Terms of Service

Welcome to Spondic. By using our services, you agree to these Terms of Service. Please read them carefully.

Service Level Agreement (SLA)

Our Service Level Agreement defines the performance and support commitments we make to you when you use Spondic.

Uptime Guarantee

We commit to maintaining high availability of the Spondic platform. Our target uptime is 99.9% measured monthly, excluding scheduled maintenance communicated in advance. If we fall short of this commitment, we will work with you in accordance with our SLA to address any credits or remedies as applicable to your plan.

Response Times

We prioritize support tickets by severity. Our target response times are:

• P1 (Critical) — System down or major feature unavailable: initial response within 4 business hours.
• P2 (High) — Significant impact on usage; workaround may exist: initial response within 8 business hours.
• P3 (Normal) — General questions, feature requests, or minor issues: initial response within 24 business hours.

Support Hours

Customer support is available Monday through Friday, 8:00 AM to 5:00 PM Eastern Time (ET). Requests submitted outside these hours will be addressed on the next business day. For critical (P1) issues during off-hours, please follow the escalation process outlined in your agreement.

General Terms

You are responsible for your use of the service and for complying with applicable laws. We may update these terms from time to time; continued use after changes constitutes acceptance. For questions about these Terms of Service or our SLA, please contact us through our Contact page.