Service Level Agreement

Applies to Team and Enterprise plans, effective from the date billing starts.

Availability

PlanMonthlyOutage cap

Team99.9%≤ 43 min Enterprise99.95%≤ 22 min

Monthly availability = (total minutes − outage minutes) / total minutes × 100%.

Outage minutes: API gateway 5xx ≥ 5% for ≥ 5 minutes.

ActualCredit

< 99.9% & ≥ 99%10% < 99% & ≥ 95%25% < 95%50%

File a ticket within 30 days of incident, attach start time & request_id. Reviewed within 5 business days.

Scheduled maintenance (7-day notice)

Force majeure

Customer breach of Terms

Upstream provider outage (we fail over but it's not counted in SLA)