Service Level Agreement

Service Level Agreement

Our commitment to service quality, availability, and performance.

99.9%
Uptime
Monthly uptime guarantee
< 100ms
Response Time
Average API response time
< 24 hours
Support Response
Initial response to support tickets

Uptime Guarantee

We guarantee 99.9% monthly uptime for all core services. This means we aim for less than 43 minutes of downtime per month.

If we fail to meet this guarantee, eligible customers may receive service credits as outlined in their subscription agreement.

Performance Standards

We maintain high performance standards across all services:

  • API response times under 100ms for 95% of requests
  • File upload/download speeds optimized for global access
  • Real-time features with minimal latency

Support Response Times

Standard Support

Initial response within 24 hours during business days

Priority Support

Initial response within 4 hours

Enterprise Support

Initial response within 1 hour, 24/7 availability