Service Credits and Exclusions
Service credits for SLA non-compliance and excluded situations
Service credits
Differs depending on the model
Shared Model (SaaS): service credits apply if monthly availability drops below 99.9% (excluding planned maintenance and excluded situations). Enterprise Model (Dedicated): service credits apply if monthly availability drops below 99.9%, in accordance with the contractual terms.
If monthly availability drops below the guaranteed level, service credits may apply. The credit is normally requested by the client within an established timeframe, based on the availability data from Status and History.
Situations excluded from the SLA
The following situations are not counted as downtime and are excluded from the SLA:
| Exclusion | Explanation |
|---|---|
| Planned maintenance | Windows announced in advance (see Maintenance Windows) |
| Force majeure | Events beyond the Company's reasonable control |
| Third-party provider unavailability | Outages at Heroku, AWS, or other infrastructure providers |
| Causes attributable to the client | Misconfigurations, incorrect use, faulty custom integrations |
| External attacks | DoS-type attacks or other malicious actions by third parties |
| Justified suspension | Suspension for non-payment or breach of terms |
These exclusions are consistent with the Limitation of Liability section of the Terms and Conditions, under which the Company's total liability may not exceed the subscription value paid over the last 3 months.