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Service Level Agreement (SLA)
This SLA applies to paid Business and Enterprise subscriptions. Starter and trial subscriptions are provided AS IS with reasonable-effort support.
Availability
| Plan | Monthly uptime target | Measurement |
|---|---|---|
| Business | 99.9% | Console endpoint synthetic probe every 60 seconds |
| Enterprise (multi-tenant) | 99.95% | Same probe + read-write API probe |
| Enterprise (dedicated / on-prem) | Per Order Form | As agreed |
Excluded from uptime: scheduled maintenance (with 72h prior notice), force majeure, Customer-caused issues (DNS misconfig, BYOK key unavailable, SSO provider outage).
Incident severity & response
| Severity | Definition | Target response |
|---|---|---|
| S1 - Critical | Platform unavailable; no workaround | Business: 60 min / Enterprise: 15 min (24/7) |
| S2 - High | Major function impaired; workaround exists | Business: 4h / Enterprise: 1h |
| S3 - Medium | Non-critical function impaired | Next business day |
| S4 - Low | Question, cosmetic issue | 2 business days |
Service credits
If monthly uptime falls below the target, Customer receives service credits applied to the next invoice:
- Between target and target minus 0.5%: 5% credit of the monthly fee
- Target minus 0.5% to target minus 2%: 10%
- Target minus 2% to target minus 5%: 25%
- Below target minus 5%: 50%
Credits are Customer's sole and exclusive remedy for availability shortfalls.
Maintenance windows
Planned maintenance occurs on Sunday 01:00-04:00 GMT +3. Emergency maintenance is performed with shortest practicable notice.
Support channels
- Business: email + in-app ticket, 09:00-18:00 GMT +3, Mon-Fri
- Enterprise: email + in-app ticket + dedicated collaboration / Teams channel + telephone hotline, 24/7/365
Claiming credit
Customer must submit a credit claim within 30 days of the month in question, via , including the affected time window and evidence.