Service Level Agreement (SLA)

1. Uptime target

Iris targets 99.5% monthly uptime for the public-facing website, measured across every 15-minute check from our monitoring system.

Scheduled maintenance windows (announced at least 48 hours in advance) and downtime caused by the customer's own third-party integrations, DNS provider or content edits are excluded from the uptime calculation.

2. Monitoring

Every customer site is checked at least every 15 minutes from our monitoring infrastructure. Additional daily checks cover SSL certificate validity, HTTPS redirects, security headers and broken links.

The customer can view the live status and history of their site inside the customer dashboard.

3. Response times

Response time is the time between a ticket being received during business hours (Mon–Fri, 09:00–17:00 CET) and a human reply. Resolution time depends on the nature of the incident.

• Starter: response within 48 business hours
• Business: response within 24 business hours
• Pro: response within 4 business hours; critical incidents (site down) acted on as soon as detected, including outside business hours on a best-effort basis

4. Incident severity

Severity is set by Iris based on impact:

• Critical — site fully unreachable, checkout / booking broken, active security incident
• High — major feature broken, significant visual regression, SSL expired
• Medium — non-critical bug, broken links, slow performance
• Low — cosmetic issue, small copy edit, feature request

5. Service credits

If monthly uptime falls below 99.5% for reasons within Iris's control, the customer is entitled to a service credit against the following month's subscription fee, calculated as follows:

• 99.0%–99.49% uptime: 10% credit
• 97.0%–98.99% uptime: 25% credit
• Below 97.0% uptime: 50% credit

6. Exclusions

The SLA does not apply to downtime caused by: force majeure; the customer's DNS or domain registrar; third-party services the customer chose to integrate (payment processors, booking systems, external APIs); content or configuration changes the customer made themselves; or usage that violates the Terms of Service.

7. Claiming a credit

Credits must be requested in writing within 30 days of the affected month by emailing hej@iris-digitalstudio.com. Credits are applied to the next invoice and are not paid out in cash.