Availability commitment
We commit to a 99.9% monthly uptime target across the grid. This is the binding commitment behind the uptime language on the Security page and the Status page, both of which point back here for the actual numbers. It is measured on your live production service — a staging or other non-production environment (see Environments) carries no separate uptime commitment.
Definitions
- Monthly Uptime %
- Total minutes in the month minus Downtime minutes, divided by total minutes in the month.
- Downtime
- Any period your site or instance is unreachable, excluding Scheduled Maintenance and the Exclusions below.
- Scheduled Maintenance
- Planned work announced in advance through the quote channel, carried out in a low-traffic window wherever possible.
- Service Credit
- A credit toward a future invoice, issued when Monthly Uptime % falls short of target.
Service credit schedule
- Below 99.9%
- 10% of that month's fees, credited toward a future invoice.
- Below 99.0%
- 25% of that month's fees, credited toward a future invoice.
- Below 95.0%
- 50% of that month's fees, credited toward a future invoice.
See Billing for this ladder in plain English, next to the rest of what a month looks like.
Exclusions
- Scheduled Maintenance, announced in advance through the quote channel.
- Causes outside our reasonable control, including upstream network or provider outages.
- Issues caused by your own configuration, code, or traffic.
- Suspension or restriction resulting from a violation of the Acceptable Use Policy.
How to claim
Send a claim through the quote form within 30 days of the incident, including the account and the dates affected. Approved credits are applied to a future invoice — they aren't paid out as cash.