teams. For Essential Support plans, Authorized Users must be explicitly listed with their full legal name, email address, and GitHub username. Machine users (accounts used primarily for automation) are not considered Authorized Users for support purposes, do not receive priority support, and automated support requests are not covered.
Support Request: A request for assistance submitted by an Authorized User.
- Community Support Request: A Support Request that is submitted via public channels (e.g., GitHub Discussions, GitHub Issues, SweetOps Slack, Public Office Hours) and related to Cloud Posse’s open-source projects.
- Essential Support Request: A Support Request that is submitted under the "Essential Support" category in Cloud Posse’s GitHub Discussions Forums.
- Flexible Support Request: A Support Request that is planned and scheduled in advance as part of the Subscriber’s Flexible Support plan. These requests are not available on demand and are handled based on Cloud Posse’s availability and existing commitments.
- Priority Support Request: Submitted via the designated private Slack channel.
- Platform Advisory Request: A Support Request that is submitted via the designated Platform Advisory channels (such as the private Platform Advisory Slack channel or scheduled Platform Advisory Zoom sessions).
Support Hours: The total number of hours allocated for support under a given support plan. These hours determine the extent of assistance available for Priority Support Requests.
Support Availability: The percentage of time during Business Hours when Cloud Posse support personnel are available to respond to support requests within the SLA-defined response times. Availability may be affected by planned maintenance, staff shortages, or unforeseen circumstances. Delays caused by exceeding fair usage limits are not considered a lack of availability.
U.S. Public Holidays: The federal holidays observed by Cloud Posse, during which support services are not available:
- New Year’s Day (January 1)
- Martin Luther King Jr. Day (3rd Monday in January)
- Washington’s Birthday (3rd Monday in February)
- Memorial Day (Last Monday in May)
- Independence Day (July 4)
- Labor Day (1st Monday in September)
- Veterans Day (November 11)
- Thanksgiving Day (4th Thursday in November)
- Day After Thanksgiving (4th Friday in November)
- Christmas Day (December 25)
Cloud Posse may have reduced availability during the week before, the week of, and the week after these holidays.

1. Support Commitments

Cloud Posse provides support through different tiers, each with specific response time commitments. All response times are based on Cloud Posse’s standard Business Hours.

1.1. Community Support SLA (Best Effort)

No Service Level Agreement (SLA): Cloud Posse may, at its discretion, monitor community chat channels and discussions to provide assistance when appropriate. However, Cloud Posse is not obligated to respond, and response times may vary. Messages submitted via community chat channels or discussions may receive delayed responses or no response at all.

Paid support plans do not modify or extend SLAs for Community Support Requests, which remains strictly best-effort. No priority support is provided unless requests are submitted through the designated procedures for paid support.

1.1 Essential Support SLA (Two-Business-Day Response Time)

Cloud Posse aims to respond to Essential Support Requests within two (2) business days.

Requests are processed sequentially; multiple concurrent requests may result in staggered responses.
SLA commitments apply to up to one (1) request per day or ten (10) requests per month.
Requests exceeding these limits are not covered under this SLA but may receive a response as availability allows.
Only support requests submitted under the "Essential Support" category under Cloud Posse's GitHub Discussions Forum are eligible under this SLA. Requests made through email, GitHub Issues, Slack, or other platforms are not covered.

1.2 Priority Support SLA (Same-Day Response Time)

Cloud Posse aims to respond to Priority Support Requests within four (4) business hours, subject to the Subscriber's available accrued support hours.

Up to three (3) requests per day or ten (10) requests per month are covered under this SLA.
Requests are processed sequentially; multiple concurrent requests will be handled one at a time.
Requests received after 2:00 PM PT will receive a response by 10:00 AM PT the following business day.
Only support requests submitted via the dedicated private Slack support channel are eligible under this SLA. Requests made through email, GitHub Issues, or other platforms are not covered.

