Service Level Agreement
Effective Date: January 1, 2026
This Service Level Agreement ("SLA") defines the service levels provided by My Tech Passport Inc. ("MTPDB", "we", "us", or "our") for the MTPDB database platform. This SLA applies to all MTPDB service plans.
Service Availability
Uptime Guarantee
Availability is calculated monthly as (total minutes - downtime minutes) / total minutes × 100
Service Credits
If we fail to meet our uptime guarantee, you will receive service credits as follows:
| Monthly Uptime Percentage | Service Credit |
|---|---|
| 99.0% - 99.9% | 10% of monthly fees |
| 95.0% - 99.0% | 25% of monthly fees |
| Below 95.0% | 50% of monthly fees |
Exclusions
Downtime does not include unavailability caused by:
- Scheduled maintenance (announced 7 days in advance)
- Force majeure events
- Third-party services or infrastructure
- Customer misuse or abuse
- Issues with customer's applications or configurations
Performance Metrics
Query Latency (P95)
For cached queries within the same region
Connection Time
Time to establish new connections
Data Durability
MTPDB guarantees 99.999999% (11 9's) durability for all stored data through redundant storage, automatic replication, and continuous backup processes.
Support Response Times
Monitoring and Reporting
We provide:
- Real-time service status dashboard
- Monthly uptime reports
- Performance metrics via API
- Incident notifications via email and dashboard
Contact and Claims
To request service credits:
- Contact support within 30 days of the incident
- Provide detailed information about the outage
- Credits will be applied to your next billing cycle