This Service Level Agreement ("SLA") defines uptime commitments, support response times, and remedies available to RootLogic PMO Hub subscribers. This SLA is incorporated into and forms part of the Terms of Service. Service credits are the sole and exclusive remedy for SLA failures — RootLogic is not liable for indirect or consequential damages arising from service interruptions.
1. Service Availability
1.1 Uptime Commitment
RootLogic commits to the following monthly uptime targets, measured across a given calendar month excluding scheduled maintenance:
| Plan | Uptime Commitment | Max Monthly Downtime |
|---|---|---|
| Starter | 99.5% | ~3.65 hours |
| Team | 99.5% | ~3.65 hours |
| Partner | 99.9% | ~43 minutes |
| Enterprise | 99.9% | ~43 minutes |
1.2 Scheduled Maintenance
Scheduled maintenance windows occur on the first Sunday of each month between 2:00 AM and 6:00 AM Eastern Time. We will provide at least 72 hours advance notice for any scheduled maintenance that may impact service availability. Scheduled maintenance is excluded from uptime calculations.
2. Support Response Times
| Severity | Definition | Response Time |
|---|---|---|
| CRITICAL | Service completely unavailable or data loss | 4 hours |
| HIGH | Major feature unusable, no workaround available | 24 hours |
| MEDIUM | Feature degraded, workaround available | 72 hours |
| LOW | Minor issue, minimal impact | 5 business days |
Response times represent the time to first acknowledge your ticket, not time to resolution. Resolution time depends on issue complexity. Support hours are Monday–Friday 9am–6pm Eastern Time, except holidays.
3. Hypercare SLA (Post Go-Live)
During the 30-day hypercare period following a client go-live on a consulting engagement, enhanced SLA terms apply:
- CRITICAL issues: 2-hour response
- HIGH issues: 8-hour response
- All tickets during hypercare are copied to the engagement principal
- Daily ticket summary delivered before 9:00 AM Eastern each business day
4. AI Service Availability
Doris and all AI agents are powered by Anthropic's Claude API. RootLogic does not control Anthropic's infrastructure. AI-related outages caused by Anthropic's systems are excluded from uptime calculations and service credits.
When Anthropic's API is unavailable or degraded, all non-AI platform features (project management, task tracking, risk registers, milestones, etc.) remain fully accessible. AI-assisted features will resume automatically when Anthropic's service is restored.
AI output quality is not an SLA metric. The accuracy, usefulness, or appropriateness of AI agent outputs are not covered by this SLA. You are responsible for verifying all AI outputs before acting on them.
5. Service Credits
If monthly uptime falls below the committed level, you are eligible for service credits applied to the following month's invoice:
| Monthly Uptime Achieved | Service Credit |
|---|---|
| At or above commitment | No credit — SLA met |
| 99.0% to below commitment | 10% of monthly subscription fee |
| 95.0% to 99.0% | 25% of monthly subscription fee |
| Below 95.0% | 50% of monthly subscription fee |
Credits are your sole remedy for SLA failures and do not include cash refunds. Maximum credit in any calendar month shall not exceed 50% of your monthly subscription fee. To claim a credit, contact us within 30 days of the incident at support@rootlogicconsulting.com.
6. Exclusions
The SLA does not apply to downtime caused by:
- Scheduled maintenance communicated in advance
- Third-party service failures outside our reasonable control (including Anthropic API, Salesforce, Railway, or Vercel outages)
- Force majeure events including natural disasters, government actions, or internet outages
- Your actions or inactions including misuse of the service or violation of the Acceptable Use Policy
- Free trial or beta features
- Issues caused by your network, hardware, or software
7. Limitation of Liability
Service credits are the sole and exclusive remedy for SLA failures. RootLogic is not liable for any indirect, consequential, incidental, or special damages arising from platform downtime, AI service interruptions, or failure to meet SLA targets, including lost revenue, project delays, or client relationship damage. Maximum liability in any calendar month shall not exceed the fees paid by you in that month.
8. Status Page and Incident Reporting
Real-time service status and incident history are available at status.rootlogic.app. Subscribe to receive automatic notifications for any service incidents.
To report an incident: email support@rootlogicconsulting.com with your organization name, a description of the issue, and the time it began.
9. Contact
RootLogic Consulting LLC
Atlanta, Michigan
Support: support@rootlogicconsulting.com
Legal: legal@rootlogicconsulting.com
Questions about this document?
Contact our legal team — we respond within 2 business days.
legal@rootlogicconsulting.com