Planned SLA terms.
99.9% target on Team. 99.95% target on Enterprise. Best-effort on Hobby and Pro. Team and Enterprise are planned tiers (no billing wired). Live component status at /factory/status; automated 90-day uptime tracking is on the roadmap, so we do not yet publish a measured-uptime number.
This page is the published SLA. The contract version (Enterprise MSA) is the controlling document.
Per-tier SLA
| Tier | Uptime | Support response | Service credits | 24/7 pager |
|---|---|---|---|---|
| Hobby (free) — live | Best-effort (no formal SLA) | Best-effort | None | No |
| Pro — planned | Best-effort (no formal SLA) | Email within 4 business hours (target) | None | No |
| Team — planned | 99.9% monthly target (Service Credits below) | Email within 1 business hour (target) | 10% / 25% / 50% (see below) | No |
| Enterprise — planned | 99.95% monthly target (custom contract) | Email within 30 min, 24/7 (target) | Custom (negotiated in MSA) | Yes — direct pager rotation |
Service credit schedule (Team)
If we breach the Team-tier SLA in a given calendar month, you receive automatic credits applied to your next invoice. Credits cap at 50% of the monthly fee. Enterprise customers can negotiate higher caps in their MSA.
| Monthly uptime | Service credit |
|---|---|
| 99.0% – 99.9% | 10% of monthly fee |
| 95.0% – 99.0% | 25% of monthly fee |
| below 95.0% | 50% of monthly fee |
We compute uptime monthly from our internal observability + our public /factory/status page. Credits are auto-applied; you do not need to file a claim. Service credits are the sole remedy for an SLA breach.
What’s covered
Need a custom SLA?
Enterprise contracts can carry custom uptime targets, credit schedules, RPO/RTO commitments, and named-account pager rotation. Email [email protected].