Service Level Agreement
Last updated: June 9, 2026
1. Uptime commitment
Perch will use commercially reasonable efforts to make the core Perch web application (the “Service”) Available at least 99.9% of the time during each calendar month (“Monthly Uptime Percentage”), measured as set out below and excluding the Exclusions in Section 3.
2. Definitions and measurement
- Available means the Service’s core scheduling functions (sign-in, viewing and editing schedules, and publishing) are reachable and operating without Material Degradation.
- Downtime means a period in which the Service is not Available, as confirmed by Perch’s monitoring (synthetic HTTPS probes against production endpoints) and corroborating signals.
- Monthly Uptime Percentage = (Total minutes in the month − Downtime minutes − Excluded minutes) ÷ (Total minutes in the month − Excluded minutes), expressed as a percentage.
- Material Degradation means errors or latency severe enough to prevent normal use of a core function, not isolated or transient slowness.
3. Exclusions
Downtime does not include, and the commitment does not apply to, unavailability caused by:
- Scheduled maintenance announced at least 48 hours in advance (targeted for low-traffic windows), not to exceed a reasonable cumulative duration per month.
- Emergency maintenance reasonably required to address a security or stability risk, with as much notice as practical.
- Force majeure — events beyond Perch’s reasonable control (natural disasters, internet or utility failures, government action, denial-of-service attacks).
- Factors outside the Service — your network or equipment, your or your users’ misconfiguration or misuse, or third-party services you connect that are not operated by Perch.
- Suspension or termination in accordance with the Terms or Acceptable Use Policy (e.g., non-payment, AUP violation), and access to beta or preview features.
4. Service credits
If the Monthly Uptime Percentage falls below 99.9% in a month, you may request a service credit, calculated as a percentage of the fees for the affected Service for that month:
| Monthly Uptime Percentage | Service credit |
|---|---|
| < 99.9% and ≥ 99.0% | 10% |
| < 99.0% and ≥ 95.0% | 25% |
| < 95.0% | 50% |
Service credits are applied against future invoices, are non-refundable for cash, and in the aggregate will not exceed the fees paid for the affected Service in the month in question. Service credits are your sole and exclusive remedy for any failure to meet this SLA.
5. Requesting a credit
To claim a credit, email support@onperch.co within 30 days of the end of the affected month, with the dates and times of the Downtime and any supporting detail. Perch will validate the claim against its monitoring records and apply any approved credit to your next invoice.
6. Support response targets
For customers under an applicable agreement, Perch targets the following initial response times during business hours (Pacific Time), based on severity:
| Severity | Description | Target response |
|---|---|---|
| S1 — Critical | Service down or core scheduling unusable for many users | 4 business hours |
| S2 — Major | Key function significantly impaired; no reasonable workaround | 1 business day |
| S3 — Minor | Minor issue, question, or feature request; workaround exists | 2 business days |
Response targets are time-to-first-response, not time-to-resolution.
7. Status and monitoring
Perch monitors production endpoints continuously and maintains an incident-response process described in our Security overview. Customers under an applicable agreement may request a current uptime report at security@onperch.co.
Contact
Perchpoint LLC · SLA and enterprise terms: security@onperch.co