Service Level Agreement

1. Overview

This Service Level Agreement ("SLA") describes the service commitments that Dumpster Controls Inc. ("Company") provides to users of the Dumpster Controls platform ("Service"). This SLA is incorporated into and forms part of our Terms of Service.

This SLA applies to all users of the Service regardless of plan type. We strive to deliver a reliable, high-performance platform that dumpster rental operators can depend on for daily operations.

2. Uptime Commitment

Dumpster Controls targets a monthly uptime of 99.5% for the core platform services, measured on a calendar month basis. Core platform services include:

• Web application access (dashboard, dispatch, orders, invoicing)
• API endpoints and data access
• Authentication and user management
• Database read and write operations

The following are excluded from uptime calculations:

• Scheduled maintenance windows (announced at least 24 hours in advance)
• Third-party service outages (Stripe, Google Maps, email providers)
• Force majeure events (natural disasters, government actions, internet backbone failures)
• Issues caused by user-side factors (browser incompatibility, local network issues)

3. Scheduled Maintenance

We perform routine maintenance to ensure the Service remains secure, performant, and up to date.

• Planned Maintenance: Scheduled during low-usage windows (typically 2:00 AM – 6:00 AM EST on weekdays). Users will be notified at least 24 hours in advance via email and/or in-app notification.
• Emergency Maintenance: In the event of a critical security vulnerability or system failure, we may perform emergency maintenance without prior notice. Affected users will be notified as soon as practicable.
• Zero-Downtime Deployments: We utilize rolling deployment strategies to minimize service interruptions during routine updates.

4. Support Response Times

Dumpster Controls provides support through email and in-app support channels. Response time targets are based on issue severity:

Response times are measured during business hours (Monday–Friday, 8:00 AM – 8:00 PM EST), except for Critical severity issues which are monitored 24/7.

5. Data Protection and Backups

We implement comprehensive data protection measures to safeguard your business data:

• Automated Backups: Database backups are performed continuously with point-in-time recovery capabilities.
• Geographic Redundancy: Data is replicated across multiple availability zones to protect against infrastructure failures.
• Encryption: All data is encrypted in transit (TLS 1.2+) and at rest (AES-256).
• Recovery Time Objective (RTO): In the event of a major failure, we target service restoration within 4 hours.
• Recovery Point Objective (RPO): Data loss in a disaster scenario is targeted to be less than 1 hour of transactions.

6. Performance Standards

We target the following performance standards under normal operating conditions:

• Page Load Time: Core application pages load within 3 seconds on a standard broadband connection.
• API Response Time: 95th percentile API response time under 500 milliseconds.
• Real-Time Updates: Dispatch board and order status updates delivered within 2 seconds of the triggering event.

7. SLA Exclusions

This SLA does not apply to:

• Free tier or trial accounts (service is provided on a best-effort basis)
• Features explicitly labeled as "Beta" or "Preview"
• Third-party integrations and services (Stripe, Google Maps, email providers)
• Performance issues caused by User's browser, network, or device
• Service disruptions resulting from User's violation of the Terms of Service or Acceptable Use Policy

8. Remedies

This SLA represents service-level targets, not guarantees. Dumpster Controls will make commercially reasonable efforts to meet these targets. No financial credits, refunds, or compensation are provided for failure to meet SLA targets. Our sole obligation is to use reasonable efforts to restore the Service as quickly as possible.

9. Changes to This SLA

We may update this SLA from time to time. Material changes will be communicated to active users at least 30 days before taking effect. The latest version of this SLA is always available on this page.

10. Contact

For SLA-related inquiries or to report a service incident, contact us at support@dumpstercontrols.io.