Service Level Agreement

1. Uptime Commitment

Dome guarantees 99.9% platform uptime for paid plans, measured monthly. This excludes scheduled maintenance (notified at least 48 hours in advance) and downtime caused by factors outside our reasonable control.

2. Support Response Times

Critical issues (platform down, data loss): 1 hour response, 4 hours resolution. High priority (major feature degradation): 4 hours response, 8 hours resolution. Normal priority (non-critical bugs): 24 hours response. Low priority (feature requests): 5 business days response.

3. Credits

If uptime falls below 99.9%, you are eligible for service credits: 5% monthly fee for 99.0–99.9%, 10% for 95.0–98.9%, 25% for below 95%. Credits are applied to your next billing cycle and are the sole remedy for downtime.

4. Exclusions

This SLA does not cover downtime caused by your own infrastructure or network issues, third-party integrations (Meta, HubSpot, etc.), beta features, or actions by unauthorized third parties.

5. Reporting

To request credits, submit a support ticket within 7 days of the downtime incident. We will verify the downtime using our monitoring systems and apply credits accordingly.