Service level agreement

This document is not published yet.

We would rather say that than put up something that reads like a policy and is not one. A document like this has to be written by a solicitor: it is enforceable, and getting it wrong is worse than not having it.

Who asks for it

Anyone paying a monthly fee. Team is a real price with nothing promised in writing.

What it has to cover

Uptime target, how it is measured, and over what window.
Support response times per tier.
What a customer gets when it is missed, and how they claim it.
What is excluded, including a model provider's own outage.

If this is blocking a decision, say so on the quote form. Meanwhile our sub-processors are listed in full, because that is a matter of fact rather than a legal opinion.