Service Level Agreement
We stand behind PatchDesk with clear commitments on availability, response times, and what happens when we fall short.
Effective date: March 22, 2025 · Last updated: March 24, 2026
99.9% Uptime Guarantee
We commit to 99.9% monthly uptime for the PatchDesk platform. That translates to less than 44 minutes of unplanned downtime per month.
Fast Support Response
All support requests receive an initial response within 24 hours on business days. Critical incidents affecting service availability are prioritised and responded to within 4 hours.
Data Integrity
Your data is backed up continuously. In the event of data loss caused by our infrastructure, we will restore your data from the most recent available backup at no charge.
Service Credits
If we fail to meet our uptime commitment in any given calendar month, eligible customers will receive a prorated service credit for the affected period.
1. Uptime Commitment
PatchDesk commits to maintaining 99.9% monthly uptime for its web application and API services. Uptime is calculated on a rolling calendar month basis and excludes scheduled maintenance windows.
Scheduled maintenance will be announced at least 48 hours in advance via email and/or an in-app notice. Maintenance is performed during off-peak hours (typically 02:00–05:00 UTC on weekends) and does not count against your uptime calculation.
- Monthly uptime % = (total minutes in month − downtime minutes) ÷ total minutes in month × 100
- Downtime is defined as the platform being unavailable or returning errors for more than 1% of requests over a consecutive 5-minute window.
2. Incident Response & Support
Support requests are handled via email at [email protected]. Response time targets are measured from the time we receive your message during business hours (Monday–Friday, 09:00–18:00 UTC).
| Severity | Description | Initial Response |
|---|---|---|
| P1 – Critical | Platform unavailable or data loss in progress | 4 hours |
| P2 – High | Major feature broken with no workaround | 8 business hours |
| P3 – Medium | Feature degraded; workaround available | 1 business day |
| P4 – Low | General questions, feature requests | 2 business days |
3. Service Credits
If PatchDesk fails to meet the 99.9% monthly uptime commitment, you may be eligible for a service credit applied to a future invoice:
| Monthly Uptime | Credit |
|---|---|
| 99.0% – 99.9% | 10% of monthly fee |
| 95.0% – 99.0% | 25% of monthly fee |
| Below 95.0% | 50% of monthly fee |
To request a credit, email [email protected] within 30 days of the end of the affected month. Credits are applied to future invoices and are not redeemable for cash. Credits are your sole remedy for downtime under this SLA.
4. Exclusions
The uptime commitment and service credits do not apply to downtime caused by:
- Scheduled maintenance communicated in advance.
- Events outside our reasonable control (force majeure), including internet backbone outages, natural disasters, or governmental actions.
- Actions or omissions of the customer, including misconfiguration, misuse, or use of the service in violation of our Terms of Service.
- Third-party services not under PatchDesk's control (e.g., your email provider, DNS registrar, or browser).
- Beta features or services explicitly marked as experimental or preview.
5. Data Backup & Recovery
PatchDesk performs automated database backups continuously with a minimum of daily snapshots retained for 30 days. In the event of data loss caused by PatchDesk infrastructure failure:
- We will notify affected customers within 24 hours of confirming the incident.
- We will restore data from the most recent available backup.
- Recovery time objective (RTO): 8 business hours for a full restore.
- Recovery point objective (RPO): maximum 24 hours of data loss.
6. Changes to This SLA
PatchDesk may update this SLA from time to time. Material changes will be communicated via email at least 14 days before they take effect. Continued use of the service after the effective date constitutes acceptance of the updated SLA.
7. Contact
For SLA enquiries, incident reports, or credit requests, contact us at: