Support availability
Our on-call engineering team is available 24 hours a day, 7 days a week, 365 days a year. This is staffed on-call rotation, not a chatbot — a qualified engineer is always paged for P1 and P2 issues.
Response time commitments
| Priority | First response | Resolution target |
|---|---|---|
| Critical (P1) | 15 minutes | 4 hours |
| High (P2) | 1 hour | 8 hours |
| Medium (P3) | 4 hours | 2 business days |
| Low (P4) | Next business day | Scheduled |
Infrastructure uptime SLA
All clusters are covered by a 99.999% monthly uptime SLA. This applies to the availability of your Kubernetes workloads and ingress endpoints. Excluded from the SLA: scheduled maintenance windows, issues caused by customer-deployed application code, and force majeure events.
SLA credits
If we miss the uptime SLA in any given month, you're eligible for a service credit applied to the following invoice. Credits are calculated proportionally to the downtime duration. Contact billing to request a credit — we don't require proof, we check our own monitoring.
What counts as downtime
Downtime is defined as any period where your production ingress endpoint returns 5xx responses for more than 60 consecutive seconds, measured from our external monitoring probes. Maintenance windows agreed to in advance are excluded.