Service Level Agreement

This Service Level Agreement applies to workspaces on the Business plan (99.9%) and Enterprise plans (99.95%, or as agreed in the order form). It is part of the Terms of Service.

1. Commitment

The dashboard, API and event collection endpoint will be available at least the committed percentage of each calendar month.

2. How availability is measured

Availability = (total minutes in the month − minutes of downtime) ÷ total minutes. Downtime is a period of at least one minute in which our external monitoring receives errors or no response from the Service. Event collection that is accepted and queued is not downtime, even if dashboard processing is delayed.

3. Exclusions

• Scheduled maintenance announced at least 48 hours in advance on the status page, up to 4 hours a month.
• Problems caused by the Customer, its networks, custom domains or proxies, or third-party services outside our control.
• Suspension under the Terms, and features labeled beta.

4. Service credits

Request a credit within 30 days of the end of the affected month by emailing [email protected] or through the contact form. Credits are applied to future invoices and are the sole remedy for missing the commitment.