Last Updated: 1st March, 2025
1. Uptime Commitment
WaveQuery commits to 95% uptime, excluding maintenance or force majeure events.
2. Support Response
WaveQuery provides support within 8 business hours.
3. Limitation on SLA
WaveQuery is a startup and may experience outages. Customer acknowledges that uptime commitments are aspirational and agrees that temporary disruptions do not constitute a breach.
4. Downtime Compensation
Whenever downtime occurs, free usage credits will be provided to the Customer.
5. Support Escalation Process
In case of issues, Customers should escalate as follows:
Tier 1: General support at support@wavequery.com
Tier 2: Assigned client account manager ([name]@wavequery.com)
Tier 3: Business leadership (amin@wavequery.com or luke@wavequery.com)
WaveQuery commits to 95% uptime, excluding maintenance or force majeure events.
2. Support Response
WaveQuery provides support within 8 business hours.
3. Limitation on SLA
WaveQuery is a startup and may experience outages. Customer acknowledges that uptime commitments are aspirational and agrees that temporary disruptions do not constitute a breach.
4. Downtime Compensation
Whenever downtime occurs, free usage credits will be provided to the Customer.
5. Support Escalation Process
In case of issues, Customers should escalate as follows:
Tier 1: General support at support@wavequery.com
Tier 2: Assigned client account manager ([name]@wavequery.com)
Tier 3: Business leadership (amin@wavequery.com or luke@wavequery.com)
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