Service Level Agreement
Effective 2026-05-28
Uptime targets and support response times for paid Enginara plans. These are operational goals we work to, not a contractual commitment, and they carry no credit or refund entitlement. Trial workspaces are not covered.
1. Uptime targets
Our monthly uptime targets for the production application (read and write paths, excluding planned maintenance and upstream provider outages) are:
| Plan | Monthly uptime target |
|---|---|
| Starter | 99.0% |
| Team | 99.5% |
| Business | 99.9% |
| Corporate | 99.95% |
2. 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
3. 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 |
4. Contact
Questions about these targets: [email protected]. We publish status updates to customers during active incidents.