P1 — Critical
Examples: Service down for all customers · data-loss risk · security breach in progress
Response: Enterprise: 15 min · Team: 1 BD
Resolution: Continuous engineering effort until restored
Service Level Agreement
Per-tier uptime targets, P1 response commitments, and the credit schedule that applies if we miss them. Business and Enterprise tiers carry contractual SLAs reported monthly.
Per-tier targets
| Tier | Monthly uptime | P1 response | Credit |
|---|---|---|---|
| Open Source | — | — | None |
| Team | 99.5% target | 1 business day | Goodwill credits at our discretion |
| Enterprise | 99.95% | 15 minutes | Custom per SLA addendum |
Severity + response matrix
P2 — High
Examples: Single tenant unable to access the dashboard · core workflow blocked
Response: Enterprise: 1 hr · Team: 1 BD
Resolution: Daily updates · workaround within 24 hours
P3 — Normal
Examples: Non-blocking bug · feature degradation · documentation gap
Response: Enterprise: 1 BD · Team: 5 BD
Resolution: Scheduled into the next release window
P4 — Low
Examples: Cosmetic bug · enhancement request
Response: Enterprise: 5 BD · Team: Best effort
Resolution: Roadmap consideration
Exclusions
- —Scheduled maintenance announced ≥ 48 hours in advance
- —Force majeure events: natural disasters, government action, ISP outages
- —Customer-side: revoked tokens, expired GitHub App installation, misconfigured webhook URL
- —Upstream third-party outages we depend on: GitHub, Cloudflare
- —Beta or preview features explicitly flagged as such
Credit claims
Email [email protected] within 30 days of the affected month. Claims are reconciled against our WORM-recorded outage minutes and applied on the next invoice.