Our commitment to providing reliable, high-quality services with measurable guarantees.
Effective: January 2024
We measure and guarantee our performance across key metrics.
Guaranteed availability of our cloud infrastructure services
10% credit for each 0.1% below target
Guaranteed availability of our API endpoints
10% credit for each 0.1% below target
Initial response time for critical issues
N/A - this is our commitment
Maximum scheduled maintenance per month
24 hours advance notice required
Our support team is committed to responding to your issues promptly.
| Priority Level | Starter | Professional | Enterprise |
|---|---|---|---|
Critical | 4 hours | 1 hour | 15 minutes |
High | 8 hours | 4 hours | 1 hour |
Medium | 24 hours | 12 hours | 4 hours |
Low | 48 hours | 24 hours | 8 hours |
If we fail to meet our SLA commitments, you're entitled to service credits.
* Maximum credit per month: 100% of monthly service fee. Credits apply to future invoices only.
Certain situations are not covered by our SLA commitments.
Our team is ready to discuss our service commitments and how we can meet your needs.