DRAFT — Requires legal review before publication.
Service Level Agreement
Last updated: April 2026
This SLA applies to Pro, Business, and Enterprise plan subscribers.
Availability Target
99.9% monthly uptime, measured as: (total minutes in month - downtime minutes) / total minutes in month × 100.
Scheduled Maintenance
Announced at least 48 hours in advance. Performed during low-traffic hours (UTC 06:00–10:00). Scheduled maintenance is excluded from uptime calculations.
Service Credits
| Monthly Uptime | Credit |
|---|---|
| 99.0% – 99.9% | 10% of monthly fee |
| 95.0% – 99.0% | 20% of monthly fee |
| Below 95.0% | 30% of monthly fee |
Maximum credit: 30% of monthly fee. Credits applied to next billing cycle. Must be requested within 30 days.
Incident Response
| Severity | Definition | Response | Resolution Target |
|---|---|---|---|
| Critical | Service completely unavailable | 30 minutes | 4 hours |
| High | Major feature degraded | 2 hours | 8 hours |
| Medium | Minor feature affected | 8 hours | 48 hours |
| Low | Cosmetic or non-urgent | 24 hours | 5 business days |
Exclusions
- Force majeure events
- Third-party service outages (Stripe, Plaid, Google, etc.)
- Your network or device issues
- Features in beta or early access
- Actions caused by your violation of Terms of Service
Monitoring
We operate 24/7 automated monitoring with 9 alert rules covering API health, database performance, payment processing, and AI pipeline status. Circuit breakers on all integrations ensure graceful degradation.