Service Level Agreement (SLA)

Our Service Level Agreement outlines our commitments to service availability and performance.

Service Availability

• 99.99% uptime guarantee for core services
• 99.95% uptime for managed services
• 99.9% for non-critical services

Performance Metrics

• Response time: < 100ms
• API availability: 99.99%
• Data durability: 99.999999999%

Support Response Times

• Critical issues: < 15 minutes
• High priority: < 1 hour
• Medium priority: < 4 hours
• Low priority: < 24 hours

Service Credits

If we fail to meet our SLA, you are eligible for service credits:

• < 99.99%: 10% credit
• < 99.9%: 25% credit
• < 99%: 100% credit

Maintenance Windows

Scheduled maintenance will be communicated at least 7 days in advance and performed during off-peak hours.