Service Level Agreement (SLA)
Our commitment to service quality and reliability
99.9% Monthly Uptime Guarantee
Service Credits
| Monthly Uptime Percentage | Service Credit |
|---|---|
| Less than 99.9% but greater than 99.0% | 10% |
| Less than 99.0% but greater than 95.0% | 25% |
| Less than 95.0% | 100% |
Support Response Times
| Priority Level | Initial Response Time |
|---|---|
| Critical | 1 hour |
| High | 4 hours |
| Normal | 12 hours |
| Low | 24 hours |
Exclusions
The SLA does not apply to unavailability, suspension, or termination of services due to:
- Factors outside our reasonable control
- Actions or inactions of you or any third party
- Your equipment, software, or other technology
- Scheduled maintenance
- Beta or trial services
How to Request Service Credit
- Submit claim within 30 days of incident
- Provide evidence of service disruption
- Include account and incident details
- Credits will be applied to future monthly bills
Last updated: July 26, 2025