Service Level Agreement (SLA)

Last updated: May 25, 2026

This SLA outlines the service commitments provided by Working Pro Inc. for its hosted services.

1. Availability

Working Pro Inc. guarantees a monthly uptime percentage of 99.9% for all hosted services, excluding scheduled maintenance and force majeure events.

2. Support Response Times

Critical Severity (Service Down): Initial response within 15 minutes, resolution within 4 hours.
High Severity (Service Degraded): Initial response within 30 minutes, resolution within 8 hours.
Medium Severity (Non‑critical): Initial response within 2 hours, resolution within 2 business days.
Low Severity (General Inquiry): Initial response within 4 hours, resolution within 3 business days.

Support is available 24/7 via phone, email, and portal.

3. Data Protection

Data is stored with encryption at rest (AES-256) and in transit (TLS 1.3). Regular backups are performed with a recovery point objective (RPO) of 4 hours and recovery time objective (RTO) of 2 hours.

4. Network Performance

Latency: ≤800ms for AI edge inference services; ≤50ms for standard cloud services within the same region.

Throughput: Guaranteed minimum bandwidth as per service plan.

5. Exclusions

The SLA does not apply to service interruptions caused by:

Customer equipment or software not provided by Working Pro Inc.
Customer‑initiated changes or misuse.
Force majeure events (natural disasters, war, etc.).
Scheduled maintenance (notified at least 48 hours in advance).
Issues with third‑party internet service providers.

6. Reporting and Credits

Service credits are calculated as a percentage of the monthly service fee based on the downtime experienced. Credits are issued as a service credit on the following month's invoice.