SLA & Uptime
99.99% uptime. Guaranteed.
Tiered service level agreements with financial credits, dedicated response teams, and transparent incident management. Your uptime is our obligation.
SLA Tiers
Choose your level.
Standard
99.9%
monthly uptime
- 99.9% monthly uptime
- 4-hour response time
- Email support (business hours)
- Community forums access
- Standard monitoring
Premium
99.99%
monthly uptime
- 99.99% monthly uptime
- 1-hour response time
- Slack + phone support
- Dedicated customer success
- Quarterly business reviews
Mission Critical
99.999%
monthly uptime
- 99.999% monthly uptime
- 15-minute response time
- Dedicated TAM
- 24/7 on-call engineering
- War room escalation
Uptime Measurement
How we measure. Honestly.
Downtime is measured as any period where the platform returns errors to more than 1% of requests over a 5-minute window. Scheduled maintenance windows (announced 72 hours in advance) are excluded from SLA calculations.
Historical Uptime
99.997% measured over the last 12 months across all regions.
Financial Credits
10% credit per 0.1% below SLA, up to 30% monthly credit. Credits applied automatically.
Status Page
Real-time operational status at /platform/status. Subscribe for automated alerts.
Incident Response
When things go wrong. They rarely do.
Detect
Automated monitoring detects anomalies across all services within seconds.
Triage
On-call engineer triages severity and impact within response SLA window.
Fix
Engineering team deploys fix with rollback capability and verification.
Communicate
Status page updates and direct notifications to affected customers.
Post-Mortem
Blameless post-mortem published within 5 business days with prevention measures.
Review SLA terms
Our enterprise team will work with you to define SLA terms that match your operational requirements.
Discuss SLA Terms