Service Level Agreement (SLA)
Lilypad Solutions’ service and support commitments.
Effective Date: November 24, 2025
This SLA outlines Lilypad Solutions’ service and support commitments. All services are provided “as is.”
1. Support Response Time
Lilypad provides support via the contact form at https://www.lilypad.solutions/contact
Response Time Guarantee: Up to 2 business days for all inquiries.
This SLA covers response time only, not resolution time.
2. Availability
Lilypad aims for high availability but does not guarantee uninterrupted service.
3. Maintenance
We may perform maintenance at any time, which may result in temporary downtime.
4. Exclusions
This SLA does not cover:
- Third-party service outages (Vercel, MongoDB Atlas, Stripe)
- Customer misuse
- Internet or connectivity issues outside our control
5. Updates
Lilypad may update the SLA at any time. Continued use of services constitutes acceptance.