Service Level Agreement (SLA)

Effective Date: July 30, 2026. Applicable exclusively to Enterprise clients.

1. 99.9% Uptime Guarantee

ILTIQA guarantees a monthly service availability uptime of at least 99.9%. Service availability covers our core dynamic QR redirection links (/q/*) and the public dashboard/REST APIs.

2. Priority Response Support Times

Support issues submitted by Enterprise client accounts are triaged with the highest priority:

●Severity 1 (Redirection downtime): Response within 1 hour, target resolution within 4 hours.
●Severity 2 (API/Dashboard issues): Response within 4 hours, target resolution within 24 hours.
●Severity 3 (General queries): Response within 12 hours.

3. Service Credits

In the event ILTIQA fails to meet the 99.9% uptime guarantee in any billing cycle, the client is eligible to request service credits calculated as follows:

Monthly Uptime Percentage	Service Credit Granted
Between 99.0% and 99.9%	10% of monthly bill
Between 95.0% and 99.0%	25% of monthly bill
Less than 95.0%	50% of monthly bill

4. Exclusions

Uptime guarantees do not apply to service degradation caused by scheduled maintenance windows (announced 48 hours in advance), Force Majeure events, internet service provider outages, or client configuration errors.

ILTIQA