SERVICE LEVEL AGREEMENT
What we commit to.
Aureus customers receive contractual guarantees on uptime, incident response, backup integrity, and service continuity. This page describes the full scope of those commitments and what remedies apply when we fall short.
Effective date: January 1, 2026 · Applies to all Cluster S, M, and L plans
Uptime commitment
Cluster S
99.999%
≤ 5.3 min / year
Cluster M
99.999%
≤ 5.3 min / year
Cluster L
Custom
Negotiated per contract
Uptime is measured as the percentage of minutes in a calendar month during which the cluster is reachable and serving requests. Scheduled maintenance windows, communicated at least 72 hours in advance, are excluded from downtime calculations.
Uptime is tracked continuously from our monitoring infrastructure and is independently verifiable via the public status page at status.aureus.cx.
Incident response times
Response times are measured from the moment an incident is reported via the dashboard or support channel, or detected automatically by Aureus monitoring — whichever is earlier. All times are guaranteed 24/7/365.
| Severity | Classification | Description | First response | Updates | Target resolution |
|---|---|---|---|---|---|
| P0 | Critical | Cluster unreachable, total data loss risk, or security breach | 15 min | 30 min | Best effort — target 2 hrs |
| P1 | High | Significant performance degradation, partial data unavailability | 1 hr | 2 hrs | Best effort — target 8 hrs |
| P2 | Medium | Non-critical feature impaired, degraded monitoring, minor latency spikes | 4 hrs | 8 hrs | Best effort — target 48 hrs |
| P3 | Low | Questions, configuration requests, cosmetic issues | Next business day | As needed | Scheduled |
Backup & recovery guarantees
Recovery Point Objective (RPO)
< 5 minutes
Maximum data loss window. Continuous WAL archiving ensures no more than 5 minutes of transactions are unrecoverable in a worst-case scenario.
Recovery Time Objective (RTO)
< 1 hour
Time to restore a cluster from backup. Typical restoration completes in 20–40 minutes depending on database size. Larger clusters may require up to 4 hours.
Backup retention
30 days
Daily base backups and continuous WAL logs are retained for 30 calendar days. Point-in-time recovery is available to any moment within the retention window.
Backup verification
Weekly
Backups are automatically restored and verified against a non-production environment every week. Customers can view the last verification timestamp in the dashboard.
Service credits
If Aureus fails to meet the uptime commitment in a calendar month, affected customers are eligible for a service credit applied to the following month's invoice. Credits are issued automatically — no claim required.
| Monthly downtime | Credit |
|---|---|
| < 0.1% | None |
| 0.1% – 1.0% | 10% of monthly fee |
| 1.0% – 5.0% | 25% of monthly fee |
| > 5.0% | 50% of monthly fee |
Credits are capped at 50% of the monthly fee in any single month. Credits do not apply to downtime caused by customer-initiated actions, third-party integrations outside Aureus infrastructure, force majeure events, or abuse of the platform in violation of the Acceptable Use Policy. Credits are the sole and exclusive remedy for SLA failures.
What this SLA does not cover
- Scheduled maintenance communicated at least 72 hours in advance
- Downtime resulting from customer-initiated actions (deployments, schema migrations, configuration changes)
- Issues caused by third-party services outside Aureus infrastructure (DNS providers, CDNs, external APIs)
- Force majeure events (natural disasters, network outages beyond our upstream providers)
- Beta features or services explicitly marked as preview
- Downtime caused by customer violations of the Acceptable Use Policy
Questions about this SLA?
Enterprise customers can request custom SLA terms, higher uptime tiers, or contractual commitments beyond what is described here. Reach out to discuss.