Our Service Level
Commitments
Concrete commitments on uptime, response times, and support. We put these in writing because we stand behind them.
Incident Response Times
Complete service outage or severe degradation impacting all users
Starter
Response: 4 hours
Resolution: 24 hours
Professional
Response: 1 hour
Resolution: 8 hours
Enterprise
Response: 15 minutes
Resolution: 4 hours
Significant degradation or partial outage affecting a subset of users
Starter
Response: 8 hours
Resolution: 48 hours
Professional
Response: 2 hours
Resolution: 12 hours
Enterprise
Response: 30 minutes
Resolution: 8 hours
Moderate impact, workaround available, non-critical functionality affected
Starter
Response: 2 business days
Resolution: 5 business days
Professional
Response: 4 hours
Resolution: 2 business days
Enterprise
Response: 2 hours
Resolution: 1 business day
Minor issue, cosmetic problem, or general question
Starter
Response: 5 business days
Resolution: 10 business days
Professional
Response: 1 business day
Resolution: 5 business days
Enterprise
Response: 4 hours
Resolution: 2 business days
Support Coverage by Plan
Uptime SLA
99.9%
Support Hours
Business hours (9am–6pm ET, Mon–Fri)
Channels
Uptime SLA
99.95%
Support Hours
24/7/365
Channels
- Priority ticketing
- Slack (add-on)
Uptime SLA
99.99%
Support Hours
24/7/365 + Dedicated on-call
Channels
- Slack
- Phone
- Dedicated Slack channel
Dedicated Customer Success Manager
How We Measure Uptime
- Uptime is measured as the percentage of time your monitored systems report healthy status in our monitoring platform, calculated monthly.
- Maintenance windows (scheduled with 48 hours notice) are excluded from uptime calculations.
- SLA credits are issued as service credits on your next invoice: 10% of monthly fee per 0.1% below committed uptime, up to 30% maximum per month.
Want Enterprise-Grade SLAs?
Let's talk about a custom SLA that matches your business requirements and risk tolerance.
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