Service Level Agreement

This Service Level Agreement applies to Enterprise subscriptions with a signed order form. Other plans receive the same infrastructure and the same target, but without contractual credits.

1. Availability commitment

The Processor will make the Service available at least 99.95% of each calendar month, measured as successful responses to HTTP health checks from at least three geographic probes, excluding Excluded Downtime.

2. Excluded downtime

• Scheduled maintenance announced at least 72 hours ahead, capped at 4 hours per month, outside 08:00–20:00 in your primary timezone.
• Emergency security patching, announced as soon as practicable.
• Failures of your network, devices or third-party integrations.
• Suspension for non-payment or breach of the Acceptable Use Policy.
• Force majeure.

3. Service credits

Monthly availability	Credit (% of monthly fee)
99.95% – 99.90%	5%
99.89% – 99.50%	10%
99.49% – 99.00%	25%
Below 99.00%	50%

Credits are requested within 30 days of the affected month, applied to a future invoice, and capped at 100% of one month's fee. Three consecutive months below 99.00% entitles you to terminate without penalty and receive a pro-rata refund of prepaid fees.

4. Support response targets

Severity	Definition	First response	Update cadence
S1	Service unavailable or data at risk	1 hour, 24×7	Hourly
S2	Major feature unusable, no workaround	4 business hours	Daily
S3	Degraded or workaround available	1 business day	Every 3 days
S4	Question or feature request	2 business days	As needed

5. Recovery objectives

Recovery point objective: 5 minutes, via continuous archiving. Recovery time objective: 4 hours for a full regional failure. Restores are tested quarterly and the result is available to you on request.

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Questions about this document: [email protected]. Prior versions are available on request.