Cicadence Service Level AgreementCicadence is built for mission-critical operations. Instead of one vague uptime promise, we publish specific objectives for each part of the service — honest, pilot-stage targets we can actually stand behind: 99.5% monthly uptime, sub-500ms API response times at the 95th percentile, and one-hour critical-issue response for Enterprise tier.Service Objectives

Application availability — the Cicadence web application is reachable and usable: 99.5% monthly, measured outside announced maintenance windows.

API availability — the public REST API accepts and responds to valid requests: 99.5% monthly, same infrastructure and measurement window as the application.

Ingestion success — valid queue-volume updates (API and webhook) are accepted and recorded: 99% of valid requests; rejected requests return explicit errors, no silent drops.

Data freshness — dashboards reflect the latest data your systems have sent: 15-minute snapshots, with operational metrics retained for 90 days and stale-data badges flagging quiet feeds.

Alert delivery — in-app notifications and email alerts are dispatched within 15 minutes of a trigger; delivery to your inbox also depends on your email provider.

Export completion — report and evidence exports finish and are available for download: 99% within 15 minutes; very large date ranges may take longer.

Scheduled reports — scheduled reports run and are delivered within 30 minutes of the scheduled time; missed runs are retried automatically.

Authentication — login and session validation are available 99.5% monthly, covering both password login and single sign-on paths.

Critical-support response — first human response to a P1 (critical) ticket per plan tier: 1 hour on Enterprise, 4 hours on Professional, 24 hours on Starter.

Critical-incident mitigation — active mitigation work begins within 1 hour of a confirmed P1 incident, with status updates at least every 4 hours until resolved.

Recovery point (RPO) — maximum data loss in a disaster-recovery scenario: 24 hours, backed by daily database backups.

Recovery time (RTO) — time to restore service after a catastrophic failure: 12 hours, restoring from the most recent backup to a fresh environment.

Data freshness in practice: dashboards work from 15-minute snapshots of the queue counts your systems send, and operational metrics are retained for 90 days. Cicadence is an early-stage product — these are the targets we hold ourselves to today, and we expect to tighten them as the platform matures.Response Times by TierStarterEmail support during business hours. Critical 24 hours, High 48 hours, Medium 3 business days, Low 5 business days.ProfessionalEmail and chat during extended hours. Critical 4 hours, High 8 hours, Medium 1 business day, Low 2 business days.EnterpriseEmail, chat, phone, and dedicated CSM 24/7/365. Critical 1 hour, High 4 hours, Medium 8 hours, Low 1 business day.Severity DefinitionsP1 Critical — complete service outage or data loss. P2 High — major feature unavailable with no workaround. P3 Medium — feature partially impaired but workaround exists. P4 Low — minor issues, cosmetic defects, or general questions.Escalation ProcessSubmit ticket with severity and impact, triage and acknowledgment within the SLA window, engineering resolution with status updates, and post-mortem within 5 business days for P1/P2 incidents.Uptime and Service Credits99.5% monthly uptime measured outside scheduled maintenance windows (typically Sundays 2-6 AM CT, announced 48 hours in advance). Enterprise customers can request service credits when uptime falls below 99.5%: 10% at 99.0-99.5%, 25% at 95.0-99.0%, 50% below 95.0%.