SLA
The Service Level Agreement (SLA) is Ministrium’s contractual commitment on availability and response time. It defines what must work and what happens if it doesn’t.
Uptime
| Plan | Monthly uptime SLA | Max allowed downtime |
|---|---|---|
| Starter | Best effort | (not guaranteed) |
| Growth | 99.5% | ~ 3.6 h /mo |
| Business | 99.9% | ~ 43 min /mo |
| Enterprise | 99.95% | ~ 22 min /mo |
Uptime is measured by external probes (Pingdom, status.io) on key endpoints: /api/healthz, /login, /donate. Scheduled maintenance does not count as downtime.
Time to first response (TTFR)
| Plan | TTFR | Channel included |
|---|---|---|
| Starter | 72 business hours | |
| Growth | 24 business hours | Email + chat (during hours) |
| Business | 8 business hours | + chat 24×5 + phone |
| Enterprise | 1 hour | + chat 24×7 + Slack Connect + CSM |
“Business” = Mon-Fri 9-18 main-campus time, except holidays.
Incident severity
We classify by impact:
| Sev | Definition | TTFR Business | TTFR Enterprise |
|---|---|---|---|
| Sev1 | Platform down or critical feature broken for all members | 30 min 24×7 | 15 min 24×7 |
| Sev2 | Important feature degraded or down for some | 2 h | 1 h |
| Sev3 | Minor bug or secondary feature | 8 h | 4 h |
| Sev4 | Question or cosmetic | 24 h | 8 h |
Sev1/2 ignore business hours (24×7 even on Business when Sev1).
Resolution time
TTFR is first human response, not resolution. Resolution depends on the case:
- Known bug: minutes to hours.
- New bug: hours to days.
- Feature request: roadmap (weeks to months).
We keep the customer informed every 4 h while a Sev1/2 is open.
Breach credits
If in a month we don’t meet the uptime SLA, your church receives an automatic credit:
| Actual uptime | Credit (Growth) |
|---|---|
| 99.0% – 99.5% | 10% of month’s charge |
| 95.0% – 99.0% | 25% |
| < 95.0% | 50% |
| < 90.0% | 100% (free month) |
| Actual uptime | Credit (Business) |
|---|---|
| 99.5% – 99.9% | 10% |
| 99.0% – 99.5% | 25% |
| 95.0% – 99.0% | 50% |
| < 95.0% | 100% |
Credit applied automatically to the next invoice. Appears as “SLA credit” line. No request needed.
Limitations
The SLA does not apply during:
- Scheduled maintenance announced ≥ 7 days in advance.
- External causes (AWS down, massive DDoS, force majeure).
- Misuse of the platform (self-DDoS, integrations calling too often).
- Grace / read-only period for billing.
Scheduled maintenance
We announce in Status and email to org_admin ≥ 7 days in advance. Typical windows: Sunday 03:00 UTC, max 30 minutes. Major changes: 30 days’ notice.
How to claim SLA
You don’t need to. The system measures and applies. If you think a credit is missing:
- Settings → Plan → SLA → Claim.
- Enter dates and incident description.
- We review and respond in 5 business days.
Enterprise: negotiable SLA
For Enterprise, the SLA is customizable:
- Uptime up to 99.99% (~ 4 min/mo).
- TTFR < 15 min for all Sev1/2.
- Dedicated CSM with agreed response time.
- Larger penalty (50-100% of MRR).
- Monthly compliance reports.
We publish actual uptime of the last 12 months at Status without filtering incidents. If we meet it, you’ll see it; if we don’t, also. It’s part of our open operations culture.
Competitive comparison
Without naming names, typical competitors in the church space offer 99.0% with no credits. Ministrium is at 99.9% with automatic credits — a standard step up for enterprise SaaS.