Service Level Agreement and Support

Availability commitment

Plan	Monthly uptime commitment
Starter	No contractual commitment
Business	99.9%
Enterprise	99.95%

Availability is measured monthly, excluding scheduled maintenance. Actual availability over the last 12 months is published on the status page.

Service credits

If the monthly uptime falls below the commitment, Business and Enterprise customers are eligible for service credits:

• 10% of the monthly fee if uptime is below the commitment but at least 99.0%.
• 25% of the monthly fee if uptime is below 99.0%.

Service credits must be requested within 30 days after the end of the affected month and are capped at 25% of the monthly fee.

Scheduled maintenance

Scheduled maintenance takes place on Sundays between 02:00 and 06:00 (Paris time) for the EU region, and between 02:00 and 06:00 (New York time) for the US region. Customers are notified at least 72 hours in advance. Most releases are deployed with zero downtime and do not require a maintenance window.

Support

Support is available by email, in-app chat and the help center, in English and French.

Priority	Business (business hours, Mon–Fri)	Enterprise (24/7 for P1)
P1 – Service unavailable	4 hours	1 hour
P2 – Major feature impaired	8 hours	4 hours
P3 – Minor issue or question	2 business days	1 business day

Times are first-response targets, not resolution times. Starter customers have access to the help center and email support on a best-effort basis.

Enterprise customers are assigned a dedicated Customer Success Manager.