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Service Level Agreement

Last updated: February 4, 2025

Summary

This Service Level Agreement (SLA) describes our commitments for service availability and support. Key points:

We target 99.5% monthly uptime for paid plans
Scheduled maintenance is announced 48 hours in advance
Revenue data is cached for 24 hours to ensure reliability
Support is provided via email with best-effort response times
This SLA is informational; it does not include service credits

1. Definitions

"Service" refers to the Your Radar web application and API.
"Uptime" means the percentage of time the Service is available and operational during a calendar month.
"Downtime" means periods when the Service is unavailable or materially degraded, excluding Exclusions defined below.
"Scheduled Maintenance" means planned maintenance periods announced in advance.
"Emergency Maintenance" means unplanned maintenance required to address security vulnerabilities or critical issues.
"Incident" means an unplanned event that causes or may cause service degradation or outage.

2. Service Coverage

This SLA applies to the following components of Your Radar:

Web Application: The dashboard accessible at radardash.com
Authentication: Login, signup, and account management functions
Data Storage: Storage and retrieval of your business data
Integrations: Our integration endpoints that connect to third-party platforms

Not Covered

The following are outside the scope of this SLA:

Third-party platform availability (Stripe, Square, YouTube, Ticket Tailor)
Data accuracy or completeness from third-party platforms
Beta or experimental features
Free tier accounts (best-effort availability)

3. Uptime Commitment

We commit to the following uptime targets for paid subscription plans:

Plan	Monthly Uptime Target	Maximum Monthly Downtime
Free	Best effort (no commitment)	N/A
Paid Plans	99.5%	~3.6 hours

Uptime Calculation

Monthly uptime is calculated as:

    Uptime % = ((Total Minutes in Month - Downtime Minutes) / Total Minutes in Month) × 100
  

Downtime is measured from when we detect or are notified of an outage until the Service is restored.

4. Exclusions

The following are not counted as Downtime for SLA purposes:

4.1 Scheduled Maintenance

Planned maintenance periods that are announced at least 48 hours in advance.

4.2 Emergency Maintenance

Unplanned maintenance required to address:

Security vulnerabilities or active threats
Critical bugs that could cause data loss or corruption
Compliance requirements

We will provide as much notice as reasonably possible for emergency maintenance.

4.3 Third-Party Outages

Outages caused by third-party services including:

Render (our hosting provider)
Resend (email delivery)
Stripe, Square, YouTube, Ticket Tailor (integration data sources)
Internet service providers or DNS providers

4.4 Customer-Caused Issues

Issues caused by your actions (e.g., invalid API credentials, exceeding rate limits)
Your network or internet connectivity problems
Browser or device incompatibilities

4.5 Force Majeure

Events beyond our reasonable control, including natural disasters, war, terrorism, strikes, government actions, or widespread internet outages.

5. Maintenance

5.1 Scheduled Maintenance

Notice: At least 48 hours advance notice via email and/or status page
Preferred Window: Maintenance is typically scheduled during low-traffic periods (weekday nights or weekends, US Pacific time)
Duration: We aim to keep scheduled maintenance under 2 hours

5.2 Emergency Maintenance

Notice: Best effort notification as soon as practicable
Communication: Updates posted to status page and/or sent via email
Priority: Emergency maintenance takes precedence over scheduled maintenance

5.3 Maintenance-Free Periods

Upon request, we can attempt to avoid scheduled maintenance during specific critical periods for your business (e.g., end-of-month reporting). Contact us at adrian@modio.tv to discuss.

6. Data Refresh and Caching

To ensure service reliability and respect third-party API rate limits, revenue data from integrations is cached:

Data Type	Cache Duration	Notes
Revenue data (Stripe, Square, etc.)	24 hours	Refreshed daily; manual refresh available
YouTube analytics	24 hours	YouTube API has daily reporting lag
Account balance	24 hours	Current balance from payment processors
Historical snapshots	Permanent	Stored for trend analysis

Data Freshness

The Service is designed for daily revenue tracking and trend analysis. It is not intended for real-time transaction monitoring. Revenue data may be up to 24 hours old.

Manual Refresh

You can manually trigger a data refresh from your dashboard. Manual refreshes are subject to rate limiting to prevent API quota exhaustion.

7. Support

7.1 Support Channels

Support is available via email at adrian@modio.tv.

7.2 Support Hours

Support requests are handled during business hours:

Monday through Friday, 9 AM to 5 PM Pacific Time
Excluding US federal holidays

7.3 Response Time Targets

We aim to respond to support requests within the following timeframes (targets, not guarantees):

Priority	Description	Response Target
Critical	Service completely unavailable, data loss risk	4 business hours
High	Major feature not working, significant impact	1 business day
Normal	Feature issue with workaround available	2 business days
Low	General questions, minor issues, feature requests	3 business days

Response times refer to our initial acknowledgment and assessment, not full resolution.

7.4 Self-Service Resources

Before contacting support, you may find answers in:

User Guide - Getting started and feature documentation
Technical Guide - Integration setup and API information

8. Monitoring and Incident Communication

8.1 Service Monitoring

We continuously monitor the Service for availability, performance, and errors. Monitoring includes:

Uptime checks every minute
Database health monitoring
Error rate tracking
API response time monitoring

8.2 Status Page

Service status and incident information is available at: Status updates are communicated via email to the address associated with your account. For major incidents, we may also post updates on our website

8.3 Incident Communication

During incidents, we will:

Post initial notification within 30 minutes of detection
Provide updates at least every hour during active incidents
Send resolution notification when service is restored
Publish post-incident summary for significant outages

8.4 Reporting Issues

If you experience an issue that doesn't appear on our status page, please report it to adrian@modio.tv with:

Description of the issue
Steps to reproduce (if applicable)
Approximate time the issue started
Any error messages you received

9. Limitations

9.1 Informational SLA

This SLA describes our service level targets and commitments. It is provided for transparency and does not include service credits or financial remedies for downtime.

9.2 No Warranty

This SLA does not modify the disclaimers in our Terms of Service. The Service is provided "as is" and we do not guarantee uninterrupted availability.

9.3 Free Tier

The Free tier is provided on a best-effort basis without uptime commitments or support response time targets. We recommend paid plans for business-critical use.

9.4 Third-Party Dependencies

Your Radar relies on third-party services (Render, Resend, and your connected integrations). We cannot guarantee availability beyond what these providers offer.

9.5 Changes to This SLA

We may update this SLA from time to time. Material changes will be communicated via email at least 30 days in advance. Your continued use of the Service after changes take effect constitutes acceptance.