1. Service Availability
Portfol.io is committed to providing reliable service to our customers. We guarantee the following uptime levels:
Uptime Guarantee
- Free Plan: Best effort, no uptime guarantee
- Photographer Plan: 99.5% monthly uptime
- Videographer Plan: 99.9% monthly uptime
Planned Maintenance
We reserve the right to perform scheduled maintenance with advance notice. Planned maintenance windows are excluded from uptime calculations. We will provide at least 48 hours notice for planned maintenance.
2. Performance Standards
Page Load Times
- Portfolio pages: < 2 seconds (95th percentile)
- Dashboard and admin pages: < 3 seconds (95th percentile)
- Image loading: Optimized delivery via CDN
Upload Speeds
- Photos: Upload processing within 30 seconds
- Videos (Videographer Plan): Processing time varies by file size
3. Support Response Times
| Plan |
Initial Response |
Support Channels |
| Free |
5 business days |
Email only |
| Photographer |
24 hours |
Email, Help Center |
| Videographer |
12 hours |
Email, Help Center, Priority Support |
4. Data Backup and Recovery
Backup Schedule
- Database backups: Daily
- File storage: Real-time replication across multiple availability zones
- Backup retention: 30 days
Disaster Recovery
Recovery Time Objective (RTO): 4 hours
Recovery Point Objective (RPO): 24 hours
5. Security Measures
- SSL/TLS encryption for all data in transit
- Encryption at rest for stored data
- Regular security audits and vulnerability scanning
- DDoS protection and mitigation
- Access controls and authentication systems
- Security incident response within 2 hours of detection
6. Service Credits
If we fail to meet our uptime guarantee, you may be eligible for service credits:
| Monthly Uptime |
Service Credit |
| 99.0% - 99.5% |
10% of monthly fee |
| 95.0% - 98.9% |
25% of monthly fee |
| < 95.0% |
50% of monthly fee |
Claiming Service Credits
To claim service credits:
- Submit a claim within 30 days of the incident
- Provide details of the downtime experienced
- We will review and process valid claims within 15 business days
- Credits are applied to future invoices
7. Exclusions
The SLA does not apply to service unavailability caused by:
- Scheduled maintenance (with advance notice)
- Factors outside our reasonable control (force majeure)
- Issues caused by your equipment, software, or internet connection
- Violations of our Terms of Service
- Third-party services or APIs beyond our control
- DDoS attacks or other security incidents
8. Monitoring and Reporting
We continuously monitor our service performance and maintain a public status page showing:
- Current system status
- Scheduled maintenance windows
- Historical uptime data
- Incident reports and post-mortems
9. Payment Processing
For users selling through our platform:
- Payment processing via Stripe (99.99% uptime SLA)
- Payouts processed within 2-7 business days
- Transaction fee: 5% + Stripe fees
- Automatic retry for failed transactions
10. Account Suspension
We reserve the right to suspend accounts that:
- Violate our Terms of Service
- Engage in fraudulent activity
- Exceed fair use policies
- Fail to pay subscription fees
We will provide notice before suspension when possible, except in cases of suspected fraud or abuse.
11. Service Modifications
We reserve the right to modify or discontinue features with 30 days notice. We will not reduce core functionality of paid plans without providing alternatives or refunds.
12. Liability Limitations
Our total liability for any claims related to the Service is limited to the amount you paid in the 12 months preceding the claim. We are not liable for indirect, incidental, special, or consequential damages.
13. Changes to SLA
We may update this SLA from time to time. We will notify paid subscribers of significant changes at least 30 days in advance. Continued use of the Service after changes constitutes acceptance.
14. Contact for SLA Issues
For questions about this SLA or to report service issues:
Email: sla@Portfol.io.com
Support: support@Portfol.io.com