Service Level Targets
April 2026 update: This page describes our internal service-level targets. A formal Service Level Agreement with binding service credits is available on annual Business-tier contracts and will be offered more broadly once our SOC 2 Type II audit and status-page rollout complete. Districts and vendors who need a signed SLA today should email sales@thinkkits.com.
1. Uptime Target
ThinkKits targets 99.9% monthly uptime for all production services. This is our operating target, not a contractual guarantee absent a signed SLA.
Uptime calculation: Uptime = (Total Minutes − Downtime Minutes) / Total Minutes × 100
Definition of downtime: The platform (platform.thinkkits.com) returning HTTP 5xx errors or failing to respond for 5 or more consecutive minutes, as measured by our independent monitoring service (UptimeRobot).
Scheduled maintenance is excluded from downtime calculations.
2. Monitoring & Transparency
- 8 active UptimeRobot monitors: health endpoint, platform, search API, school profiles, help center, auth service, billing, admin panel
- Sentry error tracking with real-time alerting
- Public status page available at status.thinkkits.com (coming soon)
- Incident communications via email to affected users
3. Response Time Commitments
P1 Critical
Definition: Complete platform outage or data breach.
Response: Within 1 hour
Resolution Target: 4 hours
Communication: Status page + email within 1 hour, updates every hour
P2 High
Definition: Major feature unavailable (search, school profiles, billing).
Response: Within 4 hours
Resolution Target: 24 hours
Communication: Status page within 2 hours, email to affected users within 4 hours
P3 Medium
Definition: Minor feature degradation, slow performance.
Response: Within 24 hours
Resolution Target: 72 hours
Communication: Internal ticket, changelog entry when resolved
P4 Low
Definition: Enhancement request, cosmetic issue.
Response: Within 48 hours
Resolution Target: Roadmap consideration
Communication: Support ticket response
4. Planned Maintenance
- Maintenance windows: Sundays 2:00 AM – 6:00 AM ET
- 48-hour advance notice for all planned maintenance
- Emergency maintenance may occur without advance notice; notification sent immediately upon commencement
- Expected planned maintenance: < 4 hours per month
5. Service Credits
Binding service credits are available only under a signed Service Level Agreement. Business-tier customers on annual contracts can request a signed SLA addendum that defines the credit schedule and request process. Contact sales@thinkkits.com to initiate.
The sample credit schedule that previously appeared on this page has been removed (April 2026) to align published commitments with our current contractual posture.
6. Exclusions
The SLA does not cover:
- Force majeure: Natural disasters, war, pandemics, government action
- Third-party service disruptions: Stripe, Clerk, Cloudflare, etc. — outside our reasonable control
- Customer-caused issues: API abuse, exceeding rate limits, misconfigured integrations
- Beta/preview features: Explicitly marked as non-production
- Scheduled maintenance: During announced windows
- Internet connectivity issues: Between the customer and our infrastructure
7. Support Channels
| Channel | Contact | Response | Tiers |
|---|---|---|---|
| support@thinkkits.com | 24 hours | All tiers | |
| Priority Support | priority@thinkkits.com | 4 hours | Professional, Business |
| Emergency | security@thinkkits.com | 1 hour | Security incidents |
| Phone | (267) 936-0332 | M–F 9am–5pm ET | Business tier |
8. SLA for Enterprise & Government
Custom SLA terms are available for Business and Enterprise tiers:
- Enhanced uptime guarantees (99.95%) available for Enterprise agreements
- Dedicated support engineer for Enterprise customers
- Custom maintenance windows by agreement
Custom SLA Inquiries
Contact sales@thinkkits.com for custom SLA terms.