Service Level Agreement

Uptime Commitment

QRZone guarantees 99.95% uptime for all production services on Business and Enterprise plans, measured monthly excluding scheduled maintenance windows.

Performance Standards

• QR code resolution: under 50ms globally (p95)
• API response time: under 200ms for standard operations
• Analytics data availability: within 30 seconds of scan event
• Dashboard page load: under 2 seconds

Support Response Times

• Critical (service down): 1 hour response, 4 hour resolution target
• High (major feature impaired): 4 hour response
• Medium (partial impact): 8 business hour response
• Low (general inquiry): 24 business hour response

Service Credits

If monthly uptime falls below the guaranteed level, customers on eligible plans receive service credits: 10% credit for 99.9-99.95% uptime, 25% credit for 99.0-99.9% uptime, and 50% credit for uptime below 99.0%.

Exclusions

Scheduled maintenance, force majeure events, and issues caused by customer misuse or third-party dependencies are excluded from uptime calculations.