SLAs

Our Service Level Agreement covers uptime, response times, and service credits across our support tiers. This article summarizes the commitments — the full legal document lives at /sla and is what is referenced in your order form.

Uptime targets

Uptime is measured per environment, per calendar month, and excludes scheduled maintenance that we announce at least seven days in advance. We measure availability via the same synthetic probes that drive our status page — your dashboard surfaces the historical data so you can verify any claim independently.

• Starter — 99.5% monthly uptime. Best effort response.
• Business — 99.9% monthly uptime. 4-hour response on severity 1.
• Enterprise — 99.95% monthly uptime. 30-minute response on severity 1.
• Enterprise Plus — 99.99% monthly uptime. 15-minute response on severity 1.

Service credits

If we miss an uptime target, we credit your account against the next invoice. Credits stack with any pre-paid commitment and never expire within the contract term. You do not need to request credits — they are applied automatically on the first invoice after the missed period.

{
  "month": "2026-04",
  "target_uptime": 0.9995,
  "observed_uptime": 0.9988,
  "credit_percent": 10,
  "applied_to_invoice": "inv_01HEX9P4M2NRSCYDFBKZWJ7QT3"
}

Response and resolution

Response time is the maximum interval between you opening a ticket and a human acknowledging it. Resolution time is harder to commit to in advance because every severity-1 incident is unique, but we commit to continuous progress — at least one substantive update per hour for severity 1, per four hours for severity 2, and per business day for severity 3.