Service Level Agreement (SLA)

1. Service availability commitment

Tapbound strives to maintain an aggregate uptime of 99.9% for our core web platform, build dispatch engine, and developer APIs, excluding scheduled maintenance windows.

2. Scheduled maintenance

We perform regular platform updates and database maintenance to ensure optimal performance and security. Scheduled maintenance is announced in advance on our System Status page.

3. Support response targets

Our support team provides ticket-based support for all active accounts:

• Critical Incidents (Platform Outages): Initial response within 2 hours.
• Priority Build & Licensing Inquiries: Initial response within 12 business hours.
• General Support & Configuration Inquiries: Initial response within 24 to 48 business hours.

4. Build failure triage and 24-hour delivery commitment

Automated mobile app packaging generally completes within 5 to 15 minutes. In the rare event that an automated compilation encounters an unexpected pipeline error or infrastructure timeout:

• Automatic Alerting: Our operations engineering team is immediately notified with diagnostic telemetry.
• 24-Hour Resolution Window: We commit to investigating, addressing configuration or SDK dependencies, and delivering the verified binary package within a maximum window of 24 hours.
• Fairness Guarantee: If our engineering team cannot deliver your app within 24 hours due to an unresolvable platform defect, your build credit is automatically refunded.

5. Real-time status

Real-time operational status, incident histories, and uptime metrics are publicly available at tapbound.com/status.