Service Level Agreement
Effective 2026-05-28
Uptime commitment and service credit schedule for paid Enginara plans. Trial workspaces are provided as-is and are not covered by this SLA.
1. Uptime commitment
We commit to the following monthly uptime for the production application (read and write paths excluding planned maintenance):
| Plan | Monthly uptime target |
|---|---|
| Starter | 99.0% |
| Team | 99.5% |
| Business | 99.9% |
| Corporate | 99.95% |
2. Measurement
Uptime is measured per calendar month as the percentage of total minutes in which the public application returned a successful response to synthetic health checks executed from three independent regions. Maintenance windows announced at least 48 hours in advance are excluded.
3. Service credits
| Actual monthly uptime | Credit (% of monthly fee) |
|---|---|
| Below target, >= 99.0% | 10% |
| Below 99.0%, >= 95.0% | 25% |
| Below 95.0% | 50% |
4. Claim process
Submit credit requests via support@enginara.app within 30 days of the affected month. Credits are applied to the next invoice and are the sole and exclusive remedy for SLA breach.
5. Exclusions
- Force majeure events
- Outages caused by Customer configuration or integration credentials
- Third-party source-tool outages (GitHub, GitLab, Jira, Linear, ClickUp, Trello)
- AI provider outages (where the AI feature itself is degraded but the application is up)
- Planned maintenance windows
6. Support response targets
| Severity | Definition | First response target |
|---|---|---|
| P1 | Production down for the workspace | 1 business hour |
| P2 | Major feature unavailable | 4 business hours |
| P3 | Minor issue or question | 2 business days |