Prioritized Bug Fixes: When a Priority Support Request identifies a bug in any Cloud Posse Service, and the bug can be systematically reproduced by either you or Cloud Posse, Cloud Posse will initiate efforts to rectify the bug within two (2) business days of receiving the request.

The time required for remediation depends on the scope and complexity of the bug fix.
If remediation exceeds the client’s available support hours, additional hours must be purchased or the work may be deferred.
This commitment is subject to resource availability, as detailed in Section 3 and Section 4.

1.3 Platform Advisory SLA (Same-Day Response Time)

Cloud Posse aims to respond to Platform Advisory Requests within four (4) business hours.

Up to three (3) requests per day or ten (10) requests per month are covered under this SLA.
Requests are processed sequentially; multiple concurrent requests will be handled one at a time.
Requests received after 2:00 PM PT will receive a response by 10:00 AM PT the following business day.
Only requests submitted through the designated Platform Advisory channels (such as the private Platform Advisory Slack channel or scheduled Platform Advisory Zoom sessions) are eligible under this SLA. Requests made through email, GitHub Issues, or other platforms are not covered.

2. Fair Usage & Scheduling

To ensure fair distribution of support resources, Subscribers are expected to:

Use support hours steadily throughout the month rather than accumulating last-minute requests.
Submit requests with sufficient detail to allow for efficient resolution.
Prioritize critical requests appropriately to avoid excessive escalation.

Cloud Posse reserves the right to reschedule or defer support requests if:

The request volume exceeds the SLA limits.
There is a high volume of last-minute end-of-month requests.
Production incidents requiring immediate attention take priority.

Cloud Posse does not guarantee resolution of reported issues, bug fixes, patches, or feature requests submitted via GitHub Discussions, Issues, or any other support channel. All resolutions, patches, and fixes are provided solely at Cloud Posse’s discretion based on internal priorities and resource availability.

3. Limitations of Support

3.1 No Emergency Support

CLOUD POSSE DOES NOT WARRANT THAT ITS PERSONNEL WILL BE AVAILABLE ON SHORT NOTICE IN THE EVENT OF AN EMERGENCY. RESPONDING TO URGENT INCIDENTS OR SERVICE OUTAGES SHALL REMAIN THE SOLE RESPONSIBILITY OF THE SUBSCRIBER.

3.2 No On-Call Support

Cloud Posse does not provide 24/7 monitoring, on-call support, or after-hours incident response. All support is provided during standard business hours.

4. Availability

Cloud Posse aims to ensure Support Availability for at least 95% of standard business hours per year. This does not include delays due to ticket volume exceeding fair usage thresholds.

4.1 Business Hours

Monday–Friday, 9:00 AM – 5:00 PM PT
Excludes U.S. public holidays

4.2 Observed U.S. Holidays

Cloud Posse does not provide support on the following U.S. holidays:

New Year’s Day (January 1)
Martin Luther King Jr. Day (3rd Monday in January)
Washington’s Birthday (3rd Monday in February)
Memorial Day (Last Monday in May)
Independence Day (July 4)
Labor Day (1st Monday in September)
Veterans Day (November 11)
Thanksgiving Day (4th Thursday in November)
Day After Thanksgiving (4th Friday in November)
Christmas Day (December 25)

(*) Cloud Posse may have reduced availability during the week before, the week of, and the week after these holidays.

5. Amendments & Modifications

Cloud Posse reserves the right to update this SLA periodically. Any material changes will be communicated to Subscribers via email or an announcement on our website. Any material changes to this SLA will take effect no sooner than 30 days from the date of the announcement, unless the change is required to comply with legal or regulatory requirements.

For questions regarding this SLA, please contact [email protected].

5.1 Cancellation of Support Plans

Upon cancellation of a paid support plan, the SLA commitments for response times and availability will no longer apply. Requests made after the cancellation date will be treated as Community Support Requests and are not subject to response time commitments.