We do not offer contractual SLAs at current pricing tiers. The targets below are our operational commitments — what we run the business to meet.
Uptime
99.9% monthly on customer-facing surfaces. See Service uptime.
Support response
- General inquiries — within 1 business day, usually faster.
- Active incidents affecting your account — within 1 hour during business hours.
- Refund requests — reviewed within 5 business days.
- Data deletion / access requests — within 30 days, in line with PIPEDA / CCPA.
Implementation contractor assignment
Within 1 business day of purchase.
Scope report delivery
Typically same-day. If we miss the announced delivery window, we send a proactive notification with the new expected time.
Enterprise SLA
Custom SLAs with contractual remedies are available at the enterprise tier. Contact [email protected] if you need this.