Service Level Agreement
Our commitment to service quality, reliability, and customer support
1. Service Availability
Starter
99.9%
Monthly Uptime
Service Credits
- < 99.9%: 10% credit
- < 99.5%: 25% credit
- < 99.0%: 100% credit
Recommended
Professional
99.95%
Monthly Uptime
Service Credits
- < 99.95%: 10% credit
- < 99.9%: 25% credit
- < 99.5%: 100% credit
Enterprise
99.99%
Monthly Uptime
Service Credits
- < 99.99%: 10% credit
- < 99.95%: 25% credit
- < 99.9%: 100% credit
2. Support Response Times
| Priority Level | Starter | Professional | Enterprise |
|---|---|---|---|
| Critical | 4 hours | 2 hours | 30 minutes |
| High | 8 hours | 4 hours | 1 hour |
| Normal | 24 hours | 8 hours | 4 hours |
| Low | 48 hours | 24 hours | 8 hours |
3. Performance Guarantees
Network Latency
- North America: < 50ms
- Europe: < 50ms
- Asia Pacific: < 100ms
- Other Regions: < 150ms
Server Response Time
- API Requests: < 100ms
- Database Queries: < 50ms
- Static Content: < 20ms
- Dynamic Content: < 200ms
Storage Performance
- Read IOPS: Up to 10,000
- Write IOPS: Up to 5,000
- Throughput: Up to 125 MB/s
- Latency: < 1ms
4. Incident Management
Critical
Service is down or unusable for all users
- Immediate escalation
- 24/7 response
- Status updates every 30 minutes
- Post-incident report
Major
Service is degraded or unavailable for some users
- Rapid escalation
- Business hours response
- Status updates every 2 hours
- Incident summary
Minor
Non-critical component issues
- Standard escalation
- Business hours response
- Status updates daily
- Resolution summary
5. Maintenance Windows
Scheduled maintenance is performed during off-peak hours to minimize service disruption. Maintenance windows are communicated at least 7 days in advance.
Regular Maintenance
- Weekly: Sundays 2 AM - 4 AM UTC
- Monthly: Last Sunday 2 AM - 6 AM UTC
- 7 days advance notice
- Excluded from SLA calculations
Emergency Maintenance
- Security patches
- Critical updates
- Minimum 2 hours notice
- Included in SLA calculations
6. Service Credits
Service credits are automatically applied to your next billing cycle when our SLA commitments are not met. Credits are calculated as a percentage of your monthly service fees.
How to Request Credits
- Log into your account dashboard
- Navigate to Billing → SLA Credits
- Select the affected service period
- Submit your request within 30 days
7. Exclusions
The following are excluded from SLA calculations:
- Scheduled maintenance windows
- Force majeure events
- Issues caused by customer applications or configurations
- External network or DNS issues
- Account suspension due to violation of terms
Questions About Our SLA?
Contact our sales team to learn more about our service level commitments.
Contact Sales