99.9% Uptime Commitment
This SLA establishes platform operational standards, maintenance schedules and technical support response times.
1. Monthly Platform Availability
EINNOVACION MX commits to maintain a minimum of 99.9% monthly uptime for paid Pro and Enterprise tiers.
2. Technical Support Response Tiers
Support response times:
- Critical (Complete service outage): < 1 hour / 24/7 coverage (Pro & Enterprise).
- High (Deliverable or permission failure): < 4 hours / Mon-Fri 9:00 - 18:00 CDMX.
- Normal (Operational questions): < 12 hours / Mon-Fri 9:00 - 18:00 CDMX.