Service Level Agreement (SLA)

Duckday commits to a monthly uptime of 99.5%, calculated on total minutes of the month net of exclusions. Uptime is measured at the main application endpoint.

Enhanced SLAs up to 99.9% are available for Enterprise customers via specific contract.

Scheduled maintenance is preferably performed on Sundays from 02:00 to 06:00 CET with at least 48-hour notice via email and in-app. Scheduled windows are excluded from the uptime calculation.

• Standard (SMB): email support during business hours (Mon-Fri 9:00-18:00 CET). Excludes Italian holidays.
• Business: email + chat 8×5, Slack Connect.
• Enterprise: 24×5 email, chat, phone, dedicated account manager.

If the monthly uptime is not met, the Customer is entitled to Service Credits on the relevant month's fee:

• Uptime ≥ 99.0% and < 99.5%: 5%
• Uptime ≥ 95.0% and < 99.0%: 10%
• Uptime < 95.0%: 25%

Service Credits must be requested within 30 days from the end of the relevant month and are credited on the next invoice. They are the Customer's sole and exclusive remedy for SLA breaches.

The following are excluded from uptime:

• Communicated scheduled maintenance
• Force majeure events (natural disasters, government acts, backbone outages)
• Active DDoS attacks or intrusion attempts
• Outages caused by Customer's vendors (ISPs, on-prem infrastructure, unsupported custom integrations)
• Outages caused by Customer's breach of AUP

Availability metrics are published at status.duckday.it. Enterprise customers receive a detailed monthly report.