Service Level Commitment.

1. What this covers

This commitment covers the production Symphonia services a parish depends on day to day: the parish website and online giving, Parish Studio (the back office), Synaxis (the parishioner app), and the sign-in and account systems behind them.

It does not cover: your own parish's device, network, or email; third-party services we integrate with (Stripe for payments, our email and SMS carriers) during an outage on their side; or anything marked as a preview or "coming soon".

2. Availability target

We target 99.9% monthly availability for the core services above, roughly 43 minutes of unplanned downtime in a 30-day month.

This is a target we operate to, not a financially guaranteed figure. Our status page shows measured uptime from automated health checks that run every two minutes, so you can hold us to it rather than take our word for it. Planned maintenance is announced in advance on the status page and does not count against the target.

3. What counts as downtime

Downtime means a core service is unreachable or returning errors for reasons within our control. It is measured by the same automated health checks that drive the public status page.

The following are excluded from downtime: announced maintenance windows; failures of a third-party dependency (for example, a Stripe or carrier outage); problems caused by your own network or configuration; and events outside anyone's reasonable control (force majeure).

4. Support response times

Every parish gets a real person, not a queue that goes nowhere. Our first-response targets, measured during business hours (Eastern time, Monday to Friday):

• Urgent, a parish cannot operate (can't sign in, giving is down, data appears wrong): first response within 4 business hours, and we work it continuously until it is resolved or safely worked around.
• Standard, a feature is misbehaving but the parish can still work: first response within 1 business day.
• Question or request, how-to, a change, a new idea: first response within 2 business days.

These are first-response targets, not resolution guarantees, but for anything urgent, first response means a human actively on it, not an acknowledgement.

5. Incident communication

When something is wrong that affects more than one parish, we say so. Active incidents are posted to the status page, updated as we learn more, and closed with a plain-language note on what happened. We do not quietly ride out an outage.

6. Backups and recovery

Your parish's data is backed up every night and kept somewhere other than the server it runs on:

• Nightly encrypted backups of the whole database, copied off the server to Cloudflare R2, with weekly, monthly, and yearly copies kept longer. Backups are encrypted before they leave the server.
• A weekly automated restore test that rebuilds the latest backup in a scratch database and checks it, so "we have backups" is tested, not assumed.
• Uploaded files such as photos, recordings, and documents are stored in Cloudflare R2, separately from the server.
• Recovery objectives: because backups run nightly, up to a day of changes is at risk in the worst case. Our written recovery plan aims to restore service within one business day.

7. Service credits

The standards above are commitments of effort and posture, and we publish our measured performance against them, but there are no automatic financial service credits for missing the availability target. Your subscription terms, including cancellation and data export, are in the Terms of Service; nothing here reduces your right to leave and take your data with you at any time.

8. Diocese and enterprise

A diocese, chancery, or multi-parish customer that needs a formal, contractual SLA, with defined credits, named response contacts, and a signed agreement, can have one. Reach us at hello@symphonia.church and we will put terms in front of you.