Service Level Agreement (SLA)

Effective Date: October 3, 2026

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Scope: Peri Monitor SaaS Platform & API Services
Provided by: Periscopify AS, Lillestrøm, Norway

This Service Level Agreement ("SLA") outlines the platform availability, maintenance commitments, and support response standards provided to active subscribers of Peri Monitor (Standard, Pro, and Enterprise tiers).

1. Platform Availability Commitment

Periscopify AS commits to commercially reasonable efforts to ensure the core Peri Monitor SaaS platform (app.periscopify.com) and associated Data APIs remain accessible to authenticated users:

Peri Monitor & Pro Plans
99.5% Uptime

Across any calendar month (permitting a maximum unplanned downtime budget of approximately 3.6 hours per month).

Peri + fagmiljø & Enterprise Subscriptions
99.9% Uptime

Across any calendar month.

Excluded from Uptime Calculation

  1. Scheduled maintenance windows notified at least 48 hours in advance.
  2. Emergency maintenance required for critical security patches or infrastructure mitigation.
  3. Outages caused by client networks, client infrastructure, or third-party DNS failures.
  4. Temporary disruptions, latency spikes, or quota limits imposed by external LLM services or search providers.

2. Scheduled Maintenance Windows

To ensure high system integrity and data security, routine maintenance and database upgrades are scheduled during off-peak hours:

  • Standard Window: Sundays between 02:00 and 06:00 CET.
  • Notification: Advance notices are published via the application status banner or emailed to account administrators.

3. Support Response Standards & Ticketing

Support is delivered directly through the in-app Peri Support Modal or via hello@periscopify.com.

Coverage Hours: Monday to Friday, 08:30 – 17:00 CET (excluding Norwegian national holidays).

Severity LevelDefinitionTarget First ResponseResolution / Mitigation Target
Severity 1 (Critical)Core platform or database completely unavailable to all users; severe data security threat.< 4 Business HoursImmediate continuous triage until resolved
Severity 2 (High)Major analytical feature offline (e.g. background measurement queue stalled); no immediate workaround.< 8 Business HoursWithin 24 Business Hours
Severity 3 (Normal)Minor UI bugs, question configuration queries, export errors, or non-blocking issues.< 24 Business HoursAddressed in subsequent sprint cycle
Severity 4 (General)General product inquiries, onboarding guidance, billing adjustments, or feature suggestions.< 48 Business HoursHandled continuously

4. Third-Party LLM & External AI Dependencies

Peri Monitor functions as an observational and analytical system. In accordance with the official Periscopify Technical Product Specification:

  • Independent Observations: Peri measures and analyzes responses from external AI engines and search surfaces (including Google AI Overviews, OpenAI ChatGPT, Google Gemini, Anthropic Claude, Perplexity AI, and Microsoft Copilot).
  • External Variance: Periscopify does not control, host, or guarantee the output, uptime, speed, or availability of third-party AI models. Delays or temporary outages originating from upstream AI engine providers do not constitute platform downtime under this SLA.

5. SLA Contacts

For urgent technical escalation, system notices, or SLA inquiries: