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Our commitment to platform reliability, performance, and support
Effective Date: November 23, 2025 | Version 1.0
This Service Level Agreement (SLA) describes our commitment to maintaining platform availability and providing responsive support. The specific SLA terms applicable to your account depend on your subscription tier.
Monitor our platform status, view historical uptime, and subscribe to incident notifications on our status page.
View System StatusWe measure uptime as the percentage of time our core services are operational and accessible, calculated monthly. Uptime is measured from our monitoring infrastructure, excluding scheduled maintenance windows.
Standard availability for small teams
High availability for growing businesses
Maximum availability with dedicated support
Response times indicate our commitment to initial response. Resolution times vary based on issue complexity. Support is available during business hours (9 AM - 6 PM CET) for Starter and Professional tiers, and 24/7 for Enterprise.
| Priority | Starter | Professional | Enterprise |
|---|---|---|---|
| P1 - Critical Complete service outage or data loss risk | 4 hours | 1 hour | 15 minutes |
| P2 - High Major feature unavailable, significant impact | 8 hours | 4 hours | 1 hour |
| P3 - Medium Feature degraded, workaround available | 24 hours | 8 hours | 4 hours |
| P4 - Low General questions, minor issues | 48 hours | 24 hours | 8 hours |
Beyond uptime, we commit to the following performance targets under normal operating conditions. These targets apply to typical workloads and may vary for exceptionally large data sets.
Average response time for API requests
Time to interactive for dashboard pages
Time to process and display new data
Time to generate standard reports
If we fail to meet our uptime commitments, you may be eligible for service credits applied to your next billing cycle. Credits are calculated based on the monthly subscription fee for the affected service.
| Monthly Uptime | Service Credit |
|---|---|
| < 99.95% | 10% |
| < 99.9% | 25% |
| < 99.5% | 50% |
| < 99.0% | 100% |
We provide at least 72 hours notice for scheduled maintenance via email and status page. Emergency maintenance may be performed with shorter notice when security is at risk.
Standard maintenance is scheduled during low-traffic periods (Sundays 2-6 AM CET). Enterprise customers can request custom maintenance windows.
Most updates are deployed without downtime using rolling deployments. Maintenance windows are only used for infrastructure changes requiring brief outages.
The following situations are excluded from SLA calculations and do not qualify for service credits:
For questions about our service level commitments or to discuss enterprise SLA requirements:
hello@adaptrix.ai