Service level agreement
Last updated: November 2026
Who this covers
These commitments apply to Enterprise customers with a signed order form. Where the order form or master services agreement says something different, that document governs.
Support hours
Monday to Friday, 9:00 to 17:00 US Eastern, excluding US federal holidays. Email support@devicewatch.app and say which priority you think applies. Enterprise customers also have a named contact.
First-response targets
A first response is a reply from a person who has read your report. Targets count business hours only.
| Priority | Meaning | First response |
|---|---|---|
| P1 | DeviceWatch is down, or a regulated write (a review, signature or audit record) is failing. | 4 business hours |
| P2 | A feature is impaired and there is a workaround. | 1 business day |
| P3 | A question, a minor defect or a request. | 2 business days |
Uptime
We commit to 99.5% monthly availability of the DeviceWatch web app and API. If availability in a calendar month falls below that, you are owed a credit against that month's fee:
| Monthly availability below | Credit |
|---|---|
| 99.5% | 5% |
| 99% | 10% |
| 95% | 25% |
Credits do not add up: only the highest credit that applies is given for a month. Ask for a credit at support@devicewatch.app within 30 days of the month's end and it is applied to your next invoice. How quickly FDA publishes adverse event reports is outside our control, so FDA publication delays do not count against uptime.
Current status
Live service health is on our status page.