1. Scope
This SLA applies to subscribers of the Scale plan only. The Free, Starter, and Pro plans are provided on a best-effort basis without contractual SLA commitments.
2. Uptime commitment (Scale plan)
- Monthly uptime target: 99.9% (≤ 43.2 minutes of unscheduled downtime per 30-day month)
- Measured at: the public endpoint
api.eleata.io/v1/healthfrom at least three monitoring locations - Excluded: scheduled maintenance windows announced 72 h in advance; force-majeure events; failures of upstream networks outside our control; misuse or abuse; planned dependency upgrades (phive, Java runtime)
3. Service credits
If monthly uptime falls below the target, the subscriber is entitled to a service credit applied against the next monthly invoice:
| Monthly uptime | Service credit |
|---|---|
| ≥ 99.9% | 0% |
| ≥ 99.0% and < 99.9% | 10% of monthly fee |
| ≥ 95.0% and < 99.0% | 25% of monthly fee |
| < 95.0% | 50% of monthly fee |
Service credits are the subscriber's exclusive remedy for SLA breaches and may not exceed 50% of the affected month's fee.
4. Latency target
- P50 (median) end-to-end validation latency: ≤ 500 ms for files up to 100 KB
- P95: ≤ 2,000 ms for files up to 100 KB
- Latency for files between 100 KB and 5 MB is not contractually targeted but kept under continuous monitoring
5. Support response times (Scale plan)
| Severity | Definition | First response |
|---|---|---|
| P1 — Critical | Service unavailable; no workaround | ≤ 2 business hours |
| P2 — High | Major feature impacted; workaround exists | ≤ 8 business hours |
| P3 — Normal | Minor issue or question | ≤ 1 business day |
Business hours: Monday–Friday, 09:00–18:00 CET/CEST (Europe/Rome), excluding Italian public holidays.
6. Status page and incident communication
Real-time service status is published at status.eleata.io. Major incidents will be posted within 30 minutes of detection, with regular updates until resolution.
7. Data durability
Validation metadata is stored on Hetzner-hosted PostgreSQL with daily encrypted backups. We target zero data loss for committed transactions; a maximum data-loss window (RPO) of 24 h applies in the event of a catastrophic failure of the primary storage.
8. Claiming a credit
Subscribers must request service credits within 30 days of the affected month by emailing legal@eleata.io with subject line "SLA Credit Request" and the calendar month, account ID, and observed uptime. Credits are applied to the next invoice and are not redeemable for cash.