Service Level Agreement
Effective: 4 July 2026 · Applies to paid Growth and Business plans.
1. Uptime commitment
| Plan | Monthly uptime target | Support response |
|---|---|---|
| Pilot / Free | Best-effort | Community, best-effort |
| Growth | 99.5% | Business-hours, next-business-day |
| Business | 99.9% | 24/5, 4-hour first response for Sev-1 |
| Enterprise | 99.9% + custom | 24/7, 1-hour Sev-1 (per order form) |
2. How uptime is measured
Uptime is measured monthly as: (total minutes in month − unplanned downtime minutes) / total minutes in month. Unplanned downtime means the production API and web app are unreachable or return persistent 5xx errors for more than 5 consecutive minutes, as observed by our synthetic monitors and confirmed by the status page.
3. Exclusions
- Scheduled maintenance announced at least 48 hours in advance (capped at 4 hours / month).
- Force majeure and third-party outages outside our control (regional cloud outages, DNS, ISPs).
- Customer-caused issues (bad credentials, rate-limit abuse, misconfigured webhooks).
- Beta features explicitly labelled "beta" or "preview".
4. Service credit schedule
| Monthly uptime achieved | Growth credit | Business credit |
|---|---|---|
| < target but ≥ 99.0% | 10% of monthly fee | 15% of monthly fee |
| < 99.0% but ≥ 98.0% | 20% | 25% |
| < 98.0% but ≥ 95.0% | 30% | 50% |
| < 95.0% | 50% | 100% |
Credits are applied to the next invoice. Total credits in any month are capped at 100% of that month's fee for the affected workspace. Credits are the sole and exclusive remedy for uptime failures.
5. Claim procedure
To claim a credit, email sla@scmedge.example within 30 days of the incident with your workspace ID and the affected timeframe. We'll cross-reference the incident on the status page and apply the credit within one billing cycle.
6. Support severities
- Sev-1 — Production down for all users in your workspace, or a data-integrity incident.
- Sev-2 — Major feature broken, no reasonable workaround.
- Sev-3 — Minor bug, workaround available.
- Sev-4 — Question, feature request, or documentation issue.
7. Changes
Material changes to this SLA are published to /legal/changelogwith at least 30 days' notice.