P1
Critical
Production site is fully down or core payment/auth flow is broken for all users.
- First response
- ≤ 1 hour, 24/7
- Resolution target
- ≤ 4 hours
Service Level Agreement
The numbers we hit every month.
Hosting subscriptions come with measurable promises: availability targets, response times by severity, and credits when we don't hit them.
0.00%Target uptime
Headline KPIs
What you can expect, contractually.
0.00%
Monthly uptime
≤ 0h
P1 first response
≤ 0h
Business-hours response
≤ 0
Maintenance windows / mo
Severity matrix
How fast we react, by impact.
When you open a ticket we tag it with one of four levels. The tag is visible in your portal and drives our internal escalation.
P2
High
Major feature is broken for many users, or significant degradation in performance.
- First response
- ≤ 4 hours, business hours
- Resolution target
- ≤ 1 business day
P3
Normal
Non-critical bug, content fix, small enhancement, or anything that isn't blocking users.
- First response
- ≤ 1 business day
- Resolution target
- ≤ 5 business days
P4
Low
Question, suggestion, or scheduled change. Tackled in the next planning cycle.
- First response
- ≤ 2 business days
- Resolution target
- Next sprint
Component targets
The uptime number, broken down.
- Web tier (Next.js)99.9%
- API & background workers99.9%
- Postgres (managed)99.95%
- CDN edge (Cloudflare)99.99%
Service credits
When we miss the number.
If your monthly uptime falls below the target, you get a credit on the following invoice:
- 99.0%–99.95% → 10% credit
- 95.0%–99.0% → 25% credit
- Below 95.0% → 50% credit and right to terminate
Credits are automatic — no ticket required, no proof of loss. Posted within 5 business days of month-end.
Maintenance windows
When we change things.
Planned maintenance happens at most once per calendar month, in a 2-hour window between 02:00 and 05:00 CET, announced at least 5 days in advance.
Maintenance windows don't count against the uptime number above — but we publish a separate status page showing how often we actually need them. The honest number is “rarely”.