Service Level Agreement
99.95% uptime, committed across every tier.
Published SLA commitments, real-time status, and incident history.
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SLA Tiers
Free
Uptime
No SLA
Max Downtime/Mo
Best effort
P95 Latency
No guarantee
Support Response
Community only
Pro
Uptime
99.5%
Max Downtime/Mo
< 3.65 hours
P95 Latency
< 500ms
Support Response
24h email
Team
Uptime
99.9%
Max Downtime/Mo
< 43.8 min
P95 Latency
< 200ms
Support Response
4h business hours
Enterprise
Uptime
99.95%
Max Downtime/Mo
< 4.38 min
P95 Latency
< 100ms
Support Response
1h 24/7
Response Time Guarantees
| Metric | Free | Pro | Team | Enterprise |
|---|---|---|---|---|
| API P95 Latency | -- | < 500ms | < 200ms | < 100ms |
| Monthly Uptime | Best effort | 99.5% | 99.9% | 99.95% |
| Support Response | Community | 24h email | 4h business | 1h 24/7 |
| Incident Updates | Status page | Email + Slack | Dedicated channel |
90-Day Uptime History
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Incident History
No incidents recorded. All systems have been operating normally.
SLA Credits & Remedies
If EvalGuard fails to meet the uptime commitment for your tier during any calendar month, you are eligible for service credits applied to future invoices:
- 99.0% - SLA target:10% credit of that month's fees
- 95.0% - 99.0%:25% credit of that month's fees
- Below 95.0%:50% credit of that month's fees
Credits must be requested within 30 days of the incident. Scheduled maintenance windows (announced 48 hours in advance) are excluded from uptime calculations.