Last updated: September 29, 2026 · Version 1.1
Scope: This Service Level Agreement (SLA) applies exclusively to institutions with at least one active event whose initial service fee (see Section 5 of the Terms of Service) has already been paid. Registered accounts with no event whose service fee has been paid are not covered by this formal SLA, although Attendae applies the same operational effort to all users.
This SLA governs the relationship between Attendae and institutional users with at least one event whose initial service fee has been paid at the time of the incident.
The commitments in this SLA cover the availability of the attendae.app platform and its core features: authentication, event management, QR check-in system, attendance recording, and certificate issuance.
Registered accounts with no event whose service fee has been paid are not covered by this formal SLA; however, Attendae makes the same operational effort to keep the service available for all users, regardless of payment status.
Measured per calendar month, excluding scheduled maintenance and exclusions in section 4.
Attendae sets a monthly availability target of 99%. This figure honestly reflects the capabilities of an early-stage SaaS platform operated by a small team, without making availability commitments beyond what the current infrastructure can reliably support.
Availability (%) = ((minutes_in_month − minutes_unavailable) / minutes_in_month) × 100
Where minutes_unavailable includes only periods of total unavailability attributable to Attendae, excluding the cases in section 4.
Availability is monitored through periodic endpoint checks of the main platform. Results are used internally to detect degradations and as the basis for credit calculations under section 7.
The following events do not count as downtime for SLA purposes:
After-hours support: Out-of-hours support is activated only for Severity 1 incidents (service completely down during an active event). Sev 1 reports sent outside standard hours will receive a response at the start of the next business day. All other severity levels are handled exclusively during standard hours.
| Severity | Description | Response time | Initial mitigation |
|---|---|---|---|
| Sev 1 — Critical | Platform inaccessible or check-in functionality completely inoperative during an active event with attendees present. Direct and immediate impact on event operations. | 4 business hours | 8 business hours |
| Sev 2 — High | Core functionality significantly degraded: QR not rotating correctly, geolocation not working, certificate generation failing for all attempts, or admin panel access partially blocked. | 1 business day | 2 business days |
| Sev 3 — Medium | Partial or intermittent error affecting some operations but not preventing general platform use. Service remains functional with minor limitations. | 2 business days | Depends on complexity |
| Sev 4 — Low | Usage questions, feature requests, improvement reports, cosmetic or UI bugs not affecting functionality. | 5 business days | Per planning |
Times listed are business hours or days, counted within the standard support hours in section 5. Timers start from Attendae's receipt of the report at soporte@attendae.com.
If the platform's monthly availability falls below 99% during a calendar month, due to causes directly attributable to Attendae and excluding cases in section 4, a credit will be issued to the affected customer under the following conditions:
The credit equals the proportional value of the downtime days relative to the monthly or per-event plan price, calculated pro-rata over the affected measurement period. This credit is applied as a discount on the next event contracted with Attendae.
Important: Service credits are not cash refunds. They apply exclusively as a discount on a future purchase. Credits are not stackable with other promotions or transferable to other accounts.
For this SLA to apply, the institutional user agrees to:
This SLA describes reasonable targets and best-effort commitments for an early-stage SaaS platform. It does not constitute an absolute guarantee of uninterrupted availability and does not limit the liability exclusions in the Terms of Service.
The service credit described in section 7 is the customer's sole remedy for failure to meet the availability target. Attendae is not liable for indirect damages, lost profits, data loss, or any other harm arising from downtime periods.
In case of conflict between this SLA and Attendae's Terms of Service, the Terms of Service shall prevail.
Attendae reserves the right to modify this SLA with at least 30 calendar days' notice, publishing the new version at attendae.com/legal/sla and notifying accounts with active paid plans by email.
To report an incident or check service status, use the official support channel:
Attendae will publish communications about significant incidents (Sev 1 and Sev 2) directly by email to accounts with active plans affected by the incident. These communications will include: problem description, current status, ongoing actions, and estimated resolution time when determinable.
Once the incident is resolved, Attendae will send a closing communication with a summary of what happened, the identified cause, and measures taken to prevent recurrence.
Last updated: September 29, 2026 · Version 1.1.
This document is permanently available at attendae.com/legal/sla.