Service Level Agreement
Uptime commitments, support response times, service credits and exclusions by plan.
This Service Level Agreement (SLA) describes the availability and support commitments error.page makes for paid plans. The Free plan is provided on a best-effort basis with no SLA. For Enterprise, the terms in your signed order form govern and supersede this document where they differ.
Uptime commitments
We measure each service independently, per calendar month. The branded error page carries the highest commitment because it must serve your users precisely when your own application is down.
| Service | Pro | Business | Enterprise |
|---|---|---|---|
| Branded error page (public outage page) | 99.9% | 99.95% | 99.99% |
Ingest API (/api/v2/ingest) |
99.5% | 99.9% | 99.95% |
| Dashboard & app | 99.0% | 99.5% | 99.9% |
For reference: 99.9% is about 43 minutes of allowed downtime per month; 99.99% is about 4 minutes.
Support response times
Target time to a first human response, by severity:
| Severity | Pro | Business | Enterprise |
|---|---|---|---|
| Sev-1 — service down / no error pages served | 1 business day | 4 business hours | 1 hour, 24×7 |
| Sev-2 — major feature broken, no workaround | 2 business days | 1 business day | 4 hours |
| Sev-3 — minor or degraded, workaround exists | 3 business days | 2 business days | 1 business day |
| Sev-4 — question or feature request | best effort | 3 business days | 2 business days |
Channels: Pro — email. Business — priority email. Enterprise — a dedicated Slack/Teams channel and a named contact.
Service credits
If we miss the branded error page uptime target in a given month, Business and Enterprise customers may request a credit against that month's fee:
| Monthly uptime achieved | Credit |
|---|---|
| Below target but ≥ 99.0% | 10% |
| Below 99.0% but ≥ 95.0% | 25% |
| Below 95.0% | 50% |
Credits are the sole and exclusive remedy for missed uptime, are capped at 50% of the affected month's fee, and must be requested within 30 days of the incident via support, including the affected time window.
Exclusions
Uptime commitments do not apply to downtime caused by:
- Scheduled maintenance (see below).
- Factors outside our reasonable control — force majeure, upstream network or DNS failures, or your own DNS/CDN configuration.
- Customer-configured dependencies — your bring-your-own SMTP sending domain and your bring-your-own AI provider. Their outages are theirs, not ours.
- Misuse, abuse, or exceeding your plan's rate limits.
- Features explicitly labeled Beta.
Scheduled maintenance
Routine maintenance is announced at least 48 hours in advance and targeted at low-traffic windows; it does not count against uptime. Emergency security maintenance may occur with shorter notice.
Security & data
- Secrets at rest — bring-your-own SMTP passwords and AI keys — are encrypted. Per-tenant data isolation is enforced at the query layer.
- Webhooks are HMAC-signed and delivered over TLS to publicly routable endpoints only.
- An independent third-party security review is conducted annually; a summary is available to Enterprise customers under NDA.
Requesting a credit
Contact support with your organization name, the affected service, and the downtime window. We'll validate against our monitoring and apply any credit to a future invoice.