SLA

Our Commitments,
in Plain English.

Response times, uptime guarantees, and what happens if we miss a commitment. No fine print. No "subject to change." Clear obligations, clearly stated.

Get the SLA you deserve

Response Time Guarantees

How fast we respond, by priority and plan.

Response time is measured from incident creation to the first meaningful human response from a SocioFi engineer. Automated notifications don't count.

Priority	Description	Essential	Growth	Scale
P1	Service down, data at risk, security breach	<8 hrs (business hours)	<4 hrs (business hours)	<15 min (24/7)
P2	Major feature broken, significant degradation	<8 hrs (business hours)	<4 hrs (business hours)	<1 hr (24/7)
P3	Minor bug, workaround available	Next business day	<8 hrs (business hours)	<4 hrs (business hours)
P4	Cosmetic issue, minor UX problem	Next maintenance window	Next business day	Next business day

Uptime Guarantees

Guaranteed uptime by plan.

Uptime is measured as a rolling monthly average across all monitored services. The numbers below represent the maximum allowed downtime under each plan.

Essential

99.5%

Up to 43 hours downtime per year.

43.8 hrs/year max

Growth

99.9%

Up to 8.7 hours downtime per year.

8.7 hrs/year max

Scale

99.95%

Up to 4.4 hours downtime per year.

4.4 hrs/year max

What If We Miss

We miss SLAs occasionally. Here's what happens.

We take SLA commitments seriously. When we miss them, we make it right. Here's the credit policy, stated plainly.

How credits are calculated

On the Scale plan, a P1 SLA miss earns you 1 day of service credit for every hour we exceed the 15-minute response SLA. Credits are prorated based on your monthly plan cost. Credits apply to future invoices — not refunds.

How to claim a credit

Submit a credit request via your account dashboard or email your account manager within 30 days of the missed SLA. Include the incident ID from your monitoring dashboard. We review and apply within 5 business days.

What counts as an SLA miss

An SLA miss is recorded when our team exceeds the published first-response time for a confirmed incident, as measured from the time we created the incident in our system. Initial detection time is excluded.

Credit limits

Credits are capped at 30 days of service per calendar month. SLA credits cannot be combined with other promotions or discounts. Credits don't carry over to new contract periods.

How We Measure

Uptime measurement, exactly defined.

Vague SLAs are worth nothing. Here's precisely how we measure, what counts as downtime, and when an incident is considered closed.

30-second checks from 5 locations

Uptime is measured via synthetic HTTP checks fired every 30 seconds from monitoring nodes in North America, Europe, Southeast Asia, East Asia, and Australia. Latency and response codes are recorded on every check.

Two consecutive failures = downtime

A single failed check does not count as downtime. Two consecutive failures from at least two monitoring locations must occur before an incident is opened. This eliminates false positives from transient network issues.

Scheduled maintenance is excluded

Downtime during a maintenance window announced at least 48 hours in advance does not count against your uptime SLA. Maintenance windows are published in your dashboard. We work outside business hours whenever possible.

Downtime ends when we verify recovery

An incident is closed when 3 consecutive checks from all 5 locations return successful responses. We don't close incidents based on a single positive check — we confirm recovery is sustained before marking it resolved.

Exclusions

What's not covered.

These are the only situations where uptime SLA credits do not apply. We keep this list short because it should be.

Scheduled maintenanceAnnounced at least 48 hours in advance via your dashboard and email. We schedule outside your peak traffic hours.

Force majeureNatural disasters, widespread internet outages, war, pandemic, or other events beyond reasonable control.

Client-caused issuesDowntime resulting directly from changes made by the client to code, infrastructure, or configuration without our involvement.

Third-party service outagesOutages caused by AWS, Stripe, Cloudflare, or other third-party services outside our control. We escalate and communicate, but cannot guarantee third-party SLAs.

Free or trial plansSLA guarantees apply to paid plans only. Free consultations and trial periods do not include uptime or response time commitments.

Billing disputesSLA credits are not available to accounts with overdue balances or accounts that have violated the terms of service.

Uptime is always visible.

Your monitoring dashboard shows real-time uptime data and a full incident history. You never have to wait for a report to know how your software is performing. Monthly reports are sent automatically on the 1st of each month, covering the previous period.

Real-time dashboard — check anytime, no login required for status page

Monthly automated report — sent to all account contacts on the 1st

Incident history — full timeline of every incident, cause, and resolution

P1/P2 postmortems — detailed root cause report within 48 hours

Get Protected

Get the SLA you deserve.

Real response time commitments. Real uptime guarantees. Real credits if we miss them. Not the kind of SLA that sounds good but delivers nothing.