> ## Documentation Index > Fetch the complete documentation index at: https://docs.thatsme.com.br/llms.txt > Use this file to discover all available pages before exploring further. # SLA & Support > Availability guarantees and support channels by plan. ## 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.