Service Level Agreement
Scope
This applies to paid instances. Trial and staging instances carry no availability commitment.
Availability commitment
We target 99.5% monthly availability for a production instance, measured as the proportion of five-minute intervals in the calendar month in which the instance answered a request successfully.
The measurement is our own monitoring, which records both the reading and the moment it was taken. Where our monitoring did not measure an interval, that interval counts as unavailable rather than being ignored.
What does not count against it
- Planned maintenance announced at least forty-eight hours in advance, up to four hours per month, scheduled outside 08:00–18:00 GMT where possible.
- Emergency security patching, which we will announce as soon as we can.
- Failures caused by your own configuration, code or modules.
- Suspension under the Terms of Service or Acceptable Use Policy.
- Failure of a network outside our control between you and the platform.
Backups and recovery
- Backups are taken daily and retained for thirty days.
- Backups are held in a location separate from the instance.
- Recovery point objective: 24 hours. Up to a day's data may be lost in a full recovery.
- Recovery time objective: 8 hours from the decision to restore.
- Restores are exercised periodically. A backup that has never been restored is an assumption, not a backup.
Support response
| Severity | Meaning | First response |
|---|---|---|
| Critical | Instance unavailable, or data at risk | 2 working hours |
| High | A major function unusable, no workaround | 1 working day |
| Normal | Something is wrong but usable | 3 working days |
Response means a human has read it and told you what happens next, not that it is resolved.
If we miss the commitment
On request within thirty days of the month concerned, we credit your next invoice:
- Below 99.5% but at or above 99.0% — 10% of that month's fee.
- Below 99.0% but at or above 95.0% — 25%.
- Below 95.0% — 50%.
Credits are the remedy for missed availability. If we are below 95% for three consecutive months you may terminate without penalty.