Service Level Agreement
Our commitments to uptime, performance, and support response times.
Effective Date: January 1, 2025 | Version 3.0
Current Performance
Monthly Uptime
99.97%
/ 99.9%
API Response Time
145ms
/ < 200ms
Incident Response
8 min
/ < 15 min
Support Response
6h
/ < 24h
Our Commitments
Uptime Guarantee
We guarantee 99.9% uptime for our platform, measured monthly. If we fail to meet this commitment, you are eligible for service credits.
Response Times
We commit to responding to support requests within the timeframes specified for your plan. Critical issues receive immediate attention.
Incident Management
We maintain a 24/7 incident response team to quickly identify, respond to, and resolve any service disruptions.
Continuous Improvement
We continuously monitor our infrastructure and implement improvements to exceed our SLA commitments.
SLA by Plan
Starter
Uptime Guarantee
99.5%
Support
Email only
Response Time
48 hours
Service Credits
5% per incident
- Community support
- Email support
- Knowledge base access
Most Popular
Professional
Uptime Guarantee
99.9%
Support
Email & Chat
Response Time
24 hours
Service Credits
10% per incident
- Priority email support
- Live chat support
- Knowledge base access
- Monthly reviews
Enterprise
Uptime Guarantee
99.95%
Support
24/7 Phone
Response Time
4 hours
Service Credits
25% per incident
- 24/7 phone support
- Dedicated account manager
- Custom SLA available
- Quarterly business reviews
Incident Response Times
P1 - Critical
Complete service outage or critical functionality unavailable
Initial Response
15 minutes
Status Updates
Every 30 minutes
P2 - High
Major functionality impaired but workaround available
Initial Response
2 hours
Status Updates
Every 4 hours
P3 - Medium
Minor functionality issues or performance degradation
Initial Response
8 hours
Status Updates
Daily
P4 - Low
General questions, feature requests, or minor issues
Initial Response
24 hours
Status Updates
As needed
SLA Exclusions
The following circumstances are excluded from our SLA calculations:
- •Scheduled maintenance (with 7 days notice)
- •Force majeure events
- •Issues caused by Customer's configuration or actions
- •Third-party service provider outages
- •Network issues outside our control
- •Beta or preview features
Service Credit Policy
If we fail to meet our uptime commitment, you are eligible for service credits calculated as a percentage of your monthly fee:
- • 99.0% - 99.9% uptime: 10% credit
- • 95.0% - 99.0% uptime: 25% credit
- • Below 95.0% uptime: 50% credit
Service credits must be requested within 30 days of the incident and are limited to one month's subscription fee per incident.
Questions About Our SLA?
Contact our support team for more information about our service level commitments.