Enterprise SLA
Last updated: February 6, 2026
1. Enterprise Uptime Guarantee
Enhanced uptime guarantees for Enterprise customers:
- Multi-Zone Deployment: 99.995% uptime guarantee
- Dedicated Infrastructure: 99.99% uptime guarantee
- High Availability Setup: 99.999% uptime target
2. Premium Support
Enterprise support guarantees:
- Critical (P1): 5-minute initial response, 1-hour resolution target
- High (P2): 15-minute initial response, 4-hour resolution target
- Dedicated Account Manager: Personal account manager
- Priority Phone Line: 24/7 direct line
3. Enhanced Service Credits
| Monthly Uptime | Service Credit |
|---|---|
| < 99.995% | 15% |
| < 99.99% | 30% |
| < 99.9% | 50% |
| < 99% | 100% |
4. Monitoring and Reporting
- Real-time performance dashboard
- Weekly detailed SLA reports
- Monthly performance review meetings
- Custom metric and alert definitions
5. Custom Terms
Custom SLA terms for Enterprise customers are determined through consultation. Dedicated infrastructure, custom network bandwidth, compliance requirements, and custom backup policies can be defined.
6. Contact
For information about Enterprise SLA: [email protected]
Document Owner: Enterprise Sales Director
Contact: [email protected]