Service Level Agreement
This Service Level Addendum (SLA)is incorporated into and governed by the Subscription Services Agreement
entered into between Redlist (“Service Provider”) and Customer.
SLA Commitment
Subject to the conditions in this SLA, Service Provider shall:
- Guarantee uptime
- 99.5% uptime (evaluated monthly) between the hours of 8:00 AM to 6:00 PM MST (herein known as “Primary Hours”) such that the application provided to the Customer will perform as designed and be available for use by the Customer within the timeframe specified below.
- 99.0% uptime outside of the Primary Hours.
- Perform daily backups of customer data.
- Provide snapshots of customer data upon request from the Customer within three business days of the written request, provided that the Customer is able to receive the data through an appropriate medium.
- Maintain real-time data replication between active and standby regions to ensure continuity.
- At least one standby region is always available, ready to be activated within fifteen (15) minutes of a primary region failure.
- Redlist maintains active application services in at least two geographically distinct regions.
- Strive for a Recovery Point Objective (RPO) of no more than fifteen (15) minutes of data loss in any outage.
- Strive for a Recovery Time Objective (RTO) to restore service within thirty (30) minutes of declaring an outage event.
- Provide incident response.
- Service Provider will make notice available to Customer within 30 minutes of detecting a service-affecting incident.
- Service Provider will provide status updates every hour until full service resolution.
- A post-incident report will be available to Customer within 24 hours of resolution, including cause, impact, and mitigation.
- Maintain testing and verification procedures by conducting annual failover tests to ensure redundancy and validate recovery protocols.
- Guarantee uptime
If Service Provider does not meet the above commitments, Customer will be eligible to receive a Professional Service Credit at no cost to Customer, rather than extensions of subscription or monetary refunds, which will be the sole and exclusive remedy for any failure by Service Provider to meet its commitments under this SLA as described below:
Primary Hours
| Monthly Uptime % | Unpermitted Downtime (min) | Professional Service Credit (Hours) |
|---|---|---|
| ≥ 99.0% < 99.5% uptime | 216-432 | Equivalent to 5% of Annual Subscription Value at $200/hour |
| < 99.0% uptime | > 432 | Equivalent to 10% of Annual Subscription Value at $200/hour |
Non-Primary Hours
| Monthly Uptime % | Unpermitted Downtime (min) | Professional Service Credit (Hours) |
|---|---|---|
| < 99.0% uptime | > 432 | Equivalent to 2.5% of Annual Subscription Value at $200/hour |
To receive a service credit, Customer must contact Redlist within 30 days after the end of the month in which Redlist’s applicable failure to meet the SLA occurred. In the event a claim is disputed, Redlist will provide Customer with a report documenting applicable service levels. The aggregate maximum amount of Professional Service Credits issued to Customer for any calendar month shall not exceed ten percent (10%) of the Customer’s monthly subscription value under the applicable Redlist Services Agreement, provided exclusively as Professional Service hours and not as subscription extensions or monetary compensation.
Definitions“Monthly Uptime Percentage” means the difference between the total number of minutes in a calendar month minus the number of minutes of Unpermitted Downtime in the calendar month, divided by the total number of minutes in the calendar month.
For any partial month of service, uptime will be calculated using the full calendar month as the basis.
ExclusionsThis SLA does not apply to non-production environments (e.g., Sandboxes, beta, pilot, or test services) or to any services explicitly excluded from SLA coverage in the product documentation. The Service Provider will have no obligations under this SLA during any period in which the Customer is in breach of the Subscription Services Agreement, including payment obligations. In addition, the Service Provider makes no guarantees for third-party integrations or for the performance or availability of external infrastructure or components including but not limited to AI models, external messaging services, document generation services, etc. that are not directly managed by the Service Provider. The Service Provider is not responsible for outages, performance issues, or data loss resulting from Customer actions, unauthorized modifications, or misuse of the platform. For the avoidance of doubt, the Service Provider’s systems rely on third-party infrastructure providers such as Amazon Web Services (AWS), Microsoft Azure, and similar platforms. This SLA does not cover outages, degradations, or interruptions caused by such third-party providers beyond the Service Provider’s reasonable control, provided that redundancy systems perform as specified.
AmendmentsRedlist reserves the right to update this SLA at any time, with a thirty (30)-day grace period, provided no change reduces the level of service below current commitments without a 30-day notice.
Last Updated (10/29/25)
