Developer docs
SLA & Uptime
Uptime guarantees, response time commitments, and what happens when we miss them.
All systems operational
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SLA tiers by plan
Plan
Uptime
Support SLA
Credit on breach
Notes
Free
99.5%
Best effort
None
Community support only
Starter
99.5%
48 hours
10% monthly fee
Email support
Pro
99.9%
24 hours
25% monthly fee
Priority email
Scale
99.95%
8 hours
50% monthly fee
Slack + email
Enterprise
99.99%
4 hours
100% monthly fee
Dedicated CSM, custom SLA
Definitions
Uptime is calculated monthly as (total minutes − downtime minutes) / total minutes. Scheduled maintenance windows (Sundays 02:00–04:00 UTC, announced 72 hours ahead) do not count as downtime.
Downtime means the API is returning errors on more than 5% of requests for more than 5 consecutive minutes, as measured by our monitoring system.
Support SLA is the time from a ticket being raised to first substantive response from a human. Acknowledgement emails do not count.
Credits on breach are applied to your next invoice automatically. You do not need to raise a claim. Credits cannot be converted to cash.
Maintenance windows
Scheduled maintenance runs every Sunday between 02:00 and 04:00 UTC. We announce maintenance at least 72 hours in advance via the status page and email. Emergency maintenance can happen outside this window and will be announced as soon as possible. During maintenance, the API may return 503 Service Unavailable.
Recent incident history
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