Service level agreement

Written to be read. Where a clause has a practical consequence, the consequence is stated rather than implied.

The commitment

99.9% monthly availability on Growth, 99.95% on Scale and Enterprise. Availability is measured per region as the proportion of five-minute intervals in which the region returned a successful response to the synthetic probe.

The Free plan has no availability commitment. It runs on the same infrastructure, but it buys no credits.

Service credits

Below 99.9%: 10% of that month's fees. Below 99.5%: 25%. Below 99.0%: 50%. Below 95.0%: 100%.

You do not claim them. We calculate the credit from our own measurements and put it on the next invoice; there is no support ticket to file, no log files to attach and no 30-day window to miss. The month's measured availability per region is published on the status page, so the arithmetic is checkable.

Take the credit as a refund instead if you prefer — say so and it is paid rather than carried forward.

Credits are the agreed measure of missed availability, not a waiver of anything else. If an outage causes loss that the terms otherwise cover, the credit does not extinguish that claim.

What is excluded

Scheduled maintenance announced at least 72 hours ahead, capped at four hours a month and scheduled outside 07:00–20:00 in the region's local time.

Failures caused by your own configuration, by traffic beyond your plan's rate limits, or by a force majeure event.

Regions that have not reached general availability. Those are marked on the status page and carry no commitment until they do.

Deprecation

Breaking changes get a new major version in the path. An endpoint is never removed with less than twelve months' notice, announced in the changelog and served with a Sunset header for the whole notice period.

These are commercial terms, not legal advice. They were drafted to be read by the people who have to live with them; have your own counsel read them before you rely on them.