Service Level Agreement
Last updated: March 2026
This Service Level Agreement ("SLA") describes the availability, support, and data recovery commitments provided by Wavechrome Film Portal to its customers. This SLA forms part of the Terms of Service.
1. Uptime & Availability
Wavechrome Film Portal targets a monthly uptime of 99.5% (approximately 3.6 hours of allowable unplanned downtime per calendar month), measured excluding scheduled maintenance windows.
Actual availability is dependent in part on third-party infrastructure providers (see Section 5 — Exclusions). We will make commercially reasonable efforts to maintain and monitor service availability.
Scheduled Maintenance
Planned maintenance will be conducted during the following window whenever possible:
- Window: Sundays, 02:00–04:00 local server time
- Advance notice: At least 48 hours via in-app banner or email notification
Downtime occurring within a scheduled and announced maintenance window does not count against the monthly uptime commitment.
2. Support Response Times
Support requests are classified by severity. Response and resolution targets are as follows:
| Priority | Description | Acknowledgement | Resolution Target |
|---|---|---|---|
| Critical | Data loss, security breach, or complete service outage affecting all users | Within 4 hours | Within 24 hours |
| High | Core functionality broken; significant workflow impact with no workaround | Within 1 business day | Within 3 business days |
| Standard | Non-critical bugs, feature questions, or issues with an available workaround | Within 2–3 business days | Best effort |
Business days are Monday through Friday, excluding public holidays. Support is provided in English.
3. Data Backup & Recovery
The following backup and recovery targets apply to customer data stored within Wavechrome Film Portal:
| Element | Commitment |
|---|---|
| Backup frequency | Daily automated backups |
| Backup retention | 30 days |
| Recovery Time Objective (RTO) | 24 hours — target time to restore service after a declared disaster |
| Recovery Point Objective (RPO) | 24 hours — maximum data loss window in a worst-case recovery scenario |
We strongly recommend that customers regularly export and retain their own copies of critical records, calibration data, and measurement reports using the platform's built-in export features. Wavechrome Film Portal backup procedures do not substitute for customer-side data management obligations.
4. Incident Communication
In the event of a service disruption affecting availability:
- Critical incidents will be communicated to affected users as soon as reasonably practicable.
- Notifications will be delivered via in-app banners and/or email where contact details are available.
- A post-incident summary will be provided for Critical-severity outages upon request.
5. Exclusions
The uptime commitment and support targets in this SLA do not apply to downtime, degradation, or data loss caused by:
- Third-party infrastructure or services (including PythonAnywhere, Supabase/PostgreSQL, AWS S3, and any other upstream providers)
- Scheduled and announced maintenance windows
- Force majeure events including natural disasters, widespread internet outages, or events beyond our reasonable control
- Customer-caused issues including misuse, unauthorized modifications, or actions contrary to the Terms of Service
- Network conditions outside our infrastructure
- Security incidents caused by customer credential compromise or failure to follow security recommendations
6. SLA Credits
This SLA describes operational commitments and targets. Wavechrome Film Portal does not currently offer automatic service credits for SLA breaches. Customers with specific contractual uptime requirements should contact us to discuss a separate written agreement.
7. Changes to This SLA
We may update this SLA from time to time. Material changes will be communicated via in-app notification or email at least 14 days before taking effect. Continued use of the service after the effective date constitutes acceptance of the updated SLA.
8. Contact
To report an incident, request support, or ask questions about this SLA, please use the support channel available within your account settings or contact us via the details provided in the Terms of Service.