Service Level Agreement

This Service Level Agreement (SLA) outlines the support standards RootThrive provides to clients on active maintenance agreements, monthly growth retainers, or hosting contracts. Support covers application bugs, server crashes, security patch updates, and minor text/image edits.

New feature additions, custom design redesigns, database migrations, and major functional additions are treated as separate out-of-scope projects and are not covered under standard maintenance SLAs.

We prioritize support tickets based on severity. Response times represent the maximum duration before a growth strategist or developer begins actively resolving your issue:

🔴 High Severity (System Offline / Checkout Broken): Response time under 2 hours. Resolution updates sent every 60 minutes.

🟡 Medium Severity (Specific Feature Error / Partial Bug): Response time under 4 hours. Resolved within 24 hours.

🟢 Low Severity (Text Edits / Simple UI Changes): Response time under 24 hours. Resolved within 48 hours.

We target a 99.9% server uptime for websites, mobile app backends, and CRM databases hosted on our managed cloud servers (AWS, Google Cloud, Vercel, or DigitalOcean). Uptime metrics are tracked using external monitoring systems.

Uptime guarantees do not cover server disruptions caused by third-party API outages, client domain registration expiration, user credential leaks, or billing failures on client-owned cloud accounts.

To keep systems secure, database backups, security patches, and server upgrades are performed during off-peak hours (typically Sunday 12:00 AM – 4:00 AM IST). Clients are notified at least 24 hours in advance of any scheduled maintenance that may cause temporary system downtime.

If a critical bug is not resolved within the SLA window, clients can trigger our escalation protocol. The issue will be escalated directly to our Technical Lead for immediate code remediation and manual server hotfixes.