What is SLA?
SLA (Service Level Agreement) is the platform’s availability commitment.
On the Enterprise plan, this commitment is contractual. If downtime exceeds the agreed limit, service credits may apply, as outlined in the contract.
Availability by plan
| Plan | Availability | Guarantee |
|---|
| Free | Best effort | No formal guarantee |
| Starter | Best effort | No formal guarantee |
| Pro | Best effort | No formal guarantee |
| Business | 99.5% target | Priority monitoring, no contractual obligation |
| Enterprise | 99.9% contractual | Up to approximately 8h46m of unplanned downtime per year, with service credits |
What 99.9% means
An availability of 99.9% corresponds to at most 8 hours and 46 minutes of unplanned downtime per year. Scheduled maintenance windows are excluded from this calculation.
If the Enterprise plan SLA is not met in a given month, the customer may be entitled to service credits, as defined in the contract.
Support channels
| Plan | Channel | Response time |
|---|
| Free | Community + email | Best effort (up to 48h) |
| Starter | Email | Up to 48h |
| Pro | Email | Up to 24h |
| Business | Priority email | Up to 24h |
| Enterprise | Dedicated channel | Up to 4h |
Even on the Free plan, certificates remain verifiable. The verification system operates independently from the main platform and has its own redundancy.
