Service Level Agreement
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Contents
This Service Level Agreement (“SLA”) applies to customers on the Business and Enterprise plans.
Uptime commitment
We commit to 99.9% monthly uptime for the Agento platform, measured as the share of minutes the API and web app are available.
Service credits
If we miss the commitment in a calendar month, you receive a credit on your next invoice:
- Below 99.9%: 10% of the monthly fee.
- Below 99.5%: 25% of the monthly fee.
- Below 99.0%: 50% of the monthly fee.
Exclusions
Scheduled maintenance announced at least 48 hours ahead, outages of third-party apps you connect, and issues caused by your own systems are not counted as downtime.
Claiming a credit
Email support@example.com within 30 days of the end of the affected month. Current status and incident history are available on our status page.