1. Uptime Measurement & Exclusions

Monthly Uptime Percentage is calculated as the total number of minutes in a calendar month minus the number of minutes of Downtime, divided by the total number of minutes in that month.

Exclusions from Downtime calculations include:

Scheduled maintenance windows communicated at least 48 hours in advance.
Outages caused by external network providers, DNS providers, or third-party infrastructure (e.g., Stripe merchant checkout outages, carrier-level SMS delivery delays).
Downtime resulting from Customer misuse, unapproved scrapers, or violation of our Acceptable Use Policy.

2. Incident Severity Levels & Response Times

Severity Tier	Description	Target Initial Response	Status Updates
P1 — Critical	Core platform or invoicing API completely unavailable for all users	< 30 minutes	Every 1 hour
P2 — Major	Core feature impaired (e.g., payment webhook delay, email queue backlog)	< 2 hours	Every 4 hours
P3 — Moderate	Non-critical feature issue with acceptable operational workaround	< 8 hours	Daily
P4 — Minor	Cosmetic anomaly, documentation inquiry, or general question	< 24 hours	Weekly

3. Scheduled Maintenance Windows

Standard infrastructure updates are scheduled during low-traffic periods (Sunday 02:00–04:00 UTC). Emergency security patches may be deployed outside standard windows when necessary to protect tenant security.

1. Uptime Measurement & Exclusions

Monthly Uptime Percentage is calculated as the total number of minutes in a calendar month minus the number of minutes of Downtime, divided by the total number of minutes in that month.

Exclusions from Downtime calculations include:

Scheduled maintenance windows communicated at least 48 hours in advance.

Outages caused by external network providers, DNS providers, or third-party infrastructure (e.g., Stripe merchant checkout outages, carrier-level SMS delivery delays).

Downtime resulting from Customer misuse, unapproved scrapers, or violation of our Acceptable Use Policy.

2. Incident Severity Levels & Response Times

Severity Tier	Description	Target Initial Response	Status Updates
P1 — Critical	Core platform or invoicing API completely unavailable for all users	< 30 minutes	Every 1 hour
P2 — Major	Core feature impaired (e.g., payment webhook delay, email queue backlog)	< 2 hours	Every 4 hours
P3 — Moderate	Non-critical feature issue with acceptable operational workaround	< 8 hours	Daily
P4 — Minor	Cosmetic anomaly, documentation inquiry, or general question	< 24 hours	Weekly

Service Level Agreement (SLA)

99.9% Core Target Uptime

1. Uptime Measurement & Exclusions

2. Incident Severity Levels & Response Times

3. Scheduled Maintenance Windows

Service Level Agreement (SLA)

99.9% Core Target Uptime

1. Uptime Measurement & Exclusions

2. Incident Severity Levels & Response Times

3. Scheduled Maintenance Windows