We're committed to providing high-quality, reliable services with transparent guarantees about availability, performance, and support response times.
We understand how critical our services are to your business operations. That's why we provide one of the strongest uptime guarantees in the industry.
Monthly uptime commitment, continuously monitored and transparently reported. We measure availability from multiple global locations.
Average API response time guarantee ensures your applications remain responsive and your users stay satisfied.
Our dedicated support team is committed to addressing critical issues promptly, based on priority level.
If we fail to meet our SLA commitments, you'll receive service credits automatically applied to your account, no questions asked.
| Outage Time Frame | Effective Approx Availability |
|---|---|
| Less than 9 minutes | 99.99% |
| 10 - 59 minutes | 99.98% |
| 1 - 2 hours | 99.85% |
| 2 - 4 hours | 99.70% |
| 4 - 7 hours | 99.50% |
| 7+ hours | 99.00% |
Our support tiers ensure that issues are addressed according to their impact on your business.
| Priority Level | Description | Response Time |
|---|---|---|
| Critical (P1) | Service unavailable or unusable with major business impact | 1 hour |
| High (P2) | Service partially impaired with significant impact | 2 hours |
| Medium (P3) | Non-critical issue with limited impact | 4 hours |
| Low (P4) | General inquiries, feature requests | 1 business day |
The following events are excluded from SLA calculations: