1. Service Commitment
HeadOS is committed to providing a reliable, high-performance platform. This Service Level Agreement ("SLA") describes our uptime commitment, support response times, and the remedies available if we fail to meet these commitments.
This SLA applies to all paid subscription plans. Free trials are not covered by this SLA.
2. Uptime Commitment
HeadOS commits to 99.9% monthly uptime for the core platform services, measured as follows:
Uptime % = ((Total Minutes in Month - Downtime Minutes) / Total Minutes in Month) × 100
2.1 Exclusions
The following are excluded from downtime calculations:
- Scheduled maintenance (with 24 hours notice)
- Emergency security maintenance
- Third-party service outages (Stripe, QuickBooks, etc.)
- Force majeure events
- Issues caused by customer actions or configurations
- Internet connectivity issues outside our control
3. Service Credits
If we fail to meet our uptime commitment, eligible customers may request service credits:
| Monthly Uptime | Service Credit |
|---|---|
| 99.0% - 99.9% | 10% of monthly fee |
| 95.0% - 99.0% | 25% of monthly fee |
| Below 95.0% | 50% of monthly fee |
Service credits must be requested within 30 days of the incident. Credits are applied to future invoices and do not exceed 50% of monthly fees. Credits are the sole remedy for uptime failures.
4. Support Response Times
HeadOS provides technical support via email and in-app messaging. Response times vary by subscription tier and issue severity:
| Severity | Description | Solo/Basic | Pro |
|---|---|---|---|
| Critical | Service down, no workaround | 4 hours | 1 hour |
| High | Major feature impaired | 8 hours | 4 hours |
| Medium | Minor issue, workaround exists | 24 hours | 8 hours |
| Low | Question or feature request | 48 hours | 24 hours |
Response times are measured during business hours (9am-5pm AEST, Monday-Friday, excluding public holidays). Critical issues for Pro tier customers are monitored 24/7.
5. Scheduled Maintenance
Routine maintenance is scheduled during low-usage periods, typically Sunday 2am-6am AEST. We provide at least 24 hours notice for scheduled maintenance via email and in-app notification. Emergency maintenance for security issues may occur without notice.
6. Data Backup
HeadOS performs automated daily backups with 30-day retention. Backups are stored in geographically separate locations. In the event of data loss due to system failure, we will restore from the most recent backup at no additional charge.
7. Status Page
Real-time service status and incident history are available at status.taphead.co. Customers can subscribe to email or SMS notifications for status updates.
8. Contact
Technical Support: info@taphead.co
Service Credit Requests: info@taphead.co
Status Page: status.taphead.co