Enterprise Service Level Agreement (SLA)

Our legally binding commitments guaranteeing 99.95% monthly uptime, priority incident response, and service credits.

99.95%

Uptime Guarantee

Financial service credits provided if availability drops below 99.95%.

< 15 min

P1 Incident Response

Direct escalation to dedicated site reliability engineers.

24/7/365

Dedicated SRE Support

Private Slack/Telegram channels and dedicated technical account managers.

Incident Severity & Response Matrix

P1 - Critical Outage

Total generation pipeline or API outage affecting active campaigns.

Response< 15 minutes

Coverage24/7/365

P2 - Degraded Service

Single social platform preview failure or delayed async ingestion tasks.

Response< 1 hour

Coverage24/7/365

P3 - General Inquiries

Account configuration, catalog mapping assistance, or billing questions.

Response< 4 hours

CoverageBusiness hours