10/11/2026 Official Document
Service Level Agreement (SLA)
Enterprise Service Level Agreement (SLA)
Effective Date: October 8, 2026
Target Availability: 99.9% Monthly Uptime
LookAtMe provides enterprise-grade reliability and business continuity guarantees for organizations operating mission-critical workforce telemetry.
1. Monthly Uptime Commitment
LookAtMe guarantees a Monthly Uptime Percentage of at least 99.9% for all core API routes, WebSocket ingestion gateways, and web dashboards during each calendar billing cycle.
2. Service Credit Schedule
If LookAtMe fails to achieve the guaranteed Monthly Uptime Percentage, customers are entitled to receive Service Credits against future billing cycles:
| Monthly Uptime Percentage | Service Credit Percentage |
|---|---|
| 99.0% - 99.89% | 10% Credit |
| 95.0% - 98.99% | 25% Credit |
| < 95.0% | 50% Credit |
3. Incident Severity Levels & Response Times
- Severity 1 (Critical / Platform Down): Complete inability to ingest agent telemetry or access admin panel. Response time: < 15 minutes, 24x7x365.
- Severity 2 (High / Degraded Performance): Significant feature degradation (e.g. delayed screenshot rendering). Response time: < 1 hour, 24x7.
- Severity 3 (Medium / Normal Query): Non-critical bug or dashboard reporting question. Response time: < 4 hours, business hours.
- Severity 4 (Low / General Question): Configuration assistance or enhancement request. Response time: < 12 hours.
Technical Operations Center: noc@lookatme.com