Last updated: November 29, 2025 | Legal
Service Level Agreement (SLA) for Freelancers Company
This Service Level Agreement outlines the commitments of Freelancers Company regarding the availability and support of our Freelancer Management Solutions software/service.
Uptime Commitment
Freelancers Company commits to achieving a minimum uptime of 99.9% per calendar month. Uptime is calculated as follows:
- Uptime (%) = (Total time – Downtime) / Total time * 100
Scheduled Maintenance
Scheduled maintenance will be communicated to clients at least 48 hours in advance. Maintenance windows will typically occur during off-peak hours to minimize disruption. These periods are excluded from the uptime calculation.
Incident Response Times
Freelancers Company adheres to the following incident response times based on the severity of the issue:
- Critical: Response within 1 hour
- High: Response within 4 hours
- Medium: Response within 1 business day
- Low: Response within 3 business days
Support Tiers
Freelancers Company offers the following support tiers:
- Tier 1: Basic support via email with a response time of up to 24 hours.
- Tier 2: Enhanced support via email and chat with a response time of up to 12 hours.
- Tier 3: Premium support with dedicated account management and response times of up to 1 hour for critical issues.
Exclusions
Downtime caused by the following is excluded from the uptime calculation:
- Client’s own applications or services.
- Third-party services or integrations.
- Force majeure events (natural disasters, etc.).
- Client-requested changes or configurations.
Credits for Downtime
If the uptime falls below 99.9%, clients are eligible for service credits as follows:
- 99.0% – 99.9%: 10% credit of the monthly fee.
- 98.0% – 98.9%: 25% credit of the monthly fee.
- Below 98.0%: 50% credit of the monthly fee.