Service Level Agreement
Version 1.0 · Effective 2026-04-11
Applies to customers who purchase CASO Comply through Microsoft AppSource with a Standard Contract for Microsoft's commercial marketplace or private offer.
Service commitments
CASO commits to the following service levels for customers on monthly or annual Transact subscriptions purchased through Microsoft AppSource.
Uptime
CASO Comply's hosted components (web dashboard, API endpoints, marketplace fulfillment endpoints) will be available at least 99.5% measured monthly, calculated as:
Uptime % = (Total minutes - Downtime minutes) / Total minutes × 100
Downtime excludes:
- Scheduled maintenance windows announced at least 48 hours in advance
- Third-party provider outages (Microsoft Azure, Supabase, Vercel, Render) outside CASO's control, provided CASO has documented the upstream incident
- Customer-initiated issues (misconfigured agent, expired API keys, network ACLs)
- Force majeure events
Not covered by this SLA: the on-premise CASO Docker agent running on your infrastructure. Uptime of the agent depends on your own hosting environment. If the agent goes down because your Windows server crashes or your Azure VM runs out of memory, that's your issue to resolve — but CASO support will help you troubleshoot.
Support response times
Support requests submitted to support@casocomply.com will receive a first response within:
| Severity | First response | Resolution target |
|---|---|---|
| Critical production down, data loss, security incident | 4 business hours | 1 business day |
| High major feature broken, significant impact on your users | 1 business day | 3 business days |
| Normal minor issue, question, configuration help | 2 business days | Best effort |
Business hours are 9 AM – 6 PM US Eastern, Monday through Friday, excluding US federal holidays. CASO does not guarantee 24/7 phone support under the standard AppSource subscription — customers who require 24/7 support can purchase the Enterprise plan, which includes dedicated response times and an oncall escalation path.
Security incident response
CASO maintains an incident response runbook with the following commitments:
- Active response within 30 minutes of detection for SEV-1 incidents (security breach, HIPAA gate failure, production outage)
- Initial customer notification within 4 hours for any incident affecting customer data
- Written 72-hour status update for any SEV-1 incident
- Final post-mortem within 30 days, shared with affected customers on request
Data retention and recovery
- Your CASO tenant record and configuration are retained for the life of your subscription
- Marketplace subscription metadata is retained for 6 years per HIPAA audit requirements (45 CFR 164.316(b)(2)(i))
- Audit log events tied to your tenant are retained for 6 years under the same policy
- Remediated document content is not stored by CASO — your on-premise Docker agent handles document storage entirely within your own infrastructure
If you unsubscribe, CASO will mark your subscription unsubscribed within 5 minutes of receiving the Microsoft webhook, transition your CASO tenant to cancelled status in the same window, retain your tenant record and audit logs for 30 days for account recovery, and permanently delete your tenant record and non-audit data after 30 days unless you request extension. Audit and marketplace metadata is retained for the full 6-year window.
Service credits
If CASO fails to meet the uptime commitment in a given month, you are entitled to service credits on your next Microsoft invoice:
| Monthly uptime | Service credit (% of monthly fee) |
|---|---|
| 99.5% – 100.0% | No credit owed |
| 99.0% – 99.49% | 10% |
| 95.0% – 98.99% | 25% |
| Below 95.0% | 50% |
Service credits are applied by CASO notifying Microsoft to adjust your next invoice. To claim a credit, contact support@casocomply.com with your Microsoft subscription ID and the affected month. We'll review the uptime data and process the credit within one billing cycle.
Exclusions
The SLA does not apply to:
- Beta or preview features explicitly marked as such
- Free trial periods
- Subscriptions in suspended status because of non-payment to Microsoft
- The on-premise Docker agent uptime (as noted above)
- Third-party software or libraries bundled with CASO Comply where the third party's own SLA controls
Changes to this SLA
CASO may update this SLA with 30 days' advance notice to the primary contact on your subscription. Material reductions in commitments (e.g. lowering the uptime target, removing a severity tier) require your explicit acceptance before they take effect for your subscription.
Version: 1.0 · Effective date: 2026-04-11