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sla · procurement-ready

Service Level Agreement.

The performance and availability commitments Sumeru makes to Enterprise-tier customers. Self-service tiers (Starter, Pro, Agency) have best-effort SLAs without service credits. This page is the standard form; Enterprise contracts may include negotiated terms.

Effective · 2026-06-01 · Last updated · 2026-05-11 · Version 1.0 · draft

Draft notice · This SLA reflects current operating targets. The 99.9% uptime commitment is the contract floor; trailing-90-day actual uptime is reported on /status. Enterprise customers receive a counter-signed executed SLA via legal@sumeru.systems.

Performance targets

Metric Target Window Credit type
Application uptime 99.9% monthly tiered
API availability 99.9% monthly tiered
Event ingest P95 latency < 500ms monthly performance
Event → action P95 < 90s monthly performance
Critical-incident response < 30 min always operational
High-incident response < 4 hours always operational

Service credits

If monthly uptime falls below the target, Enterprise customers are eligible for service credits applied to the following month's invoice. Credits are not refunds; they offset future fees, not historical ones.

Monthly uptime Credit
< 99.9%, ≥ 99.0% 10% monthly credit
< 99.0%, ≥ 95.0% 25% monthly credit
< 95.0% 50% monthly credit

Incident severity + response

S1 · Critical

Production service down for one or more customers. Data loss or security incident.

Response · < 30 min
Resolution · all hands on deck
S2 · High

Significant degradation. Service usable but with reduced functionality or elevated error rates.

Response · < 4 hours
Resolution · next business day
S3 · Medium

Minor degradation. Single feature affected or workaround available.

Response · < 1 business day
Resolution · within 5 business days
S4 · Low

Cosmetic issue, feature request, or non-urgent question.

Response · < 5 business days
Resolution · next release window

What's not covered

The SLA does not apply to downtime caused by:

  • Force majeure — natural disasters, war, government action, internet backbone failures outside our control
  • Scheduled maintenance — communicated at least 7 days in advance, performed in low-traffic windows
  • Customer-side issues — invalid API credentials, exhausted token buckets due to customer mis-configuration, customer-side firewall blocking egress
  • Third-party platform outages — Shopify, Google Ads, Meta API, WhatsApp Cloud API, etc. Sumeru reports these on /status but cannot fix them
  • Beta / preview features — explicitly labelled as such in the documentation

How to claim a service credit

Enterprise customers may claim service credits by emailing billing@sumeru.systems within 30 days of the affected month. Include:

  • The affected month
  • The metric you believe missed target (e.g. uptime, P95 latency)
  • Any specific incident ticket numbers or downtime timestamps

We acknowledge claims within 2 business days and resolve within 10 business days. Service credits, if owed, appear on the following month's invoice.

Status + uptime reporting

Real-time service status and trailing-90-day uptime metrics are published at /status (and at the operational status page once deployed). Subscribe via the status page to receive incident notifications by email or webhook.

Questions

For SLA-specific questions, email legal@sumeru.systems. For active incidents, email incident@sumeru.systems.