Service Level Agreement

1. Applicability

This Service Level Agreement ("SLA") applies only to customers on an Enterprise plan (or other plan expressly granting SLA coverage on an Order Form) with Shubham Gupta trading as Watch Dog. Self-serve Free, Team, and Business plans do not include contractual uptime credits under this SLA.

2. Covered services

"Covered Services" means the Watch Dog organization dashboard API and web application used for policy administration and audit log access. The browser extension runs locally on customer devices; local extension runtime on end-user machines is not a Covered Service for uptime measurement.

3. Availability target

We target 99.5% monthly uptime for Covered Services, excluding Scheduled Maintenance and Exclusions below.

Monthly Uptime % = (Total minutes in month − Downtime minutes) / Total minutes in month × 100.

4. Scheduled maintenance

We will aim to provide at least 48 hours' notice for scheduled maintenance expected to exceed 15 minutes of downtime. Emergency security maintenance may occur with shorter notice.

5. Exclusions

• Force majeure, internet or third-party cloud provider failures beyond our reasonable control
• Customer-caused outages (misconfiguration, credential loss, abusive traffic)
• Beta / early-access features labeled as such
• Chrome Web Store, MDM, or end-user device issues
• Suspension for non-payment or AUP violations

6. Support response targets (Enterprise)

• P1 — Service unavailable: initial response within 4 business hours (AWST)
• P2 — Major degradation: within 1 business day
• P3 — General questions: within 2 business days

Report incidents to support.watchdogdlp@gmail.com with "P1" / "P2" in the subject where applicable.

7. Service credits

If Monthly Uptime for Covered Services falls below 99.5% in a calendar month, Enterprise customers may request a service credit of 10% of that month's recurring fees for the Covered Services; below 99.0%, 25%. Credits are the sole remedy for SLA failures, applied to future invoices, and must be requested within 30 days after month end. Maximum credits in a month will not exceed 25% of that month's fees.

8. Changes

We may update this SLA with notice to Enterprise customers. Improvements apply automatically; material reductions require Order Form amendment or customer acceptance.

9. Related documents

MSA · DPA · Security · Contact sales