SLA

Our Service Level Agreement (SLA) outlines our commitment to uptime and reliability for your laboratory operations.

1. Uptime Commitment

Labexe guarantees a Monthly Uptime Percentage of at least 99.9%. Laboratory operations are mission-critical; we ensure the platform is available when you need it.

2. Support Response Times

• Critical: 2-hour response (24/7)
• High: 4-hour response (Business hours)
• Standard: 12-hour response (Business hours)

3. Maintenance Windows

Scheduled maintenance is performed during low-traffic periods. We provide at least 48 hours notice for any maintenance that may impact service availability.

4. Data Backups

We perform full daily backups and point-in-time recovery (PITR) for the last 35 days, ensuring your laboratory records are always recoverable.