Service Levels
SLA targets for availability and support
Effective date: March 4, 2026 · Last updated: March 4, 2026
99%
Monthly uptime target
24h
P0 first response
48h
Planned maintenance notice
Priority-based
Support model
Summary
This page describes TrySimmer's service level targets for availability and support responsiveness. These targets reflect our standard operations. If you have a signed customer agreement that defines different service levels, that agreement controls.
Availability (Uptime) Target
Monthly Availability Target
TrySimmer targets 99.0% monthly availability for the production service.
How we calculate availability
Availability % = (Total minutes − Unavailable minutes) ÷ Total minutes × 100
Measured monthly. "Unavailable" = production not reachable or majority of requests failing (see exclusions below).
Monitoring
We monitor key service endpoints and error rates and investigate service-impacting issues as they are detected.
Exclusions (What does not count as downtime)
- Planned maintenance announced in advance (see Maintenance section)
- Issues caused by customer networks, devices, browsers, or third-party systems outside our control
- Force majeure events (e.g., major cloud provider outages, natural disasters)
- API rate limiting or restrictions applied to protect platform stability or security
- Customer misconfiguration or misuse (e.g., invalid credentials, revoked permissions)
Service Status / Incident Updates (Public)
- Support: [email protected]
- Status page: status.trysimmer.com
Support Service Levels
Support Contact
Email support: [email protected]
Support Model
TrySimmer support response targets are priority-based. We classify issues based on impact and urgency. "First response" means acknowledgment by a support agent, not necessarily resolution.
Priority Definitions & First Response Targets
| Priority | Label | Examples | First Response Target |
|---|---|---|---|
| P0 | Business Critical | Production outage for many users; core workflows unavailable; severe data integrity risk; suspected security incident | Within 24 hours |
| P1 | High | Major feature impairment; high-impact degradation; limited workaround | Within 2 business days |
| P2 | Normal | Non-critical bugs; usage questions; minor feature issues | Within 5 business days |
| P3 | Low | Feature requests; enhancements; general feedback | Best effort |
Business Critical
Production outage for many users; core workflows unavailable; severe data integrity risk; suspected security incident
High
Major feature impairment; high-impact degradation; limited workaround
Normal
Non-critical bugs; usage questions; minor feature issues
Low
Feature requests; enhancements; general feedback
Updates & Resolution (Transparency)
We do not guarantee resolution time because complexity varies, but we commit to:
- providing progress updates for P0/P1 issues until mitigated or a workaround is available
- sharing a post-incident summary for major P0 incidents when appropriate (see Incident Management)
Maintenance & Changes
Planned Maintenance
We may perform planned maintenance to improve reliability and security.
- Notice: at least 48 hours in advance when feasible
- Communication: via email to account owners and/or a status page (if available)
Emergency Maintenance
Emergency maintenance may occur with shorter notice to address:
- critical security vulnerabilities
- imminent stability risks
- urgent infrastructure changes required by providers
Incident Management
Incident Response
- acknowledge and begin triage
- mitigate impact and restore service
- provide updates for significant incidents
- document major incidents
Post-Incident Summary (for major P0 incidents)
For material P0 incidents, we may provide:
- high-level timeline
- customer impact summary
- contributing factors / root cause (as appropriate)
- corrective and preventative actions (CAPA)
Security & Data Protection (High-Level)
TrySimmer is designed with security best practices and aims to protect customer data through:
- access controls and least-privilege principles
- encryption in transit (TLS)
- logging and monitoring
- vulnerability remediation processes
Customers may request additional security documentation under NDA when available.
Questions about these service levels?
We're here to help. Reach out for SLA clarifications, security documentation, or custom agreements.
[email protected]