Service Level Agreement

1. Introduction

This Service Level Agreement ("SLA") describes the support and service approach for PulseView License Manager. We believe in transparency and honesty about our capabilities and limitations.

2. About Us

PulseView License Manager is developed and maintained by a solo developer. This means:

• There is no dedicated support team or multiple staff members handling requests
• The same person who develops the software also handles support, bug fixes, and feature requests
• Response times may vary based on availability, workload, and the complexity of issues

3. Our Commitment

While we cannot guarantee specific response times or uptime percentages, we commit to:

• Doing our best to respond to support requests as quickly as possible
• Prioritizing critical issues that affect service availability or data security
• Being transparent about our limitations and the solo nature of this operation
• Striving for quality in both the product and the support we provide

4. Support Channels

Support is available through:

• Support tickets via the customer dashboard
• Email (when available through the platform)

Please note that we may not be able to respond immediately, especially outside of regular working hours or during high-demand periods.

5. What to Expect

Response Times

We aim to acknowledge support requests within 2-5 business days, though this is not a guaranteed commitment. Response times may be:

• Faster for critical issues affecting service availability
• Longer during periods of high demand or personal commitments
• Variable based on the complexity of the issue

Issue Resolution

We will work diligently to resolve issues, but cannot provide guaranteed resolution timelines. Factors that may affect resolution time include:

• The complexity and severity of the issue
• Whether it requires code changes, database migrations, or external dependencies
• Current workload and other priorities

Service Availability

While we strive to maintain high availability, we do not provide uptime guarantees or SLA credits. The service is hosted on third-party infrastructure (Supabase), and we rely on their reliability while doing our best to ensure our application layer remains stable.

6. Limitations

As a solo developer operation, we must be honest about limitations:

• No 24/7 support – Support is provided on a best-effort basis during reasonable hours
• No guaranteed uptime – While we monitor the service, we cannot guarantee specific uptime percentages
• Limited resources – Features and bug fixes are prioritized based on impact and feasibility
• Single point of contact – There is no backup team or escalation path

7. Our Philosophy

We believe that honest communication is more valuable than unrealistic promises. We would rather:

• Be transparent about being a solo operation
• Set realistic expectations
• Deliver quality work within our means
• Build trust through honesty rather than empty guarantees

If you require enterprise-grade SLAs with guaranteed response times, uptime commitments, and dedicated support teams, this service may not be the right fit for your needs.

8. How You Can Help

To help us provide the best support possible:

• Be specific in your support requests – include error messages, steps to reproduce, and relevant details
• Be patient – remember that there's one person handling everything
• Report critical issues promptly – we prioritize service-affecting problems
• Understand our limitations – we're doing our best with the resources we have

9. Changes to This Agreement

We may update this SLA from time to time to reflect changes in our operations or approach. The "lastUpdated" date at the top of this document will reflect any changes.

10. Contact

If you have questions about this SLA or our support approach, please reach out through the support ticket system in your dashboard.

---

Thank you for your understanding and for choosing PulseView License Manager.