Service Level Agreement (SLA)

Customer-Facing SLA Commitments

This Service Level Agreement ("SLA") defines the availability, freshness, delivery, and support response commitments provided by RealBids ("RBS") to our customers.

Effective Date: September 2026•Measurement Window: Monthly•View Real-Time System Status

At a Glance

99.5%

Platform Uptime

98.5%

AI & Bid Pipeline

P95 < 5m

Job Freshness

99.0%

Notifications

99.9%

Calc Accuracy

Missed a target? Support response times are P1 <2hrs / P2 <8 business hrs / P3 <24 business hrs, and service credits range 5–30% depending on shortfall — full definitions and how to claim are in the sections below.

Service Availability Commitments

RBS monitors the platform across 5 core operational metrics. Commitments are evaluated monthly on rolling performance telemetry.

Service Component	Target Objective	Measurement Window	Tracking Metric
Core Platform Uptime	99.5%	Monthly	Successful HTTP requests to RBS dashboard and APIs
AI Availability & Bidding	98.5%	Monthly	Successful execution of Auto-Bid and On-Demand Bid pipelines
Job Freshness	P95 < 5 minutes	Monthly	Time elapsed from Upwork listing visibility to ingestion
Notification Delivery	99.0%	Monthly	Webhook/Slack events dispatched within 120 seconds
Calculation Accuracy	99.9%	Monthly	Accurate schema parsing for Contract and MRR values

Support Response and Resolution Objectives

Support tickets submitted via in-app bug reporting, Slack integrations, or emergency support channels are prioritized according to incident severity.

Priority Tier	Initial Response Time	Target Resolution Time
P1 - Critical System down, bidding halted	< 2 hours (24/7)	< 8 hours
P2 - Major Core feature impaired, workaround available	< 8 business hours	< 48 hours
P3 - Minor / Bug Non-critical bug, UI issue	< 24 business hours	< 5 business days

Standard Exclusions

Service Level Commitments do not apply under the following conditions:

Upstream Third-Party Service Outages: Outages or rate limiting originating from upstream third-party services (e.g., Upwork, OpenAI, Slack, Cloudflare).

Planned Maintenance Windows: Planned maintenance windows announced at least 48 hours in advance.

Customer-Side Environment Failures: Customer-side network failures, misconfigurations, or API credential expirations.

Service Credit Remedies

If RBS falls below the monthly Core Platform Uptime commitment, customers are eligible for billing credits applied to their next renewal invoice upon request:

UPTIME TIER 1

99.0% – 99.49%

5%Service Credit

UPTIME TIER 2

97.0% – 98.99%

15%Service Credit

UPTIME TIER 3

Below 97.0%

30%Service Credit

Claiming Credits: To request a service credit, contact support at tos-privacy@realbids.app within thirty (30) days of the calendar month in which the uptime shortfall occurred.

Monitor Live Service Telemetry

View 90-day subsystem health, automated ingestion latency, and incident history.

Open System Status