System Status & SLA
Real-time status and service level commitments
Current System Status
Platform API
30-day uptime: 99.95%
Web Application
30-day uptime: 99.98%
AI Processing
30-day uptime: 99.92%
Data Analytics
30-day uptime: 99.96%
Service Level Agreement (SLA)
JobRoute.ai is committed to providing reliable, high-performance service. This Service Level Agreement outlines our commitments and your rights regarding service availability and performance.
1. Service Availability Commitment
Uptime Guarantee
We guarantee 99.9% uptime for our platform on a monthly basis. Uptime is calculated as the percentage of time the Service is available during a calendar month, excluding Scheduled Maintenance.
Scheduled Maintenance
Scheduled maintenance windows are excluded from uptime calculations. We will:
- Provide at least 7 days advance notice for scheduled maintenance
- Schedule maintenance during off-peak hours when possible
- Limit scheduled maintenance to 4 hours per month
- Complete most maintenance within 2-hour windows
2. Performance Standards
Response Times
- API endpoints: 95th percentile response time under 500ms
- Web application page loads: 95th percentile under 2 seconds
- AI analysis processing: Results within 5 minutes for standard datasets
- Report generation: Completed within 10 minutes
Data Processing
- Data synchronization: Updates reflected within 15 minutes
- Bulk imports: Processing begins within 5 minutes of upload
- Export requests: Files available within 30 minutes
3. Support Response Times
Our support team commits to the following response times during business hours (9am-6pm CT, Monday-Friday):
| Priority Level | Description | Initial Response |
|---|---|---|
| Critical | Service completely unavailable | 1 hour |
| High | Major feature unavailable | 4 hours |
| Medium | Minor feature issue | 1 business day |
| Low | General questions | 2 business days |
4. Service Credits
If we fail to meet our uptime commitment, you may be eligible for service credits:
| Monthly Uptime | Service Credit |
|---|---|
| Less than 99.9% but equal to or greater than 99.0% | 10% of monthly fees |
| Less than 99.0% but equal to or greater than 95.0% | 25% of monthly fees |
| Less than 95.0% | 50% of monthly fees |
To receive a service credit, you must submit a claim within 30 days of the incident at support@jobroute.ai.
5. Incident Communication
During service incidents, we will:
- Post updates to this status page within 15 minutes of detection
- Send email notifications to administrators for critical incidents
- Provide regular updates every 30 minutes during ongoing incidents
- Publish a post-incident report within 5 business days of resolution
6. Exclusions
This SLA does not apply to service unavailability caused by:
- Factors outside our reasonable control (force majeure)
- Issues caused by your breach of the Terms of Service
- Your equipment, software, or network issues
- Scheduled maintenance with proper notice
- Suspension or termination of your account
- Beta or preview features clearly marked as such
7. Data Backup and Recovery
We maintain the following backup and recovery standards:
- Automated backups every 6 hours
- Backup retention for 30 days
- Recovery Point Objective (RPO): 6 hours
- Recovery Time Objective (RTO): 4 hours for critical systems
- Annual disaster recovery testing
8. Monitoring and Alerting
We maintain 24/7 monitoring of all critical systems with:
- Automated health checks every 60 seconds
- Real-time alerting for on-call engineers
- Performance metrics tracking and analysis
- Proactive capacity planning
9. Contact Information
For status updates, incident reports, or questions about this SLA:
Support: support@jobroute.ai
Status Updates: status@jobroute.ai
General Inquiries: hello@jobroute.ai