Service Level Agreement
Our commitment to uptime, performance, and reliability.
Effective Date: February 1, 2026 · Version 1.0
1. Uptime Commitment
Stak commits to a 99.9% monthly uptime for the platform (portal.stak.pe) and investor portal, measured per calendar month. Planned maintenance windows are excluded from the uptime calculation.
| Service | Uptime Target |
|---|---|
| Admin Dashboard | 99.9% |
| Investor Portal | 99.9% |
| REST API | 99.9% |
| Document Generation | 99.5% |
2. Support Response Times
| Plan | First Response | Resolution Target |
|---|---|---|
| Starter | 48 hours | 15 business days |
| Professional | 24 hours | 7 business days |
| Enterprise | 4 hours | 48 hours |
3. Incident Severity Classification
| Severity | Description | Response |
|---|---|---|
| Critical | System unavailable | 15 minutes |
| High | Partial outage (25–75% degradation) | 1 hour |
| Medium | Feature unavailability | 4 hours |
| Low | Minor bugs or cosmetic issues | Best effort |
4. Incident Response Process
- Detection & Notification: Automated monitoring detects issues. Affected customers are notified by email within 30 minutes. Status updates posted to status.stak.pe every 30 minutes.
- Escalation: Tier 1 (Support) → Tier 2 (Engineering, 4–8 hours) → Tier 3 (Leadership, for critical/extended incidents).
- Resolution & Communication: Status page updated in real-time. Enterprise customers receive email summaries.
- Post-Incident Report: Delivered within 5 business days for High and Critical severity incidents.
5. Downtime Credits
If the monthly uptime falls below the 99.9% commitment, affected customers may request service credits:
| Monthly Uptime | Service Credit |
|---|---|
| 99.0% – 99.9% | 10% |
| 97.0% – 99.0% | 25% |
| 95.0% – 97.0% | 50% |
| Below 95.0% | 100% |
Credits must be requested within 30 days of the incident. Credits are applied to the next month's invoice and do not entitle a cash refund.
6. Planned Maintenance
- Typical window: Sunday 02:00–06:00 UTC
- Frequency: 1–2 times per month
- Notification: at least 48 hours in advance via email and status page
- Emergency patches may occur outside the maintenance window when necessary
Planned maintenance is excluded from SLA uptime calculations.
7. Exclusions
The following are excluded from SLA uptime calculations:
- Planned maintenance windows (announced 48 hours in advance)
- Customer-caused issues (misconfiguration, abuse, exceeding rate limits)
- Third-party service failures outside our infrastructure
- Force majeure events (natural disasters, war, pandemic)
- DDoS attacks or security incidents requiring emergency response
- Network issues outside Stak's infrastructure
8. Monitoring
Uptime is measured via automated synthetic monitoring with checks every 60 seconds. Real-user performance is tracked via Vercel Analytics. All incidents are logged in Sentry with automatic alerting.
Enterprise customers receive monthly SLA performance reports.
9. Contact
For SLA-related inquiries or credit requests:
Adamas Group SA
Route des Acacias 43, 1227 Geneva, Switzerland
Email: mail@stak.pe