Legal
Service Level Agreement (SLA)
Last updated: April 21, 2026
Uptime Commitment
| Plan | Uptime SLA | Max Downtime/Month |
|---|---|---|
| Starter | 99.5% | ~3.6 hours |
| Team | 99.9% | ~43 minutes |
| Pro | 99.9% | ~43 minutes |
| Enterprise | 99.99% | ~4.3 minutes |
Support Response Times
| Severity | Description | Response Time | Resolution Target |
|---|---|---|---|
| Critical | Service completely unavailable | 1 hour | 4 hours |
| High | Major feature broken, workaround available | 4 hours | 24 hours |
| Medium | Minor feature issue, no business impact | 24 hours | 72 hours |
| Low | Enhancement request or cosmetic issue | 48 hours | Next release |
Data Backup & Recovery
- ✓ Automatic daily backups — Database is backed up every 24 hours by Supabase
- ✓ Point-in-time recovery — Data can be restored to any point within 7 days (Pro/Enterprise)
- ✓ Geo-redundant storage — Backups stored in separate geographical region
- ✓ RTO (Recovery Time Objective) — 4 hours for Starter/Team, 1 hour for Pro/Enterprise
- ✓ RPO (Recovery Point Objective) — Maximum 24 hours data loss for Starter/Team, 1 hour for Enterprise
Scheduled Maintenance
Planned maintenance windows are scheduled during off-peak hours (2:00 AM — 5:00 AM IST, Sunday) with at least 48 hours advance notice via email. Maintenance windows are excluded from uptime calculations.
Service Credits
If we fail to meet our uptime SLA, you are eligible for service credits:
| 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 |