Monthly uptime commitment
99.9%
Legal
Service Level Agreement
Effective: 2025-02-14. Availability commitments, response targets, and credit policy in one view.
Critical incident response
1 hour
High priority response
4 hours
Medium priority response
12 hours
Low priority response
24 hours
Credit request window
Within 7 days
Planned maintenance notice
At least 48 hours
Max service credit
15%
Credit Tiers
99.9%+
No credit
99.0% - 99.89%
5% credit
95.0% - 98.99%
10% credit
Below 95.0%
15% credit
Exclusions
- Customer-caused issues, including misconfiguration or unsupported third-party software.
- External provider outages outside CloudCode infrastructure.
- Force majeure events, including disasters and government actions.
- Free-tier and trial services.