Service Level Agreement
Our commitment to reliability, performance, and support
99.99%
Service Uptime
We guarantee 99.99% uptime for all paid plans. Enterprise customers get custom SLA options.
24/7 monitoring and alerting
Automatic failover systems
Global CDN distribution
Regular maintenance windows
< 4 hours
Response Time
We commit to responding to all support tickets within 4 hours during business hours.
Priority support for paid plans
Dedicated support for enterprise
24/7 emergency support
Escalation procedures
90 days
Data Retention
We retain analytics data for 90 days by default. Enterprise plans can customize retention periods.
Configurable retention periods
Data export capabilities
Compliance with regulations
Secure data storage
99.95%
API Availability
Our API maintains 99.95% availability with rate limiting and monitoring.
Rate limit monitoring
Automatic scaling
API status dashboard
Webhook notifications
Service Credits
In the event that we fail to meet our service level commitments, we provide service credits according to the following schedule:
99.9% - 99.99% uptime: 5% credit
99.5% - 99.9% uptime: 10% credit
Below 99.5% uptime: 25% credit
Maintenance Windows
We schedule regular maintenance windows to ensure optimal performance and security. These windows are:
Weekly: Sunday 2:00 AM - 4:00 AM EST
Monthly: First Saturday 12:00 AM - 6:00 AM EST
Note: Emergency maintenance may be required outside these windows. We will provide advance notice whenever possible.