Service Level Agreement

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	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.