Service Level Agreement
Effective: February 2026
This Service Level Agreement ("SLA") is part of the agreement between Startvest LLC ("we", "us", "IdeaLift") and the customer ("you", "Customer") for use of the IdeaLift platform. This SLA applies to paid subscription plans only.
1. Service Availability
99.9%
Monthly Uptime Commitment
Measured as the percentage of total minutes in a calendar month during which the IdeaLift web application and API are available and operational.
"Downtime" means any period during which the IdeaLift web application or API is unavailable, as measured by our monitoring systems. Downtime does not include:
- Scheduled maintenance windows (communicated at least 48 hours in advance)
- Downtime caused by factors outside our reasonable control, including force majeure events, internet access issues, or actions of third-party service providers
- Issues resulting from Customer's equipment, software, or network connections
- Issues caused by Customer's misuse of the Service or actions inconsistent with our documentation
- Downtime of third-party integrations (Discord, Slack, Teams, GitHub, Linear, Jira) that is not caused by IdeaLift
2. Support Response Times
We provide support via email at [email protected]. Response times vary by plan and severity:
| Severity | Description | Growth Plan | Scale Plan | Enterprise |
|---|---|---|---|---|
| Critical | Service completely unavailable | 4 hours | 2 hours | 1 hour |
| High | Major feature impaired | 8 hours | 4 hours | 2 hours |
| Medium | Minor feature issue, workaround available | 1 business day | 8 hours | 4 hours |
| Low | General question, feature request | 2 business days | 1 business day | 1 business day |
Business hours: Monday - Friday, 9:00 AM - 5:00 PM Eastern Time (ET), excluding US federal holidays.
3. Service Credits
If we fail to meet the 99.9% uptime commitment in any calendar month, you may request a service credit according to the following schedule:
| Monthly Uptime | Approximate Downtime | Service Credit |
|---|---|---|
| 99.0% - 99.9% | 44 min - 7.3 hours | 10% of monthly fee |
| 95.0% - 99.0% | 7.3 hours - 36.5 hours | 25% of monthly fee |
| Below 95.0% | More than 36.5 hours | 50% of monthly fee |
To request a credit: Email [email protected] within 30 days of the end of the affected month with your account details and the dates/times of the downtime you experienced.
Service credits are applied to future invoices and are not redeemable for cash. The maximum aggregate credit for any calendar month shall not exceed 50% of the monthly fee for that month.
4. Scheduled Maintenance
We perform scheduled maintenance to ensure the reliability and security of our platform. Scheduled maintenance will be communicated at least 48 hours in advance via email to workspace administrators. We aim to perform maintenance during low-usage periods (typically weekdays between 2:00 AM and 6:00 AM ET).
5. Data Durability
All customer data is stored in Microsoft Azure SQL with automatic backups. We maintain a 30-day rolling backup window with point-in-time restore capability. Our infrastructure is designed for 99.99% data durability.
6. Incident Communication
During service disruptions, we will:
- Acknowledge the issue within the response time specified for the severity level
- Provide periodic updates until the issue is resolved
- Publish a post-incident report for Critical and High severity incidents within 5 business days
7. Changes to This SLA
We may update this SLA from time to time. Material changes will be communicated at least 30 days in advance. The most current version will always be available at this page.
8. Contact
For SLA-related inquiries or to report a service issue:
Email: [email protected]
Security issues: [email protected]