Service Level Agreement (SLA)
Effective date: March 14, 2026
Applies to: Enterprise Plan customers only
This Service Level Agreement ("SLA") is entered into between Patmos Software LLC ("Patmos") and the Enterprise customer identified in the applicable Order Form ("Customer"). This SLA is incorporated into and subject to the Queuerd Terms of Service.
1. Definitions
"Service" means the Queuerd virtual waiting room platform, including the Edge Middleware, Queue Engine, API, and dashboard.
"Monthly Uptime Percentage" means the total minutes in a calendar month, minus the minutes of Downtime, divided by total minutes in that month, expressed as a percentage.
"Downtime" means the total minutes in a calendar month during which the Service is unavailable, excluding Scheduled Maintenance and Excluded Downtime.
"Scheduled Maintenance" means planned maintenance windows communicated at least 48 hours in advance via status.queuerd.com or email.
"Excluded Downtime" means unavailability caused by: (a) factors outside Patmos's reasonable control (force majeure, internet failures, third-party provider outages); (b) Customer's actions or inactions; (c) Customer's equipment or third-party services; (d) Beta features explicitly labeled as such.
"Service Credit" means a credit applied to Customer's account as described in Section 3.
2. Uptime Commitment
Patmos will use commercially reasonable efforts to achieve the following Monthly Uptime Percentage for Enterprise customers:
| Component | Target Uptime |
|---|---|
| Edge Middleware (queue decisions) | 99.99% |
| Queue Engine (Redis operations) | 99.99% |
| Dashboard | 99.9% |
| API | 99.9% |
These targets apply to the core queue functionality. Dashboard and API unavailability does not constitute Downtime for the purposes of SLA credits if the queue itself continues to function.
3. Service Credits
If the Monthly Uptime Percentage falls below the target, Customer is eligible for Service Credits:
| Monthly Uptime | Credit (% of monthly fee) |
|---|---|
| 99.0% – 99.98% | 10% |
| 95.0% – 98.99% | 25% |
| 90.0% – 94.99% | 50% |
| < 90.0% | 100% |
3.1 Credit Request
To receive a Service Credit, Customer must submit a written request to support@queuerd.com within 30 days after the end of the calendar month in which the Downtime occurred. The request must include: the dates and times of Downtime, affected domain(s), and a description of the impact.
3.2 Credit Application
Service Credits will be applied to the next invoice. Credits are the sole and exclusive remedy for Downtime and do not entitle Customer to a refund.
3.3 Maximum Credit
Service Credits shall not exceed 100% of the monthly fee for the affected month.
4. Incident Response
4.1 Severity Levels
| Severity | Definition | Initial Response | Status Update |
|---|---|---|---|
| P1 — Critical | Core queue non-functional, affecting active visitors | 15 minutes | Every 30 minutes |
| P2 — High | Significant degradation, partial functionality | 1 hour | Every 2 hours |
| P3 — Medium | Minor degradation, workaround available | 4 hours | Daily |
| P4 — Low | Non-critical issue, cosmetic or minor | 1 business day | Weekly |
Response times are measured from the time Patmos becomes aware of the incident, whether through internal monitoring or Customer report.
4.2 Reporting Incidents
To report a P1 or P2 incident, contact:
- Email: incidents@queuerd.com
- Subject line: [P1] or [P2] + brief description
For P3/P4, use support@queuerd.com or the in-dashboard support widget.
5. Support
Enterprise customers receive:
- Dedicated support channel: Direct Slack channel or email thread with Queuerd engineering team
- Support hours: Monday–Friday, 9 AM–6 PM (US Eastern Time), excluding US public holidays
- P1 support: 24/7 for production incidents via incidents@queuerd.com
- Onboarding: 1:1 technical onboarding session with integration assistance
- Quarterly business review: Review of usage, performance, and roadmap
6. Data and Security
For Enterprise customers:
- Data isolation: Complete namespace isolation in Redis and Row-Level Security in Postgres
- Audit logs: All configuration changes logged with timestamp and user identity
- SSO: SAML/OIDC single sign-on available upon request
- Custom data retention: Data retention periods configurable per agreement
- Security review: Annual security posture review available
7. Monitoring and Transparency
- Status page: Real-time status at status.queuerd.com
- Incident history: All incidents posted to the status page within 24 hours of resolution
- Monthly report: Automated uptime report delivered by the 5th of each month
8. General
8.1 This SLA applies only to Enterprise customers with a signed Order Form.
8.2 Patmos reserves the right to modify this SLA with 30 days' written notice to Enterprise customers.
8.3 In the event of conflict between this SLA and the Order Form, the Order Form prevails.
8.4 This SLA does not apply to free or Pro plan customers.
Contact
Patmos Software LLC
Enterprise Support: enterprise@queuerd.com
Incidents: incidents@queuerd.com
queuerd.com