Trust Center
Service Level Agreement
Uptime commitments, support response times, and maintenance windows
Effective: April 1, 2026
This Service Level Agreement ("SLA") describes PetroBench's availability commitments and support response targets for the Services.
1. Platform Availability
PetroBench targets 99.5% monthly uptime for the production platform. Uptime is calculated as the percentage of minutes in a calendar month during which the platform is available, excluding scheduled maintenance windows.
| Metric | Target |
|---|---|
| Monthly uptime | 99.5% |
| Maximum unplanned downtime per month | ~3.6 hours |
| Measurement | Continuous uptime monitoring |
| Status page | status.petrobench.com |
What Counts as Downtime
Downtime is defined as the inability for authenticated users to log in to and use core platform features: well management, simulation execution, and results viewing. The following are excluded from downtime calculations:
- Scheduled maintenance windows (communicated at least 48 hours in advance)
- 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
2. Scheduled Maintenance
PetroBench performs scheduled maintenance during low-usage windows to minimize disruption. Most updates are deployed with zero downtime and do not require a maintenance window.
| Item | Detail |
|---|---|
| Maintenance window | Sundays 2:00 AM - 6:00 AM CST |
| Advance notice | At least 48 hours for standard maintenance, 7 days for major upgrades |
| Notification method | Email to organization administrators and status page update |
| Typical duration | Under 30 minutes (zero-downtime deployments used when possible) |
3. Support Response Times
| Severity | Description | Initial Response |
|---|---|---|
| Critical | Platform unavailable or confirmed security incident | 30 minutes |
| High | Significant feature degradation or active security concern | 1 hour |
| Medium | Non-critical feature issue or data question | 4 business hours |
| Low | General question, feature request, or minor issue | 1 business day |
Support channels:
- Email: support@petrobench.com
- In-platform: Support ticket submission from the Help menu
4. Monitoring
PetroBench monitors platform health continuously, including synthetic uptime checks every 60 seconds, application error rate monitoring, database and API performance tracking, and background job health monitoring.
Real-time status and historical uptime data are available at status.petrobench.com.
5. Contact
For questions about SLA terms or to report a service level issue:
| Company | PetroBench LLC |
| support@petrobench.com |