Service-Level Agreement (SLA) — uptime & support commitments
What we commit to on uptime, performance, support response, and what happens when we fall short.
Uptime SLA
- Starter — 99.5% monthly uptime (no SLA credits)
- Professional — 99.9% monthly uptime
- Enterprise — 99.95% monthly uptime
What "uptime" measures
Uptime is measured by external monitoring of three core services: the editorial app, the public reader app, and the API. Scheduled maintenance windows (announced 7+ days in advance) are excluded.
SLA credits
If we miss the SLA in a given month, you receive a credit on your next invoice:
- Below SLA but ≥99.0% — 10% credit
- 95.0% – 98.9% — 25% credit
- Below 95.0% — 50% credit
Performance commitments
- API p95 latency under 300ms (excluding intentional long-running operations)
- Page load p95 under 2.5s on broadband
- Search response p95 under 1s
How to claim a credit
Email [email protected] within 30 days of the affected month. We confirm based on our internal monitoring + your external monitoring data if you have any. Credits are applied to the next invoice.
Live status and historical uptime are public. SLA credits are awarded automatically for Enterprise customers — no claim required.
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