This SLA sets response targets for support engagements with RushLabs LLC. It covers how fast we respond — not uptime, which is only guaranteed where a statement of work says so.
1. When this applies
This SLA applies when your statement of work includes support or maintenance. It doesn't apply to project delivery work, and it doesn't create support obligations where none were purchased. If your SOW states different targets, the SOW wins.
2. Severity levels
Every incident gets a severity when reported. If we disagree with your classification, we'll say so immediately and explain why.
| Severity | Definition | Example |
|---|---|---|
| S1 — Down | Production unusable for all users, no workaround | App won't load; data loss in progress |
| S2 — Degraded | Core feature broken, workaround exists | Checkout fails but phone orders work |
| S3 — Minor | Cosmetic issue, low-impact bug, or question | Misaligned layout; "how do I" question |
3. Response targets
Targets are measured in calendar days from the time an incident is reported as described in section 4. "First response" means a substantive reply from RushLabs — what we know, what we're doing, and when you'll hear from us next. Not an auto-acknowledgment.
| Severity | First response | Credit if missed |
|---|---|---|
| S1 — Down | 1 calendar day | 10% |
| S2 — Degraded | 2 calendar days | 5% |
| S3 — Minor | 5 calendar days | — |
Plain-language summary: RushLabs is a small shop and these targets are honest ones. In practice we usually respond much faster — these are the floors we'll stand behind financially, not the goal.
4. Reporting an incident
Report incidents to support@rushlabs.dev. Include:
- The environment (production, staging) and what's broken.
- Your severity assessment (S1–S3).
- Where possible, steps to reproduce and the request ID (it looks like
req_8f3ka92x).
The clock starts when the report lands in that mailbox with enough information to act on.
5. Service credits
- Credits are a percentage of that month's support fee, per the table in section 3.
- Credits apply against the next invoice. They're never paid in cash.
- Total credits in a month are capped at 25% of that month's support fee.
- Claim credits within 30 days of the missed target by emailing support@rushlabs.dev.
- Credits are the exclusive remedy for missed response targets.
6. Exclusions
Targets don't apply, and credits aren't owed, when the issue is caused by:
- Third-party outages — hosting providers, external APIs, DNS, or networks we don't control.
- Changes made to the system by anyone other than RushLabs.
- Systems or features outside the supported scope in the SOW.
- Your failure to provide access or information needed to act.
- Force majeure — events beyond RushLabs' reasonable control.
7. Maintenance
Planned maintenance that could cause downtime is announced at least 48 hours in advance and scheduled for low-traffic windows. Emergency security patches may ship without notice; we'll tell you what changed as soon as it's done.
8. Changes
This SLA may be updated between engagements; the version referenced by your SOW is the one that applies to it. Material changes are posted here with a new effective date.
9. Contact
Incidents: support@rushlabs.dev. Everything else: legal@rushlabs.dev.