Acordo de Nivel de Servico

Effective: January 7, 2026

This Service Level Agreement ("SLA") describes PetroBench's availability commitments and support response targets for the Services.

Disponibilidade da plataforma

PetroBench targets high monthly uptime for the production platform at app.petrobench.com. Uptime is measured as the percentage of minutes per calendar month during which core platform features - well management, simulation, and results - are available to authenticated users. Uptime commitments vary by plan.

Real-time status and historical uptime are available at status.petrobench.com.

Scheduled maintenance is performed during low-traffic windows with advance notice to administrators. Most deployments are zero-downtime and do not require a maintenance window.

The following are excluded from downtime calculations:

• Scheduled maintenance windows
• Degraded performance that does not prevent core functionality
• Issues caused by customer-side factors (network, browser, identity provider outages)
• Force majeure events
• Third-party infrastructure outages outside PetroBench's reasonable control

Suporte

Response times vary by support tier. Every plan includes a baseline support level, with faster response available on higher tiers. Contact your account representative to discuss upgrade options.

Support channels:

• Email: support@petrobench.com
• In-platform: Support ticket submission from the Help menu

Monitoramento

PetroBench monitors platform health continuously, including uptime checks, application errors, and core service performance. Real-time status and historical uptime data are available at status.petrobench.com.

Contato

For questions about availability or support, contact support@petrobench.com.