Service Level Agreement

Our 99.9% uptime guarantee means that our services will be available and operational for at least 99.9% of each calendar month. This translates to a maximum of approximately 43 minutes of downtime per month, or about 8.76 hours per year. We measure uptime continuously using automated monitoring systems that check service availability every minute from multiple geographic locations. The guarantee covers all core services including the application interface, API endpoints, database access, and file storage systems.

This commitment excludes planned maintenance windows, which are scheduled during low-traffic periods and communicated at least 48 hours in advance. We also exclude circumstances beyond our reasonable control, such as force majeure events, distributed denial-of-service attacks, or failures of third-party infrastructure providers. However, we maintain redundant systems and failover capabilities to minimize the impact of such events.

If we fail to meet the 99.9% threshold in any given month, you automatically qualify for service credits based on the actual uptime percentage achieved. These credits are applied to your next billing cycle without requiring you to file a claim or request compensation.

Learn more: For industry standards on service level agreements, see the ITIL Foundation certification guidelines, which establish best practices for service management and SLA definitions across enterprise organizations.

For critical issues where your production system is completely down or severely impaired, we guarantee an initial response within 30 minutes of your support ticket submission. This means a qualified support engineer will acknowledge your issue, begin investigation, and provide an initial assessment within that timeframe. Critical issues receive our highest priority and are escalated immediately to senior engineers with 24/7 availability.

Once engaged, we provide status updates every hour until the issue is resolved. Our engineers work continuously on critical issues, with multiple team members involved if needed to expedite resolution. We maintain detailed incident logs and post-mortem reports for all critical outages, which are shared with affected customers to ensure transparency and continuous improvement.

For high-priority issues affecting major functionality, we respond within 2 hours with updates every 4 hours. Medium-priority issues receive responses within 8 hours, while low-priority general questions are addressed within 24 hours during business days.

Enterprise customers receive additional benefits including a dedicated account manager, priority support queue, and direct phone access to senior engineers. This ensures even faster response times and more personalized support for mission-critical applications.

Our service credit structure provides automatic compensation if monthly uptime falls below the 99.9% guarantee. The credits scale based on the severity of the downtime, ensuring fair compensation for service disruptions. If uptime falls between 99.0% and 99.9%, you receive a credit equal to 10% of your monthly subscription fee. This covers minor service degradations that, while within acceptable industry standards, fall short of our premium commitment.

More significant outages trigger progressively larger credits. Uptime between 95.0% and 99.0% results in a 25% credit, while 90.0% to 95.0% uptime earns you a 50% credit. In the rare event that uptime falls below 90.0% in any month, you receive a full 100% credit of your monthly fee, effectively making that month free.

These credits are calculated automatically by our monitoring systems and applied to your next billing cycle. You don't need to file claims or request compensation—the process is completely automated and transparent. Credits appear as line items on your invoice with detailed uptime statistics for the affected month.

Service credits represent our maximum liability under the SLA, but they demonstrate our commitment to maintaining the highest service standards. We view any downtime as unacceptable and use these incidents as opportunities to strengthen our infrastructure and processes.

Industry context: Our service credit model aligns with ISO 20000 service management standards, which define best practices for managing availability and service quality across information technology services.

We employ comprehensive monitoring infrastructure that checks service availability from multiple geographic locations every minute, 24/7/365. Our monitoring systems test all critical service components including application servers, API endpoints, database performance, and file storage accessibility. Each check simulates real user interactions to ensure the system is not just technically available, but actually usable and performant.

Enterprise customers gain access to our real-time status dashboard, which displays current system status, historical uptime data, and performance metrics. The dashboard provides granular visibility into different service components, allowing you to see exactly which systems are operational and their current performance levels. You can also subscribe to status notifications via email, SMS, or webhook integrations to receive immediate alerts about any service incidents.

We publish detailed monthly availability reports that include uptime percentages, incident summaries, and performance metrics against our commitments. These reports break down any downtime by cause, duration, and impact, providing full transparency into service reliability. For incidents affecting uptime, we provide root cause analysis and remediation steps taken to prevent recurrence.

Our monitoring data is collected by independent third-party systems in addition to our internal monitoring, ensuring objective measurement of service availability. This dual monitoring approach provides confidence that uptime calculations are accurate and verifiable.

Standards-based approach: Our monitoring practices follow SOC 2 Type II compliance standards, ensuring our security, availability, and monitoring processes meet rigorous third-party audit requirements.

The 99.9% uptime guarantee applies specifically to core production services that are essential for daily operations. This includes the primary application interface, authentication systems, document storage and retrieval, workflow processing, API endpoints, and database access. These fundamental services must maintain the guaranteed availability level, and any downtime affecting these components counts toward uptime calculations.

However, certain ancillary features may have different availability commitments. For example, reporting and analytics features, which are not typically mission-critical for day-to-day operations, may experience occasional maintenance windows outside the primary SLA coverage. Similarly, experimental or beta features are explicitly excluded from SLA guarantees until they reach general availability status.

Scheduled maintenance windows, announced at least 48 hours in advance, are excluded from uptime calculations provided they occur during designated maintenance periods (typically overnight hours in your timezone for Enterprise customers). We strive to perform most maintenance with zero downtime using rolling deployments and blue-green infrastructure, but some updates require brief service interruptions.

For Enterprise customers, we offer customizable SLAs that can extend coverage to additional services, provide higher uptime guarantees (such as 99.95% or 99.99%), or include dedicated capacity commitments. Contact our sales team to discuss tailored SLA options that match your specific operational requirements and compliance needs.