Service Level Agreement

Last updated: 1 May 2026 · Terms · Status

1. Uptime commitment

Starter
99.5% / month
Best-effort · no service credit
Pro
99.9% / month
10% credit per 0.1% below target (cap 50%)
Enterprise
99.95% / month
20% credit per 0.05% below target (cap 100% + breach exit right at 99.0%)

2. What counts as "Available"

The Service is "Available" when the API responds 2xx (or expected 4xx) on the public health endpoint AND the worker successfully completes a no-op audit within 5 minutes. Both signals are continuously measured from a third-party probe (currently Pingdom + Datadog Synthetics).

3. Exclusions

  • Scheduled maintenance announced 7 days in advance via /status.
  • Customer-caused unavailability (revoked AWS role, expired API key, IDP outage on customer side).
  • Force majeure events.
  • Beta or early-access features explicitly tagged as such.
  • Bedrock inference or other AWS-managed-service degradations beyond our control (separate AWS Bedrock SLA applies).

4. How to claim a credit

Email customersuccess@cmeexample.com within 30 days of the affected month with the dates of the outage. We compute the credit, apply to the next invoice, and confirm in writing within 10 business days.

5. Support response

Severity 1 (production down)
Pro: 4h · Enterprise: 1h
24/7
Severity 2 (major degradation)
Pro: same business day · Enterprise: 4h
24/7
Severity 3 (workaround available)
Pro: 1 business day · Enterprise: 4h
Business hours
Severity 4 (general question)
Starter: 2bd · Pro: same bd · Enterprise: same bd
Business hours