Service Level Agreement

Ikonic targets 99.9% monthly uptime for the production platform, measured excluding scheduled maintenance announced in advance and factors outside our reasonable control.

We announce planned maintenance ahead of time and schedule it to minimise disruption. The current operational state is always visible on our Status page.

Standard plans receive a reply within one business day on email and real-time responses on chat. Scale and Enterprise plans add priority support with faster response commitments.

We triage incidents by severity, communicate status during active incidents, and follow up with a summary for major events.

This SLA does not cover issues caused by customer configuration, third-party services outside our control, or use outside the Terms of Service.

For SLA terms on your plan, contact info@ikonicsys.com.