Service Level Agreement
For Enterprise customers, downtime isn't an option. We back our infrastructure with financial guarantees.
99.9% Uptime
We guarantee our proxy layer will be available 99.9% of the time, measured monthly.
15ms Latency
Average overhead added by the proxy layer. Global edge caching ensures speed.
24/7 Priority
Enterprise customers get a dedicated Slack channel and < 1hr response time.
Support Response Times
| Severity | Definition | Response Time |
|---|---|---|
| P1 - Critical | System is down or critical functionality is unavailable. | 1 Hour |
| P2 - High | Degraded performance or non-critical feature broken. | 4 Hours |
| P3 - Normal | General questions, feature requests, or minor bugs. | 24 Hours |
Uptime Credits
If we fail to meet the service level availability commitment in a given calendar month, you will be eligible to receive a Service Credit as follows:
- 99.0% - 99.9%: 10% Credit
- < 99.0%: 25% Credit