SLA
99.999% uptime, written down.
Our service level commitments, response-time targets and service credit policy — no fine print, no surprises.
Uptime
Business plans: 99.99%. Enterprise plans: 99.999% (five-nines). Measured per calendar month.
Response times
P1 (outage): 15 min • P2 (major impact): 1 hr • P3 (minor): 4 hrs business days.
Service credits
Automatic credit on any month below SLA — up to 100% of monthly service fees.
Exclusions
Scheduled maintenance, customer-caused issues and force majeure — announced in advance where possible.
What you get
- 99.999% enterprise SLA
- 24/7 P1 response
- Automatic service credits
- Named CSM contact
- Root-cause post-mortems
- Change-management notifications
- Quarterly business reviews
- Custom SLAs available
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