Service Level Agreement
Our commitment to service availability and support quality
Last updated: 4/1/2026
Service Availability
99.9% Uptime Guarantee
AccessLens guarantees 99.9% uptime for our core platform services, measured monthly excluding scheduled maintenance windows.
Included Services
- • Web application access
- • API endpoints
- • Report generation
- • Data synchronization
- • Alert notifications
Exclusions
- • Scheduled maintenance (announced 48h prior)
- • Third-party service outages (AWS, etc.)
- • Customer configuration issues
- • Force majeure events
- • Customer network connectivity
Maintenance Windows
Scheduled Maintenance: Sundays 2:00-4:00 AM UTC
Emergency Maintenance: As needed with 2-hour notice when possible
Support Response Times
| Priority Level | Description | Response Time | Resolution Target |
|---|---|---|---|
| Critical | Service unavailable or security incident | 1 hour | 4 hours |
| High | Major feature not working | 4 hours | 24 hours |
| Medium | Minor feature issues or questions | 8 hours | 72 hours |
| Low | General questions or feature requests | 24 hours | 5 business days |
Support Hours
Business Hours: Monday-Friday, 9:00 AM - 5:00 PM EST
Critical Issues: 24/7 emergency support available
Contact: support@accesslens.net
Performance Standards
Response Times
- Page Load Time:< 3 seconds
- API Response Time:< 500ms
- Report Generation:< 5 minutes
- Data Sync:< 15 minutes
Data Processing
- Account Scan:< 15 minutes
- Alert Delivery:< 5 minutes
- Data Retention:12 months
- Backup Frequency:Daily
Service Credits
Uptime Service Credits
If we fail to meet our 99.9% uptime commitment, you may be eligible for service credits:
- • 99.0% - 99.8% uptime: 10% monthly service credit
- • 95.0% - 98.9% uptime: 25% monthly service credit
- • Below 95.0% uptime: 50% monthly service credit
Credit Request Process
- Submit request within 30 days of the incident
- Provide details of the service disruption experienced
- Credits will be applied to your next billing cycle
- Maximum credit per month: 50% of monthly subscription fee
Monitoring & Reporting
Real-time Monitoring
- • 24/7 automated system monitoring
- • Proactive alerting for service issues
- • Performance metrics tracking
- • Security event monitoring
Status Reporting
- • Public status page: status.accesslens.net
- • Monthly uptime reports
- • Incident post-mortems
- • Performance trend analysis
Contact Information
Support Contacts
Email: support@accesslens.net
Business Information
AccessLens, LLC
Orlando, Florida
Legal Terms
This SLA is part of your service agreement with AccessLens and is subject to the terms and conditions outlined in our Terms of Service.
AccessLens reserves the right to modify this SLA with 30 days written notice. Continued use of the service after modifications constitutes acceptance of the updated terms.
For questions about this SLA or to report service issues, please contact our support team at support@accesslens.net.