Service Level Agreement
Last updated: March 2026
Uptime Commitment
| Plan | Uptime SLA | Support Response |
|---|---|---|
| Pro | 99.5% | Email within 48 hours |
| Business | 99.9% | Email within 24 hours + chat |
| Enterprise | 99.95% | Phone + account manager, 4-hour SLA |
Service Credits
If we fail to meet the uptime commitment for your plan tier, you are eligible for service credits applied to your next billing cycle:
- Below SLA by up to 0.5%: 10% credit
- Below SLA by 0.5% - 1%: 25% credit
- Below SLA by more than 1%: 50% credit
Exclusions
Scheduled maintenance (communicated 48 hours in advance), force majeure events, and issues caused by third-party services are excluded from uptime calculations.