Service Commitment
Service Level Agreement
Our commitment to reliability, uptime, and support response times. Clear guarantees backed by service credits.
Uptime Commitments
Guaranteed availability by plan tier.
Standard
99.5%
Response: 24 hours
Support: Business hours
Pro
99.9%
Response: 4 hours
Support: Extended hours
Enterprise
99.99%
Response: 1 hour
Support: 24/7
Service Credits
If we fail to meet our uptime commitment, you receive credits toward future billing.
| Monthly Uptime | Service Credit |
|---|---|
| < 99.99% but >= 99.9% | 10% |
| < 99.9% but >= 99.5% | 25% |
| < 99.5% but >= 99.0% | 50% |
| < 99.0% | 100% |
Credits are applied to your next billing cycle. Maximum credit per month is 100% of that month's fees.
Support Response Times
Priority-based response targets for Enterprise tier.
P1 - Critical
Complete service outage or data loss
Response
< 1 hour
Resolution
4 hours
P2 - High
Major feature impaired, no workaround
Response
< 4 hours
Resolution
24 hours
P3 - Medium
Feature impaired, workaround available
Response
< 24 hours
Resolution
72 hours
P4 - Low
General questions or minor issues
Response
< 48 hours
Resolution
Best effort
SLA Exclusions
The following are not covered by our uptime guarantee.
Scheduled maintenance windows (announced 72+ hours in advance)
Force majeure events beyond reasonable control
Issues caused by customer actions or third-party services
Beta or preview features not covered by SLA
Connectivity issues outside our network
Need Custom SLA Terms?
Enterprise customers can negotiate custom SLA terms based on their specific requirements.
Contact Enterprise Sales