99.8% Production Uptime. Backed by financial commitments.
We hold ourselves to rigorous enterprise performance standards. From sub-15 minute Sev-1 triage to direct invoice service credits, our contracts are built on accountable engineering execution.
Incident severity & triage matrix.
Every reported anomaly is categorized by operational severity with dedicated technical lead assignment.
Critical Outage
Complete production outage, data integrity compromise, or total core checkout/API failure preventing end-user business operations.
Major Degradation
Significant system feature degradation, severely impacted latency, or high error rates where partial workarounds exist.
Moderate Issue
Non-critical functionality impairment, minor UI bugs, administrative dashboard glitches, or performance degradation without data loss.
Inquiry & Minor Request
General configuration inquiries, non-blocking cosmetic updates, documentation clarifications, or minor feature enhancement consultations.
Service credit remuneration tiers.
If our infrastructure availability drops below our contractual threshold, credits are automatically applied.
| Monthly Availability Tier | Financial Credit Percentage | Operational Context |
|---|---|---|
| 99.5% - 99.79% | 10% Retainer Credit | Production availability drops below SLA commitment for the monthly billing cycle. |
| 99.0% - 99.49% | 25% Retainer Credit | Extended downtime exceeding 3.6 hours cumulative across production clusters. |
| < 99.0% | 50% Retainer Credit | Severe operational failure; includes executive post-mortem and direct founder review. |
Inspect live telemetry and status history.
Authenticate to your client portal to review historical uptime telemetry, submit critical tickets, and view signed SLA riders.