Service Level Agreement
Last updated: January 4, 2026
This SLA applies to Enterprise customers with a signed service agreement. It defines our commitments for service availability and support responsiveness.
Uptime Commitments
We commit to maintaining the following uptime levels, measured monthly:
| Plan | Uptime SLA | Max Monthly Downtime | Service Credits |
|---|---|---|---|
| Team (Free) | 99% | ~7.3 hours | None |
| Business | 99.5% | ~3.6 hours | None |
| Enterprise | 99.9% | ~43 minutes | Yes |
Uptime calculation: ((Total minutes in month - Downtime minutes) / Total minutes in month) × 100
Support Response Times
Response times are measured from when a support ticket is submitted to our first meaningful response (not auto-replies).
| Priority | Description | Enterprise | Business | Team |
|---|---|---|---|---|
| Critical | Service unavailable for all users | 1 hour | 4 hours | Best effort |
| High | Major feature broken, no workaround | 4 hours | 8 hours | Best effort |
| Medium | Feature impaired, workaround available | 8 hours | 24 hours | Best effort |
| Low | Questions, minor issues | 24 hours | 48 hours | Community |
Enterprise Support Channels
- • Dedicated Slack channel
- • Priority email queue
- • Scheduled calls with account team
- • Emergency phone support (Critical only)
Support Hours
- • Enterprise Critical: 24/7
- • Enterprise Other: Mon-Fri, 9:00-18:00 CET
- • Business/Team: Mon-Fri, 9:00-18:00 CET
Service Credits (Enterprise Only)
If we fail to meet our uptime commitment, Enterprise customers are eligible for service credits:
| Monthly Uptime Achieved | Credit (% of monthly fee) |
|---|---|
| 99.9% - 99.5% | 10% |
| 99.5% - 99.0% | 25% |
| 99.0% - 95.0% | 50% |
| Below 95.0% | 100% |
How to claim credits:
- Submit a credit request within 30 days of the affected month
- Include affected dates and times
- Email [email protected]
- Credits applied to next billing cycle (no cash refunds)
Incident Communication
During Incidents
- Status page updated within 15 minutes
- Regular updates every 30 minutes
- Enterprise customers notified directly
Post-Incident
- Root cause analysis within 5 business days
- Post-mortem shared with affected Enterprise customers
- Remediation actions documented
SLA Exclusions
The following are not counted against our uptime SLA:
- Scheduled maintenance windows (announced 48+ hours in advance)
- Emergency maintenance for security issues
- Force majeure events (natural disasters, war, etc.)
- Issues caused by customer actions or integrations
- Third-party service outages (authentication providers, etc.)
- Beta or preview features
- Free tier accounts
Scheduled Maintenance
Maintenance Windows
Scheduled maintenance typically occurs Sundays 02:00-06:00 CET. Most maintenance requires zero downtime.
Advance Notice
• Standard maintenance: 48 hours notice
• Major upgrades: 7 days notice
• Emergency security: As soon as possible
Need Enterprise SLA?
Contact our sales team to discuss Enterprise pricing and custom SLA requirements.
Contact Sales